ITIL®3 Foundation

About the course

The ITIL 2011 Foundation is an introductory course, which allows participants to become acquainted with the basics structure and content of the third version of ITIL. This course is well suited as an overview with the library and the concept of IT Service Management (ITSM). Completion of this training will help participants gain a firm ITSM grounding and lead to further specialized learning.

The ITIL® foundation course is an excellent starting point for those who wanting change of the management of IT services in their company. The course materials are an introduction to the basic ideas of process management and IT service approach underlying in the ITIL library. The ITIL® foundation course examines various aspects of IT service management from the organization of interaction with end-users to the financial management process. Each area considers the processes described in the ITIL library and implementation advantages to an organization

The ITIL® Foundation course allows the participants to see the complete picture of ITSM processes according to ITIL and allows participants to better assess which areas of IT management their company needs improvement and determine sequential actions. Study materials for the course are supported by practical exercises.

There are advanced ITIL certifications, for which ITIL 2011 Foundation certificate is a prerequisite. IT Chapter also offers training for the advanced ITIL certifications.


IT professionals interested in understanding the content and concepts of the new ITIL®, as well as understand the differences with previous ITIL® versions.

  • Executives and key stakeholders
  • Process Owners and Managers
  • Senior technical and operational staff
  • IT professionals and Consultants
  • IT customers

Options of Course Delivery

  • In English and French
  • In class at the IT Chapter office located in Old Montreal, or virtual ONLINE (Instructor-Led) WEBEX
  • At the client site for group training to suit your needs
  • In a classroom blended mode: delivered on Friday, Friday, Saturday – the preferred exam and minimise work disruption.

ITIL Certification Exam

  • This three (3) days classroom-training course with examination held on the afternoon of the 3rd day and includes a sample examination and preparation to re-enforce the knowledge gained.
  • The format of the examination for this program consists of a closed book paper of 40 questions, to be answered within 60 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed an additional 15 minutes and allowed use of a dictionary). The passing mark is 65% or more than 26 correct answers.

Prerequisite: None


Introduction to Service Management

  • The evolution of Service management
  • Definition of Service and Service Management
  • Service Management as best practice
  • The importance of adopting a service and continual improvement culture and approach
  • Interface to other framework and standards (i.e. ISO/IEC 20000)

The Service Lifecycle

  • The purpose, objectives and scope of the five ITIL® service lifecycle stages
  • Objectives and business value
  • The main components within the 5 stages in the lifecycle:
    • Service Strategy
    • Service Design
    • Service Transition
    • Service Operation
    • Continual Service Improvement

Generic concepts and definitions

The ITIL® Foundation course will clarify and explain some of the key terminology and key concepts of service management.

Key principles and models

  • Service Strategy
    • Value creation through services
  • Service Design
    • Understand the importance of people, processes, products and partners for service management
    • Understand the five major aspects of service design
    • Service solutions for new or changed services
    • Management information systems and tools
    • Technology architectures and management architecture
    • The processes required
    • Measurement methods and metrics

Phases and Processes

  • Service Strategy
    • Purpose, objectives, scope, basic concepts, process activities and interfaces for:
      • Service portfolio Management
        • The service portfolio
      • Financial management for IT services
        • Business Case
      • Business relationship management
  • Service Design
    • Purpose, objectives, scope, basic concepts, process activities and interfaces for:
      • Service level management (SLM)
        • Service-based SLA
        • Multi-level SLAs
        • Service level requirements (SLRs)
        • SLA monitoring (SLAM) chart
        • Service review
        • Service improvement plan (SIP)
        • The relationship between SLM and BRM
    • Service catalogue management
    • Availability management
      • Service availability
        • Component availability
        • Reliability
        • Maintainability
        • Serviceability
        • Vital business functions (VBF)
    • Supplier management
      • Supplier categories
    • Information security management (ISM)
      • Information security policy
    • Capacity management
      • Capacity plan
      • Business capacity management
      • Service capacity management
      • Component capacity management
    • IT service continuity management
      • Purpose of business impact analysis (BIA)
      • Risk assessment
    • Design coordination
  • Service transition
    • Purpose, objectives, scope, basic concepts, process activities and interfaces for:
      • Change management
        • Types of change request
        • Change models
        • Remediation planning
        • Change advisory board / emergency change advisory board
        • Lifecycle of a normal change
      • Release and deployment management
        • Four phases of release and deployment
      • Knowledge management
        • Data-to-Information-to-Knowledge-to-Wisdom (DIKW) & SKMS
        • Service asset and configuration management
        • Transition planning and support
  • Service operation
    • Purpose, objectives, scope, basic concepts, process activities and interfaces for:
      • Incident management
      • Problem management
      • Event management
      • Request fulfillment
      • Access management
      • Continual service improvement
        • The seven-step improvement process
  • Continual service improvement
    • Continual service improvement approach
    • Understand the role of measurement for continual service improvement and explain the following key elements:
      • Relationship between critical success factors (CSF) and key performance indicators (KPI)
      • Baselines
      • Types of metrics (technology metrics, process metrics, service metrics)
  • Functions
    • The service desk function
    • The technical management function
    • The application management function with application development
    • The IT operations management function
  • Roles
    • Process owner
    • Process manager
    • Process practitioner
    • Service owner
    • RACI Model
  • Technology and architecture
    • Service automation assists and integrating service management processes



check In class with instructor

check Online with instructor

check eLearning Self-Study

check At your office


3 days



Group discounts available



Take Classes at Your Office

Get a Quote!

IT Chapter Training Facility is located at

204 rue Saint Sacrement, Suite 300 Montreal, QC H2Y 1W8

Tel: 514.868.2116 / 514.431.0542