This certification verifies that support center professionals possess the knowledge of the ITIL®; framework necessary to support an ITIL initiative. ITIL Foundation certified individuals have demonstrated their awareness of the ITIL processes and terms and satisfied the prerequisite requirement for pursuing additional ITIL certifications


This EXIN®-accredited course outlines the ITIL best practices framework and prepares the participant for the ITIL Foundation certification exam, a prerequisite for all other ITIL certifications. This course provides an understanding of the service lifecycle and processes as well as the best and common practices for IT service management.

Maximum class size: 25 students per class

Duration of public and on-site course: 3 days

Prerequisites: There are no prerequisites for this course.

Required study material: Student courseware materials are provided with the course.

Required number of study hours: Course Hours: 17 hours + 6 hours of self-study

Exam: Exam included with the public or onsite course. Exam sold separately for the online course. To purchase the exam voucher, please visit EXIN.

Whether adopting ITIL or embarking on continuous service improvement, participants will gain a fundamental understanding of how IT service, support, and delivery can be best organized to align IT with business needs, improve service quality, and reduce long-term costs.

What You Will Learn:

  • Service Strategy — Clarification and prioritization of service provider investments
  • Service Design — Transform business requirements into strategic solutions
  • Service Transition — Manage change, risk, and quality assurance
  • Service Operation — Establish day-to-day business operations and manage customer expectations
  • Continual Service Improvement — Align quality IT services with changing business needs

Who Should Attend?

  • IT professionals who want an understanding of the service lifecycle and processes and are interested in IT service management
  • IT staff who are actively involved in providing and supporting IT services or who have an interest in IT service management best practices
  • Individuals preparing for the ITIL Foundation certification exam


Coming Soon

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Course Curriculum

Unit 1:  ITIL Overview

  • IT Service Management
  • Processes and Functions
  • Governance, Frameworks, and Standards
  • The History of ITIL
  • ITIL Lifecycle Elements
  • IT Service Management Roles and Responsibilities
  • Case Study #1

Unit 2: Service Strategy

  • Service Strategy Lifecycle Stage
  • Value Creation
  • Service Portfolio Management
  • Financial Management
  • Demand Management
  • Business Relationship Management
  • Case Study #2

Unit 3: Service Design

  • Service Design Lifecycle Stage
  • The Five Aspects of Service Design
  • Design Coordination
  • Service Catalog Management
  • Service Level Management
  • Availability Management
  • Capacity Management
  • IT Service Continuity Management
  • Information Security Management
  • Supplier Management
  • Case Study #3

Unit 4: Service Transition

  • Service Transition Lifecycle Stage
  • Transition Planning and Support
  • Change Management
  • Service Asset and Configuration Management
  • Release and Deployment Management
  • Knowledge Management
  • Case Study #4

Unit 5: Service Operation

  • Service Operation Lifecycle Stage
  • Event Management
  • Request Fulfillment
  • Incident Management
  • Problem Management
  • Access Management
  • Service Operation Functions
  • Case Study #5

Unit 6:  Continual Service Improvement

  • Continual Service Improvement Lifecycle Stage
  • The Seven-Step Improvement Process
  • Metrics and Measurement
  • Technology and Architecture
  • Case Study #6


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Certification Exam

Exam included with the public or onsite course.

Examination Format

Closed book, multiple choice (40 questions, 60 minutes duration, 65% or better is required to pass).

Contact Us To Purchase

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Download Brochure (available soon)

Delivery Method
Public (classroom)
US Locations: $1,695 CAD
($1,195 USD)
Canadian Locations: $1,495 CAD
Virtual Classroom
$1,195 CAD
(self paced)
$1,195 CAD
(private class)
Please Contact Us

Duration: 3 Days