ITIL® – Foundation

In this course you will learn about the key concepts, principles, processes and functions that enable successful IT service management provision.

The manual for this course will be provided by Bittnet.

Who needs to attend

Who needs to attend:
This course is aimed at IT managers, practitioners and support staff involved in the strategy, design and implementation and on-going support and delivery of business IT services.

what you will learn

What you will lear:

Upon completion you will know how to:

  • 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

There are no prerequisites for this course.

There are no pre-readings required for this course.

Course outline

Course Outline

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.


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.


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).


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.

Follow on

  • ITIL® Service Lifecycle: Service Transition
  • ITIL® Service Lifecycle: Service Operation
  • ITIL® Service Capability: Service Offerings and Agreements
  • ITIL® Service Capability: Release, Control, and Validation
  • ITIL® Service Capability: Operational Support and Analysis
  • An Overview of Agile Project Management

Certification programs
ITIL® Foundation Exam – Exam pass mark is 26 out of 40 questions

*ITIL® is used under permission of AXELOS Limited. All rights reserved.*

Start Date Date Status Delivery Instructor
2019-02-18 Not Guaranteed Bucharest, Classroom Gabriel Valsan
2019-03-25 Not Guaranteed Bucharest, Classroom Gabriel Valsan
2019-05-27 Not Guaranteed Bucharest, Classroom Gabriel Valsan