ITIL Foundation

ITIL Foundation

ITIL foundation certification training is an exciting and dynamic 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.

September 16, 2021


PLOT 14,Odeniran close,Off Opebi,Oregun Link Bridge,Opebi Ikeja,Lagos   View map

ITIL Foundation Certification Training Overview

ITIL foundation certification training is an exciting and dynamic 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.

The ITIL Foundation certification training practically equip delegates with ITIL best practice,which is composed of five core disciplines: Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement. These disciplines represent a service life cycle framework that further enhances alignment to the business while demonstrating business value, ROI and enabling IT to solve specific operational needs.

ITIL Foundation Certification Training

  • Key concepts of ITIL
  • Important principles for improving IT operations
  • Vital processes and functions
  • Practical guidance for applying ITIL to everyday IT situations
  • How to align with business, control costs, and improve IT service quality
  • Strategies to balance IT resources


Course Content

Lesson 1: Course Introduction

  • Student and Instructor Introductions
  • The Service Lifecycle
  • Course Learning Objectives
  • Course Agenda
  • ITIL Qualification Scheme

Lesson 2: Service Management as a Practice

  • Best Practices in the Public Domain
  • ITIL as a Good Practice
  • Concept of Service
  • Concept of Service Management
  • Processes and Functions
  • The RACI Model
  • Roles and Responsibilities
  • Module Summary

Lesson 3: Service Lifecycle

  • The Service Lifecycle
  • Basic Concepts of Service Strategy
  • Basic Concepts of Service Design
  • Basic Concepts of Service Transition
  • Basic Concepts of Service Operation
  • Basic Concepts of Continual Service Improvement
  • Module Summary

Lesson 4: Service Strategy

  • Service Strategy in the Lifecycle
  • Basic Concepts of Service Strategy
  • Principles and Models of Service Strategy
  • Processes of Service Strategy
  • Service Portfolio Management
  • Financial Management
  • Business Relationship Management
  • Demand Management
  • Strategy Management
  • Risk
  • Module Summary

Lesson 5: Service Design

  • Service Design in the Lifecycle
  • Basic Concept of Service Design
  • Principles and Models of Service Design
  • Processes of Service Design
  • Design Coordination
  • Service Level Management
  • Catalogue Management
  • Availability Management
  • Continuity Management
  • Information Security Management
  • Supplier Management
  • Capacity Management
  • Module Summary

Lesson 6: Service Transition

  • Service Transition in the Lifecycle
  • Change Management
  • Service Asset and Configuration Management
  • Release and Deployment Management
  • Transition Planning and Support
  • Knowledge Management
  • Change Evaluation
  • Service Validation and Testing
  • Module Summary

Lesson 7: Service Operation

  • Service Operation in the Lifecycle
  • Event Management
  • Incident Management
  • Request Fulfilment
  • Problem Management
  • Access Management
  • Service Operations Functions
  • Module Summary

Lesson 8: Continual Service Improvement

  • CSI in the Lifecycle
  • CSI Register
  • Basic Concepts of CSI
  • Principles and Models of CSI
  • Deming Cycle
  • Measurement & Metrics
  • CSI – The Seven Step Improvement Process
  • Module Summary

Lesson 9: Technology and Architecture

  • Service Automation
  • Competence and Skills for Service Management
  • Competence and Skills Framework
  • Training
  • Module Summary

Lesson 10: Exam Preparation Guide

  • Mock Exam

Exam Prerequisite:

  • Although not compulsory, attendance of an instructor-led ITIL Foundation course is strongly recommended.

Exam Format:

  • 40 questions, multiple choice examination
  • Closed Book


  • Maximum 60 minutes for all candidates using English as their first language

Provisions for additional time relating to language:

  • Candidates completing an exam in a language that is not their mother tongue have a maximum of 75 minutes to complete the exam and are allowed the use of a dictionary.

Pass Score:

  • 26/40 or 65%

Upon successful completion of this course, delegates will receive a Torque IT course attendance certificate.

Target Audience

  • IT Management, IT Support Staff, IT Consultants, Business Managers, Business Process Owners, IT Developers, Service Providers, System Integrators
  • Those who require a basic understanding of the ITIL framework
  • Those who need understanding of how ITIL can be used to enhance IT service management within an organization
  • IT professionals or others working within an organization that has adopted and adapted ITIL and who need to be informed about, or contribute to ongoing service improvement

Please note, the ITIL Foundation course is open and can benefit anyone who has an interest in the subject. Holders of the ITIL Foundation certification are likely to require further guidance before being able to apply the ITIL practices for IT Service Management (ITSM) to professional projects or situations.