Course Description:

The ITIL® Foundation course is the entry level certification course for IT Service Management Best Practices training in ITIL. This course covers the latest version of core ITIL best practices presented from a lifecycle perspective. The course introduces the principles and core elements of IT service management (ITSM) based on ITIL. ITIL is comprised of five core publications: Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement, promoting alignment with the business as well as improving operational efficiency.

This course is delivered using an exciting case study designed to further enhance and cement the candidates understanding of ITIL. Students who have attended this course are suitably prepared to successfully take the associated ITIL Foundation certification test which is a requirement for attending any of the further learning courses (ITIL intermediate level training) available in this track.

The purpose of the ITIL Foundation certificate in IT Service Management is to certify that the candidate has gained knowledge of the ITIL terminology, structure and basic concepts and has comprehended the core principles of ITIL practices for service management.

The ITIL Foundation certificate in IT Service Management is not intended to enable the holders of the certificate to apply the ITIL practices for service management without further guidance.

Targeted Group:

The target group of the ITIL Foundation certificate in IT Service Management is drawn from:

- 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 that are working within an organization that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement program.

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

Learning Objectives:

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

·         Service management as a practice (comprehension)

·         The ITIL service lifecycle (comprehension)

·         Generic concepts and definitions (awareness)

·         Key principles and models (comprehension)

·         Selected processes (awareness)

·         Selected functions (awareness)

·         Selected roles (awareness)

·         Technology and architecture (awareness)

·         Competence and training (awareness)

Course Approach:

Participants will learn the principles and core elements of the service lifecycle approach to IT Service Management according to ITIL. An interactive approach is used combining lecture, discussion and case study experience to prepare participants for the ITIL Foundation certification exam as well as providing valuable practical knowledge that can be rapidly applied in the workplace. Quint Wellington Redwood’s integrated case study deepens the participant’s appreciation of how ITIL best practices can be applied in order to improve IT performance.

Certificate:

ITIL® Foundation

Duration:

3 days

Course Delivery:

Classroom or Virtual Classroom

Languages:

Arabic, English, Spanish, Japanese, Portuguese, Dutch, French, Italian, German

Reference  Materials:

Additional reference materials are not required for this course

About the Examination:

The exam is closed book with forty (40) multiple choice questions.
The pass score is 65% (26 out of 40 questions).
The exam lasts 60 minutes.
The exam can be taken in two formats: Paper based or Online

Prerequisites:

There are no pre-requisites for this course, although a basic knowledge of Service Management concepts will be helpful.

Credits:

Upon successfully achieving the ITIL Foundation certificate, the student will be recognized with 2 credits in the ITIL® qualification scheme.
Project Management Institute –Professional Development Units (PDUs) = 21

Course Student Material:

Students will receive an ITIL Foundation classroom workbook containing all of the presentation materials, course notes, case study and sample exams.

Course Content:

Please download the Fact Sheet for detailed course content.