ITIL Foundation

Course information
Price: EUR 665.00 Excl. VAT
Day(s): 3
Course Code: ILFN
GTC: 11

Overview

This course provides IT managers, practitioners, support staff and staff interfacing with the information systems function with a practical understanding of the key concepts, principles, processes and functions that enables successful IT service management provision. It also prepares delegates for the ITIL Foundation Certificate Examination. The course is based on the ITIL best practice service lifecycle approach featured in the latest 2011 guidelines.

Pre-Requisites

None are mandatory.

Content

Service management as a practice

The basics that help define the concept of a service and service management as a practice.

The ITIL service lifecycle

At the very core of best practice guidance, understanding the value of the ITIL service lifecycle, how the processes integrate with each other throughout the lifecycle. We introduce the objectives, scope and importantly the business value for each phase in the lifecycle.

Generic concepts and definitions

Learning the language of ITIL by defining some of the key terminology and key concepts of service management.

Key principles and models

Key principles and models of service management contained within service strategy, service design and continual service improvement are studied with the aim of balancing cost and quality to minimise risk to the organisation.

Processes

How do the service management processes within service strategy, service design, service transition, service operation and continual service improvement contribute to the ITIL service lifecycle and improving business value?
To explain the objectives, scope, basic concepts, activities and challenges for four of the core processes (Service level management, incident management, problem management and change management)
To state the objectives and key concepts for vast majority of the remaining processes including how they relate to each other.

Functions

Explain the role, objectives and organizational structures of the service desk function. Defining the role, objectives and overlap of the other key functions (technical management, application management and IT operations management).

Roles

Covering the principal responsibilities of some of the key roles in service management (Process owner, process manager, process practitioner, service owner)

Technology and architecture

Understanding how service automation assists with integrating service management processes

Competence and training

An overview of competence and skills for service management, competence and skills frameworks and training.

Objectives

  • Understand how an integrated IT service management framework, based on ITIL 2011 best practice guidelines, can be adopted and adapted within their own organisations
  • Successfully introduce an integrated IT service management framework based on the ITIL best practice service lifecycle approach
  • Be prepared for the ITIL foundation certificate exam

Target Audience

This course is primarily for IT managers, practitioners and support staff involved in the strategy, design, and implementation and on-going support and delivery of business IT services. It also proves useful for those interfacing with information systems who require an insight into service management best practice. This may include Business Analysts, Business Relationship Managers, Project and Programme staff.

Certification

The 'Foundation Certificate in IT Service Management' is a pre-requisite for the all other ITIL-based certificates in IT service management. The examination is a 1-hour, closed book, multiple choice paper of 40 questions normally taken at the end of the course. The pass mark is 26/40. The exam to be charged separately.

Follow on Courses

The following courses are recommended for further study:

ITIL complementary courses - Analyst Series, Service Catalogue
ITIL lifecycle courses
ITIL capability courses

Schedule
Course Details
Guaranteed Event 03 Jan - 05 Jan, 2018
Virtual Training
Guaranteed Event 15 Jan - 17 Jan, 2018
Virtual Training
Guaranteed Event 29 Jan - 31 Jan, 2018
Virtual Training
Guaranteed Event 12 Feb - 14 Feb, 2018
Virtual Training
26 Feb - 28 Feb, 2018
Virtual Training
12 Mar - 14 Mar, 2018
Virtual Training
19 Mar - 21 Mar, 2018
Virtual Training

