ITIL® 2011 Foundation


The objectives of the ITIL 2011 Foundation course are to enable you to understand the importance of service management, both to the IT service provider, and to its customers, and to introduce you to the service lifecycle and its processes, and the functions which carry out those processes. Specifically, it shows how the ITIL best practice framework can be used to improve the quality, effectiveness and efficiency of service management in every type of organization. The course gives an overview of the ITIL Framework which is captured in the 5 core ITIL volumes of Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement (2011 versions). The ITIL Foundation Certificate has become the IT industry’s de-facto introductory professional qualification in the field of IT Service Management. Gaining your ITIL Foundation Level certification will enable you to progress your development in IT Service Management, and is a pre-requisite for the next level of ITIL qualifications; ITIL Intermediate, MALC and Expert.

ITIL Foundation Alt img
Price 430 USD
Access Period 180 days

Prerequisite list

  • There is no formal prerequisite for this certification.

Audience list

  • The course is ideal for professionals who work within an organization that has implemented ITIL as part of an ongoing service improvement program
  • It also provides an excellent introduction to business users who need to be informed about ITIL
  • Chief Information Officers
  • Senior IT Managers
  • IT Managers
  • IT Supervisors
  • IT Professionals
  • IT Operations Practitioners
  • IT Development Practitioners

What is included

  • Accredited by PeopleCert (which is licensed by AXELOS as an Examination Institute for an ITIL Expert qualification in IT Service Management.)
  • Credits awarded: 2
  • 16 hours of course material
  • Practice exams
  • Free exam voucher
  • Instant 6 months access

Certification Info

  • How To Earn?  • The student must pass the ITIL® 2011 Foundation Certificate in IT Service Management exam • The student can take the exam online (virtually) using a service provided by PeopleCert
  • How To Maintain?  N/A

Certification Exam Format

  • Closed book
  • Multiple choice
  • 60 minutes duration
  • 40 questions
  • The pass mark is 65% (26 questions out of 40)

Retake policy

  • N/A

Enrollment Policy

  • You should pay the online course fee then the online course access will be granted to you within 1 week after receiving payment.
  • Course fee payment is not refundable.

Frequently Asked Questions

Course Outline

An Introduction to IT Service Management
  • Service Lifecycle
  • Service Portfolio Management
  • Financial Management
  • Business Relationship Management
Service Strategy
  • Providing an understanding of what strategy is
  • Identification of the services and the customers who use them
  • Understanding how to define value creation and delivery
  • Provision of the means to identify opportunities to provide services and how to make the best of them
  • Delivering a comprehensive and clear service provision model, in which we identify how the services will be funded and presented, and to whom they will be delivered and the purpose that they will serve
  • Understanding the organizational capability that will be required to deliver services according to the strategy
  • Coordinating and documenting the use of service assets for the provision of services, and how they can be used, including optimizing their performance
  • Defining the processes and services, which will deliver the strategy of the organization, and the level of investment that will be required
  • Understanding the levels of demand and how to establish a relationship between the service provider and the customer
Service Design
  • Designing the Service Solution itself
  • Designing the service management system and tools that will be required to manage the service
  • Understanding the importance of management and technology architectures
  • Understanding the processes that will be required
  • The measurement systems, methods and metrics that will show us whether the service is working properly or not
Service Transition
  • Transition planning and support
  • Knowledge Management
  • Service Asset and Configuration Management (SACM)
  • Release and Deployment Management
Service Operation
  • In this module we look at the Purpose, Objectives and Scope of Service Operation and the value it provides to the business.
  • We look in detail at the key processes of Incident management and Problem Management. We then take a high level view of the remaining 3 operations processes of access management, request fulfilment and event management.
  • Having considered the service operation processes, we move on to consider the ‘people’ aspects of this lifecycle stage.
  • The majority of IT staff is involved (to a greater or lesser extent) in the service operation stage. Although they may be involved in other lifecycle stages; their main focus is the delivery of the operational services.
  • In this module, we examine the four functions involved in service operations. These are the service desk, technical management, application management and operations management functions.
  • The Service Desk function will be considered in detail, whilst the Roles and objectives of the Technical, applications and operations management functions will be reviewed at a higher level.
Continual Service Improvement
  • Account for the main purpose, objectives and scope of continual service improvement
  • Briefly explain what value continual service improvement provides to the business
  • Understand the purpose, objectives and scope for the seven-step improvement process
  • Explain the continual service improvement approach
  • Describe the CSI register and the Deming Cycle Understand the role of measurement for continual service improvement and types of metrics
  • Understand the relationship between critical success factors and key performance indicators and the importance of Baselines
  • By completing this course, you will have gained an understanding of the importance of service management, both to the IT service provider, and to their customers.
  • Specifically you should now understand how the ITIL best practice framework can be used to improve the quality, effectiveness and efficiency of service management in every type of organization.