ITIL® Course Outline - ITIL V3 Foundations

ITIL® is a Registered Trade Mark of the AXELOS Limited

This is our three day course to provide knowledge of the ITIL® terminology, structure, and basic concepts and comprehension of the core principles of ITIL practices for service management.

The course includes all class materials and the examination (and related fees) that provides 2 credits that can count towards the ITIL Expert qualification. The examination is a pre-requisite for intermediate level examinations.


Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this certificate:

  • Service management as a practice

  • The ITIL service lifecycle

  • Generic concepts and definitions

  • Key principles and models

  • Processes

  • Functions

  • Roles

  • Technology and Architecture

  • Competence and training

Who should attend?

The course is for:

  • Individuals who require a basic understanding of the ITIL framework and how it may be used to enhance the quality of IT service management within an organization

  • IT professionals who are working within an organization that has adopted and adapted ITIL and who need to be informed about, and thereafter contribute to, an ongoing service improvement program

  • Individuals seeking the ITIL Expert Certificate in IT Service Management for which this qualification is one of the prerequisite modules

  • Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.

This may include, but is not limited to, IT professionals, business managers and business process owners.


Although there are no pre-requisites for the course or for the examination, it is recommended that exam candidates complete this accredited training course before attempting the examination.

There are no specific pre-reading requirements. It is recommended that you review the course syllabus prior to the class.

Courseware is included and provided with the delivery of the course for students to take for future reference, but if you would like to purchase additional pre-reading material, here is a recommended site:


The course is delivered in accordance with an accredited course syllabus and certification process. It combines tutorials, practical exercises and examination practice, reinforced through the trainers’ lecture and examples.


The course will cover:

Service management as a practice

  • To help students define the concept of a service and comprehend and explain the concept of service management as a practice.

The ITIL service lifecycle

  • To help the students understand the value of the ITIL service lifecycle, how the processes integrate with each other throughout the lifecycle, and explain the objectives, scope and business value for each phase in the lifecycle.

Generic concepts and definitions

  • The purpose of this unit is to help the candidate to define some of the key terminology and explain the key concepts of service management.

Key principles and models

  • To help the students comprehend and account for the key principles and models of service management, service strategy, service design and continual service improvement and to balance some of the opposing forces within service management.


  • To help the students understand how the service management processes within service strategy, service design, service transition, service operation and continual service improvement contribute to the ITIL service lifecycle

  • To explain the high-level objectives, scope, basic concepts, activities and challenges for four of the core processes

  • To state the objectives and some of the basic concepts for eighteen of the remaining processes including how they relate to each other.



  • To help the students explain the role, objectives and organizational structures of the service desk function, and to state the role, objectives and overlap of technical management, application management and IT operations management.


  • To help students account for, and to be aware of, the responsibilities of some of the key roles in service management.

  • Specific roles covered are process owner, process manager, process practitioner, service owner

Technology and architecture

  • To help students understand how service automation assists with integrating service management processes (SS 7.1)

Competence and training

  • This unit will provide the candidate with an overview of competence and skills for service management, competence and skills frameworks and training.

Professional qualification

The qualification is based on a 1-hour closed-book proctored examination of 40 multiple choice questions and is administered at the end of the 3 day course. Successful delegates will be awarded the ITIL Foundation Certificate in IT Service Management.

The examination is proctored and delegates are required to register and present a photo ID.

The qualification is a mandatory pre-requisite for ITIL intermediate qualifications and counts 2 credits towards the ITIL Expert Certification.