Key to symbols -

Course description

Download a PDF document of the complete course description: ITIL Foundation

All course dates
Date & Location Language Ver Delivery Method
January
Guaranteed Event 03 Jan - 05 Jan, 2018
Virtual Training
Virtual Learning
Guaranteed Event 15 Jan - 17 Jan, 2018
Virtual Training
Virtual Learning
Guaranteed Event 29 Jan - 31 Jan, 2018
Virtual Training
Virtual Learning
February
Guaranteed Event 12 Feb - 14 Feb, 2018
Virtual Training
Virtual Learning
26 Feb - 28 Feb, 2018
Virtual Training
Virtual Learning
March
12 Mar - 14 Mar, 2018
Virtual Training
Virtual Learning
19 Mar - 21 Mar, 2018
Virtual Training
Virtual Learning
26 Mar - 28 Mar, 2018
Virtual Training
Virtual Learning
April
09 Apr - 11 Apr, 2018
Virtual Training
Virtual Learning
18 Apr - 20 Apr, 2018
Virtual Training
Virtual Learning
23 Apr - 25 Apr, 2018
Virtual Training
Virtual Learning
May
09 May - 11 May, 2018
Virtual Training
Virtual Learning
14 May - 16 May, 2018
Virtual Training
Virtual Learning
21 May - 23 May, 2018
Virtual Training
Virtual Learning
June
04 Jun - 06 Jun, 2018
Virtual Training
Virtual Learning
11 Jun - 13 Jun, 2018
Virtual Training
Virtual Learning
18 Jun - 20 Jun, 2018
Virtual Training
Virtual Learning
All course dates
Date & Location Language Ver
December
18 Dec - 20 Dec, 2017 Zwolle (Grote Voort 291) Public Classroom
18 Dec - 20 Dec, 2017 NANTERRE Public Classroom
18 Dec - 20 Dec, 2017 RUEIL ATHENEE Public Classroom
18 Dec - 20 Dec, 2017
Virtual Training
Virtual Learning
20 Dec - 22 Dec, 2017 RUEIL ATHENEE Public Classroom
24 Dec - 26 Dec, 2017 Cairo-Sheraton Public Classroom
January
Guaranteed Event Late Availability 03 Jan - 05 Jan, 2018 London - Old Broad Street Public Classroom
03 Jan - 05 Jan, 2018 Leeds Public Classroom
Guaranteed Event Late Availability 03 Jan - 05 Jan, 2018 Wokingham Public Classroom
07 Jan - 09 Jan, 2018 Abu Dhabi Public Classroom
08 Jan - 10 Jan, 2018 Nieuwegein (Iepenhoeve 5) Public Classroom
Late Availability 08 Jan - 10 Jan, 2018 RUEIL ATHENEE Public Classroom
14 Jan - 16 Jan, 2018 Cairo-Sheraton Public Classroom
15 Jan - 17 Jan, 2018 Madrid Public Classroom
15 Jan - 17 Jan, 2018 København (Hvidovre) Public Classroom
Late Availability 15 Jan - 17 Jan, 2018 LYON PART DIEU Public Classroom
15 Jan - 17 Jan, 2018 Drachten (Amperelaan 1c) Public Classroom
15 Jan - 17 Jan, 2018 Zwolle (Grote Voort 291) Public Classroom
15 Jan - 17 Jan, 2018 Amsterdam (Kingsfordweg 43) Public Classroom
Guaranteed Event 15 Jan - 17 Jan, 2018 Wokingham Public Classroom
22 Jan - 24 Jan, 2018 Southampton Public Classroom
24 Jan - 26 Jan, 2018 Zoetermeer (Centrum West 21) Public Classroom
24 Jan - 26 Jan, 2018 Rotterdam (Barbizonlaan 25) Public Classroom
