ITIL Foundation

In this course, you will get an introduction to the lifecycle of managing IT services to deliver to business expectations. Using an engaging case study, you’ll learn the core disciplines of ITIL best practices. Upon completing this course, you’ll be well positioned to successfully complete the associated ITIL exam required for entry into the future ITIL intermediate-level training courses.


  1. Service Management Defined
    • IT services and what they really do
    • How IT services deliver value to customers
    • Value and importance of IT service management
  2. ITIL Introduction
    • Good practices
    • Ease ITIL adoption
    • ITIL qualification scheme, bodies, and certifications
  3. Service Strategy
    • Design, develop, and implement service management
    • Service management as a strategic asset
    • Setting objectives and expectations
    • Identify and select prioritization opportunities
  4. Service Design
    • Design and develop services
    • Develop processes
    • Design principles and methods
    • Convert strategy into services
  5. Service Transition
    • Develop and improve capabilities
    • Improved methods for transitioning new and changed services into operation
    • Manage the complexity related to changes
    • Prevent undesired results while enabling innovation
  6. Service Operation
    • Effectively and efficiently deliver support services
    • Ensure value to customer and service provider
    • Maintain stability while allowing for change
    • Organize to improve IT support to customers
  7. Continual Service Improvement
    • Create and maintain value for customers
    • Importance of better design, introduction, and operation of services
    • Improving service quality, business continuity, and IT efficiency
    • Link improvement efforts to strategy, design, and transition