This 3-day instructor-led course provides students with the knowledge of ITIL® terminology, structure and basic concepts andcomprehension of core principles of ITIL® practices for service managementrequired to sit for the for ITIL® Foundation certificate in IT ServiceManagement certification examination. Candidates for the ITIL® Foundationcertificate in IT service management have to complete all units and successfully pass the corresponding examination to achieve certification. The ITIL® Foundation certificate in IT Service Management is not intended to enable the holders of the certificate to apply the ITIL® practices for service managementwithout further guidance.
Upon completion of the course, candidates may sit the optional ITIL® Foundation examination leading to the ITIL® Foundation Certificate in ITService Management. Sixty (60) minutes (75 minutes and the use of a dictionary for those taking the examination in a language other than their first language) is allowed for the closed-book, supervised examination which may be online or paper-based. The examination is a multiple choice format that consists of forty (40) questions.

• Service management as a practice (comprehension)
• The ITIL® service lifecycle (comprehension)
• Generic concepts and definitions (awareness)
• Key principles and models (comprehension)
• Selected processes (awareness)
• Selected functions (awareness)
• Selected roles (awareness)
• Technology and architecture (awareness)
• Competence and training (awareness)

Target Audience

Anyone seeking ITIL Foundation certification and everyone interested in aligning IT with business, controlling or reducing IT costs, improving IT service quality, and balancing IT resources in the most effective manner. All IT professionals, IT project managers, IT managers, IT project or team members, coordinators, network operators, business process analysts, IT architects, consultants, systems integrators, help desk managers and staff, planners, managed service providers, outsources, application developers, and other IT-related positions.

General Objective


Familiarity with IT terminology and IT-related work experience are recommended.

Course outlines

• Introduction/Housekeeping
• Introduction to key ITIL concepts
• IT as a Service
• Introduction to processes and process management
• The Service Lifecycle approach

• Purpose, goal, objectives & Scope
• Value Creation through Services
• Assets - Resources and Capabilities
• Service Strategy - Main activities
• Service Strategy processes
• Service Portfolio management
• Demand management
• Financial management
• Business Relationship Management

• Purpose, goal, objectives & Scope
• Service Design processes
• The 4 P's
• Service Design aspects
• Service Catalog Management
• Service Level Management
• Capacity Management
• Availability Management
• IT Service Continuity Management
• Service Portfolio
• Information Security Management
• Supplier management
• Design Coordination

• Purpose, goal, objectives & Scope
• Service Transition value to the business
• Technology and architecture in Service Transition
• Service Transition Processes
• Change Management
• The 7 R's of Change Management
• Service Asset and Configuration Management
• Release and Deployment Management
• Knowledge Management

• Purpose, goal, objectives & Scope
• Service Operation definitions
• The Service Desk
Technical Management
• Application Management
• IT Operations Management
• Service Operations Processes
• Event Management
• Request Fulfillment
• Problem Management
• Access Management

• Purpose, goal, objectives & Scope
• Models and Processes
• The Deming Cycle
• Measurement and metrics
• Continual Service Improvement activities
• Risk management
• Continual Service Improvement interfaces
• Interface with Service Level Management

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PO Box 14390 Faha, 72854 Kuwait
(+965) 22626234