29 Jan - 31 Jan, 2018 Eindhoven (Evoluon Noord Brabantlaan 1) Public Classroom
29 Jan - 31 Jan, 2018 Maastricht (Forum 100) Public Classroom
29 Jan - 31 Jan, 2018 Apeldoorn (Soerenseweg 73) Public Classroom
Guaranteed Event 29 Jan - 31 Jan, 2018 London - Old Broad Street Public Classroom
29 Jan - 31 Jan, 2018 Southampton Public Classroom
February
04 Feb - 06 Feb, 2018 Dubai-Knowledge Village Public Classroom
05 Feb - 07 Feb, 2018 Nieuwegein (Iepenhoeve 5) Public Classroom
05 Feb - 07 Feb, 2018 RUEIL ATHENEE Public Classroom
05 Feb - 07 Feb, 2018 3rd Party Training Centre External Public Classroom
11 Feb - 13 Feb, 2018 Riyadh Public Classroom
12 Feb - 14 Feb, 2018 RUEIL ATHENEE Public Classroom
12 Feb - 14 Feb, 2018 London - Old Broad Street Public Classroom
Guaranteed Event 12 Feb - 14 Feb, 2018 Wokingham Public Classroom
12 Feb - 14 Feb, 2018 Leeds Public Classroom
14 Feb - 16 Feb, 2018 Eindhoven (Evoluon Noord Brabantlaan 1) Public Classroom
19 Feb - 21 Feb, 2018 København (Hvidovre) Public Classroom
19 Feb - 21 Feb, 2018 Amsterdam (Kingsfordweg 43) EN Public Classroom
19 Feb - 21 Feb, 2018 Groningen (Helperpark 296) Public Classroom
19 Feb - 21 Feb, 2018 Zwolle (Grote Voort 291) Public Classroom
26 Feb - 28 Feb, 2018 Madrid Public Classroom
26 Feb - 28 Feb, 2018 Zoetermeer (Centrum West 21) Public Classroom
26 Feb - 28 Feb, 2018 Oslo, Global Knowledge Public Classroom
26 Feb - 28 Feb, 2018 RUEIL ATHENEE Public Classroom
26 Feb - 28 Feb, 2018 London - Old Broad Street Public Classroom
28 Feb - 02 Mar, 2018 LYON PART DIEU Public Classroom
March
04 Mar - 06 Mar, 2018 Abu Dhabi Public Classroom
05 Mar - 07 Mar, 2018 RUEIL ATHENEE Public Classroom
07 Mar - 09 Mar, 2018 Nieuwegein (Iepenhoeve 5) Public Classroom
11 Mar - 13 Mar, 2018 Cairo-Sheraton Public Classroom
12 Mar - 14 Mar, 2018 LYON PART DIEU Public Classroom
12 Mar - 14 Mar, 2018 RUEIL ATHENEE Public Classroom
12 Mar - 14 Mar, 2018
Virtual Training
Virtual Learning
12 Mar - 14 Mar, 2018 London - Old Broad Street Public Classroom
19 Mar - 21 Mar, 2018 Amsterdam (Kingsfordweg 43) Public Classroom
19 Mar - 21 Mar, 2018 Oslo, Global Knowledge Public Classroom
19 Mar - 21 Mar, 2018 Wokingham Public Classroom
26 Mar - 28 Mar, 2018 Drachten (Amperelaan 1c) Public Classroom
26 Mar - 28 Mar, 2018 RUEIL ATHENEE Public Classroom
26 Mar - 28 Mar, 2018 Leeds Public Classroom
26 Mar - 28 Mar, 2018 London - Old Broad Street Public Classroom
26 Mar - 28 Mar, 2018 Manchester Public Classroom
April
01 Apr - 03 Apr, 2018 Dubai-Knowledge Village Public Classroom
03 Apr - 05 Apr, 2018 Eindhoven (Evoluon Noord Brabantlaan 1) Public Classroom
03 Apr - 05 Apr, 2018 Apeldoorn (Soerenseweg 73) Public Classroom
