ITIL® Foundation

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About this Course

As business needs change, so do the demands on IT. The challenge: to meet new and growing requirements for IT Services. In the spring of 2007, a long-awaited update to the best practice guidance of the IT Infrastructure Library® was released. Known as ITIL® Version 3 (V3), the books are framed around the Service Lifecycle, taking a holistic approach to managing services and delivering business value.

Come ready to participate in lively discussions about process improvements, benefits and challenges.

Embedded into the ITIL® V3 Foundation course is ITSM Academy's unique virtualization, Living the Lifecycle™. This virtualization brings V3 processes and concepts to life. Within a virtual business environment, a new web service is introduced and then, as a group, we guide the service through its strategy, design, transition, operation and continual improvement within a virtual business environment.

Audience Profile

ITIL® Foundation training is essential for anyone involved in the internal or external delivery of IT services:

  • IT Leadership
  • Key Business Managers
  • Network Operations
  • Business Process Analyst
  • Business Analysts
  • IT Consultants
  • Project Managers
  • Systems Integrators
  • Help Desk / Service Desk Managers and Analysts
  • Managed Service Providers
  • Application Developers
  • Solution Providers and Sales Staff


Familiarity with IT Services is recommended.


Service Management Dynamix / ITSM Academy's ITIL® V3 Foundation course prepares attendees to successfully achieve their Foundation certification. The independent exam is administered on the fourth day of training. Learners will be equipped to earn their Foundation certification by achieving a passing score on a 60 minute, 40 question examination. Learners take their test on the final day of class.

Note: All V2 certificates are still recognized by the industry and remain relevant. We are offering an ITIL® Bridge Workshop, for learners who were educated and / or certified on ITIL® V2 and are interested in discovering the differences between the versions, and the impact to their organization.

ITIL Expert®: Earn 2 credits of the 22 required to achieve the ITIL Expert®.

Professional Development Units (PDU's) ITSM Academy is recognized by PMI® as a Global R.E.P. You will earn 22 contact hours or PDUs upon completion of this course.


ITIL® is a registered trade mark of AXELOS limited.

IT Infrastructure Library® is a registered trade mark of AXELOS limited.

All ITIL® courses are offered by Service Management Dynamix and ITSM Academy.


Course Outline

Day 1

  • Introduction
  • Service Management as a Practice
  • Service Lifecycle
  • Service Strategy
  • Service Design

Day 2

  • Service Design
  • Service Transition
  • Service Operation

Day 3

  • Continual Service Improvement
  • Technology and Architecture
  • Exam Preparation
  • Exam