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ITIL® Foundation

Difficulty level: Duration in days: Delivery options:


Classroom based      |       On-line

  • The purpose of the ITIL® Foundation certificate in IT Service Management is to obtain knowledge of the ITIL® terminology, structure and basic concepts and to comprehend the core principles of ITIL® practices for Service Management.

    Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification.

    • Service Management as a practice (Comprehension)
    • Service Lifecycle (Comprehension)
    • Key Principles and Models (Comprehension)
    • Key Concepts (Awareness)
    • Selected Processes (Awareness)
    • Selected Roles (Awareness)
    • Selected Functions (Awareness)
    • Technology and Architecture (Awareness)
    • ITIL Qualification scheme (Awareness)
    • Communicate the meaning and relevance of ITSM within the IT organization and within the client organization, and can assist in setting up, managing and harmonizing ITIL® processes with the other management processes.
    • Understand the use of the IT infrastructure, the Business perspective, as well as basic understanding of real-life implementation and management issues
    • Understand, Measure, Analyze and Report ITSM processes
    • Understand the ITIL® lifecycle model
    • Determine and understand business and IT requirements by obtaining information from the client and/or business
    • Support the tools and procedures necessary
  • The target group of the ITIL® Foundation certificate in IT Service Management is:
    • Individuals who require a basic understanding of the ITIL® framework and how it may be used to enhance the quality of IT service management within an organisation.
    • IT professionals that are working within an organisation that has adopted and adaptedITIL® who need to be informed about and thereafter contribute to an ongoing service improvement programme.
    This may include but is not limited to, IT professionals, business managers and business process owners.
  • There are no formal criteria or pre-requisites for candidates wishing to attend this course, though some familiarity with IT terminology and an appreciation of their own business environment is strongly recommended.
    • 60 minute exam duration (15 minutes additional for non-native english speakers)
    • 40 questions
    • Closed book
    • 26/40 required to pass = 65% pass mark
  • Event Event Date Event End Date Location Individual Price Register
    ITIL® Overview on-line 24x7 24x7 on-line 200,00€
    ITIL® Foundation on-line 24x7 24x7 on-line 350,00€

Course Contents

    • What ITIL is and what it is not. Who is the owner and other general information.
    • What are the drivers for better IT Management, useful guidance and what are best practices.
    • Definition of Service, Service Management and IT Service Management.
    • Functions, Roles and Processes.
    • What is Service Lifecycle.
  • Service Strategy
    • Definition of Service value.
    • Service Portfolio Management.
    • Financial Management.
    • Demand Management.
    • Business Relationship Management.
    • Strategy Management for IT Services.
  • Service Design
    • Service Level Management.
    • Service Catalogue Management.
    • Availability Management.
    • Information Security Management.
    • Supplier Management.
    • Capacity Management.
    • IT Service Continuity Management.
  • Service Transition
    • Change Management.
    • Service Asset and Configuration Management.
    • Release & Deployment Management.
    • Service Validation & Testing.
    • Knowledge Management.
  • Service Operation
    • Incident Management.
    • Problem Management.
    • Event Management.
    • Access Management.
    • Request Fulfiment.
    • Service Desk.
    • Technical Management.
    • IT Operations.
    • Application Management.
  • CSI
    • Introduction to Continual Service Improvement.
    • CSI Register, CSI Approach, Deming Cycle.
    • Metrics, KPIs.
    • The need of measurement, etc.

Client Testimonials

  • Well structured course – good balance between lecturing , good practices and productive interactions. You helped me to learn and understand more IT based processes. Thank you.
    Mrs. Natira Dika-Krluku Macedonian Telekom
  • ITSM Center not only helped me achieve the ITIL certifications but also provided me the practical insights to improve my day to day work and help my organization achieve ITIL Standards.
    Mr. Granit Gjoni Balfin
  • ITSM CENTER and its lecturer created an impacting experience from which I came out richer in skills and knowledge. I would certainly recommend this workshop to my teammates and colleagues.
    Mr. Matija Benčina Telekom Slovenia
  • Course enables you to learn about the theoretical basis in a structured and understandable way. It is much easier to get a grasp on the subject matter when the lecturer is knowledgeable and ties together theoretical knowledge with practical wisdom.
    Mr. Jan Šuen Slovenian Railways
  • All courses I have taken in ITSM center contributed in a substancial manner to optimize internal processes. Special thanks to lecturer who was willing to consider live company cases during the course.
    Mr. Žiga Mrak Bayer
  • The course is nicely structured and clearly outlines the management principles. It also gives us a detailed description of the processes as well as roles and responsibilities of the people.
    Mr. Chellappan N. Nandakumar Telekom Slovenia

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