04 Apr - 06 Apr, 2018 København (Hvidovre) Public Classroom
04 Apr - 06 Apr, 2018 LYON PART DIEU Public Classroom
04 Apr - 06 Apr, 2018 RUEIL ATHENEE Public Classroom
08 Apr - 10 Apr, 2018 Riyadh Public Classroom
09 Apr - 11 Apr, 2018 RUEIL ATHENEE Public Classroom
09 Apr - 11 Apr, 2018 London - Old Broad Street Public Classroom
11 Apr - 13 Apr, 2018 Nieuwegein (Iepenhoeve 5) Public Classroom
16 Apr - 18 Apr, 2018 Madrid Public Classroom
16 Apr - 18 Apr, 2018 Zoetermeer (Centrum West 21) Public Classroom
16 Apr - 18 Apr, 2018 Rotterdam (Barbizonlaan 25) Public Classroom
16 Apr - 18 Apr, 2018 LILLE EURATECHNOLOGIE Public Classroom
18 Apr - 20 Apr, 2018 Wokingham Public Classroom
23 Apr - 25 Apr, 2018 Eindhoven (Evoluon Noord Brabantlaan 1) Public Classroom
23 Apr - 25 Apr, 2018 RUEIL ATHENEE Public Classroom
23 Apr - 25 Apr, 2018 London - Old Broad Street Public Classroom
23 Apr - 25 Apr, 2018 Leeds Public Classroom
May
02 May - 04 May, 2018 Oslo, Global Knowledge Public Classroom
02 May - 04 May, 2018 RUEIL ATHENEE Public Classroom
06 May - 08 May, 2018 Abu Dhabi Public Classroom
07 May - 09 May, 2018 Zwolle (Grote Voort 291) Public Classroom
07 May - 09 May, 2018 Groningen (Helperpark 296) Public Classroom
07 May - 09 May, 2018 Southampton Public Classroom
09 May - 11 May, 2018 London - Old Broad Street Public Classroom
13 May - 15 May, 2018 Cairo-Sheraton Public Classroom
14 May - 17 May, 2018 Brussel City Centre (Avenue Louise 65) Public Classroom
14 May - 16 May, 2018 RUEIL ATHENEE Public Classroom
14 May - 16 May, 2018 Wokingham Public Classroom
16 May - 18 May, 2018 Madrid Public Classroom
21 May - 23 May, 2018 London - Old Broad Street Public Classroom
21 May - 23 May, 2018 Leeds Public Classroom
22 May - 24 May, 2018 Amsterdam (Kingsfordweg 43) Public Classroom
23 May - 25 May, 2018 København (Hvidovre) Public Classroom
23 May - 25 May, 2018 Drachten (Amperelaan 1c) Public Classroom
23 May - 25 May, 2018 Zwolle (Grote Voort 291) Public Classroom
28 May - 30 May, 2018 Rotterdam (Barbizonlaan 25) Public Classroom
28 May - 30 May, 2018 Zoetermeer (Centrum West 21) Public Classroom
28 May - 30 May, 2018 RUEIL ATHENEE Public Classroom
June
03 Jun - 05 Jun, 2018 Dubai-Etisalat Academy Public Classroom
04 Jun - 06 Jun, 2018 LYON PART DIEU Public Classroom
04 Jun - 06 Jun, 2018 RUEIL ATHENEE Public Classroom
04 Jun - 06 Jun, 2018 London - Old Broad Street Public Classroom
06 Jun - 08 Jun, 2018 Zwolle (Grote Voort 291) Public Classroom
06 Jun - 08 Jun, 2018 Groningen (Helperpark 296) Public Classroom
06 Jun - 08 Jun, 2018 Nieuwegein (Iepenhoeve 5) Public Classroom
10 Jun - 12 Jun, 2018 Riyadh Public Classroom
11 Jun - 13 Jun, 2018 Madrid Public Classroom
11 Jun - 13 Jun, 2018 RUEIL ATHENEE Public Classroom
11 Jun - 13 Jun, 2018 Wokingham Public Classroom
11 Jun - 13 Jun, 2018 Leeds Public Classroom
13 Jun - 15 Jun, 2018 Eindhoven (Evoluon Noord Brabantlaan 1) Public Classroom
13 Jun - 15 Jun, 2018 Apeldoorn (Soerenseweg 73) Public Classroom
18 Jun - 20 Jun, 2018 Amsterdam (Kingsfordweg 43) Public Classroom
18 Jun - 20 Jun, 2018 Oslo, Global Knowledge Public Classroom
18 Jun - 20 Jun, 2018 London - Old Broad Street Public Classroom
18 Jun - 20 Jun, 2018 Manchester Public Classroom
25 Jun - 27 Jun, 2018 Rotterdam (Barbizonlaan 25) Public Classroom
25 Jun - 27 Jun, 2018 Zoetermeer (Centrum West 21) Public Classroom
25 Jun - 27 Jun, 2018 RUEIL ATHENEE Public Classroom
July
02 Jul - 04 Jul, 2018 Madrid Public Classroom
02 Jul - 04 Jul, 2018 LYON PART DIEU Public Classroom
02 Jul - 04 Jul, 2018 Nieuwegein (Iepenhoeve 5) Public Classroom
02 Jul - 04 Jul, 2018 LILLE EURATECHNOLOGIE Public Classroom
02 Jul - 04 Jul, 2018 RUEIL ATHENEE Public Classroom
09 Jul - 11 Jul, 2018 RUEIL ATHENEE Public Classroom
11 Jul - 13 Jul, 2018 Amsterdam (Kingsfordweg 43) Public Classroom
23 Jul - 25 Jul, 2018 Drachten (Amperelaan 1c) Public Classroom
23 Jul - 25 Jul, 2018 Zwolle (Grote Voort 291) Public Classroom
23 Jul - 25 Jul, 2018 RUEIL ATHENEE Public Classroom
August
08 Aug - 10 Aug, 2018 Maastricht (Forum 100) Public Classroom
08 Aug - 10 Aug, 2018 Eindhoven (Evoluon Noord Brabantlaan 1) Public Classroom
13 Aug - 15 Aug, 2018 København (Hvidovre) Public Classroom
15 Aug - 17 Aug, 2018 Zoetermeer (Centrum West 21) Public Classroom
15 Aug - 17 Aug, 2018 Rotterdam (Barbizonlaan 25) Public Classroom
20 Aug - 22 Aug, 2018 RUEIL ATHENEE Public Classroom
27 Aug - 29 Aug, 2018 LYON PART DIEU Public Classroom
27 Aug - 29 Aug, 2018 Nieuwegein (Iepenhoeve 5) Public Classroom
27 Aug - 29 Aug, 2018 Apeldoorn (Soerenseweg 73) Public Classroom
27 Aug - 29 Aug, 2018 RUEIL ATHENEE Public Classroom
29 Aug - 31 Aug, 2018 Amsterdam (Kingsfordweg 43) Public Classroom
September
03 Sep - 05 Sep, 2018 Zoetermeer (Centrum West 21) Public Classroom
03 Sep - 05 Sep, 2018 Rotterdam (Barbizonlaan 25) Public Classroom
03 Sep - 05 Sep, 2018 RUEIL ATHENEE Public Classroom
10 Sep - 12 Sep, 2018 Groningen (Helperpark 296) Public Classroom
10 Sep - 12 Sep, 2018 Zwolle (Grote Voort 291) Public Classroom
10 Sep - 12 Sep, 2018 RUEIL ATHENEE Public Classroom
17 Sep - 19 Sep, 2018 LYON PART DIEU Public Classroom
19 Sep - 21 Sep, 2018 Eindhoven (Evoluon Noord Brabantlaan 1) Public Classroom
19 Sep - 21 Sep, 2018 Apeldoorn (Soerenseweg 73) Public Classroom
24 Sep - 26 Sep, 2018 RUEIL ATHENEE Public Classroom
26 Sep - 28 Sep, 2018 Nieuwegein (Iepenhoeve 5) Public Classroom
26 Sep - 28 Sep, 2018 Apeldoorn (Soerenseweg 73) Public Classroom
October
01 Oct - 03 Oct, 2018 Amsterdam (Kingsfordweg 43) Public Classroom
01 Oct - 03 Oct, 2018 RUEIL ATHENEE Public Classroom
03 Oct - 05 Oct, 2018 Drachten (Amperelaan 1c) Public Classroom
08 Oct - 10 Oct, 2018 København (Hvidovre) Public Classroom
08 Oct - 10 Oct, 2018 Nieuwegein (Iepenhoeve 5) Public Classroom
08 Oct - 10 Oct, 2018 RUEIL ATHENEE Public Classroom
15 Oct - 17 Oct, 2018 LYON PART DIEU Public Classroom
15 Oct - 17 Oct, 2018 Rotterdam (Barbizonlaan 25) Public Classroom
15 Oct - 17 Oct, 2018 Zoetermeer (Centrum West 21) Public Classroom
22 Oct - 24 Oct, 2018 RUEIL ATHENEE Public Classroom
24 Oct - 26 Oct, 2018 Zwolle (Grote Voort 291) Public Classroom
24 Oct - 26 Oct, 2018 Groningen (Helperpark 296) Public Classroom
29 Oct - 31 Oct, 2018 Apeldoorn (Soerenseweg 73) Public Classroom
29 Oct - 31 Oct, 2018 Nieuwegein (Iepenhoeve 5) Public Classroom
November
05 Nov - 07 Nov, 2018 Amsterdam (Kingsfordweg 43) Public Classroom
05 Nov - 07 Nov, 2018 RUEIL ATHENEE Public Classroom
05 Nov - 07 Nov, 2018 LILLE EURATECHNOLOGIE Public Classroom
07 Nov - 09 Nov, 2018 Maastricht (Forum 100) Public Classroom
07 Nov - 09 Nov, 2018 Eindhoven (Evoluon Noord Brabantlaan 1) Public Classroom
12 Nov - 14 Nov, 2018 LYON PART DIEU Public Classroom
12 Nov - 14 Nov, 2018 Zoetermeer (Centrum West 21) Public Classroom
12 Nov - 14 Nov, 2018 Rotterdam (Barbizonlaan 25) Public Classroom
12 Nov - 14 Nov, 2018 RUEIL ATHENEE Public Classroom
19 Nov - 21 Nov, 2018 Drachten (Amperelaan 1c) Public Classroom
19 Nov - 21 Nov, 2018 Zwolle (Grote Voort 291) Public Classroom
19 Nov - 21 Nov, 2018 Nieuwegein (Iepenhoeve 5) Public Classroom
26 Nov - 28 Nov, 2018 RUEIL ATHENEE Public Classroom
28 Nov - 30 Nov, 2018 Amsterdam (Kingsfordweg 43) Public Classroom
28 Nov - 30 Nov, 2018 Nieuwegein (Iepenhoeve 5) Public Classroom
December
03 Dec - 05 Dec, 2018 Rotterdam (Barbizonlaan 25) Public Classroom
03 Dec - 05 Dec, 2018 Zoetermeer (Centrum West 21) Public Classroom
03 Dec - 05 Dec, 2018 RUEIL ATHENEE Public Classroom
10 Dec - 12 Dec, 2018 København (Hvidovre) Public Classroom
10 Dec - 12 Dec, 2018 LYON PART DIEU Public Classroom
10 Dec - 12 Dec, 2018 Eindhoven (Evoluon Noord Brabantlaan 1) Public Classroom
10 Dec - 12 Dec, 2018 Maastricht (Forum 100) Public Classroom
10 Dec - 12 Dec, 2018 RUEIL ATHENEE Public Classroom
12 Dec - 14 Dec, 2018 Groningen (Helperpark 296) Public Classroom
12 Dec - 14 Dec, 2018 Zwolle (Grote Voort 291) Public Classroom
17 Dec - 19 Dec, 2018 RUEIL ATHENEE Public Classroom
19 Dec - 21 Dec, 2018 Apeldoorn (Soerenseweg 73) Public Classroom
19 Dec - 21 Dec, 2018 Nieuwegein (Iepenhoeve 5) Public Classroom

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