Foundation Certificate in IT Service Management ITIL Version 3

ITIL Foundation Level skills & knowledge for IT Service Management


Hornbill develops and markets Supportworks: platform technology and applications for IT Service Management (ITSM) and business helpdesks.

As a rule, modern organizations are extremely dependent on IT for the execution of their (business) strategy, tasks and goals. Research has shown that one in five organizations will no longer be able to carry out its operations if IT services are not available for more than a few hours. This Foundation syllabus is developed for and based upon new 5 volumes of the IT Infrastructure Library (ITIL Version 3) and covers the areas of Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement (CSI).

The course has been designed such that the quadrants of ITSM processes are covered in a logical  order, highlighting the similarities as well as the differences between the ITIL V2 and V3 frameworks, and focusing on the lifecycle model which is at the heart of ITIL version 3.

ITIL gives guidance on the provision of quality IT services.  It is divided into 5 books each covering a number of closely related and interrelated topics and processes.

The Library was developed in recognition of organizations’ growing dependency on IT.  Without IT, most businesses cannot function; without quality IT, they cannot function well.  Organizations therefore need quality IT services.  These services must, of course, be matched to business needs and customer requirements as they evolve, and they must be provided economically which implies making optimum use of scarce IT skills.

The IT Infrastructure Library embodies good practice for IT service management.  It provides a documented, systematic approach that will help organizations to deliver well managed IT services in the face of such difficulties.


By using a number of practical examples, understanding- and result-oriented exam preparation, as well as real-life business questions, plus mature and well-organized training materials the participant will learn how all the processes can be implemented effectively. Besides key concepts of ITIL in-depth attention will be paid to the preparation and implementation of procedures and instructions using the aforementioned sets of processes.


After completing the course the participant will be able to:

  • 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 version 3 lifecycle model and the differences between ITIL version 2 and 3
  • Determine and understand business and IT requirements by obtaining information from the client and/or business
  • Support the tools and procedures necessary


This course prepares the participant for the ISEB and EXIN accredited Foundation certificate in IT Service Management, ITIL version 3.

Subjects & Processes

The following subjects will be dealt with during this course:

  • The key and steering processes of an IT organization;
  • Planning, measuring and improving, as well as management issues
  • Interfaces between processes
  • Techniques and measurements;
  • Reporting

The following processes and topics will be covered:


Objectives, scope, relationships and interfaces between the processes and topics; management and implementation procedures; dependencies, staffing aspects and timing; post-implementation and audit procedures; benefits, costs and common problem areas; software tools; reporting for management control; mission statements; metrics, KPI’s, The role of the customer


1.1.      Service Portfolio Management

1.2.      Financial Management for IT Services

Budgeting, IT Accounting & Charging.  Building Cost Models. The importance of money as a management metric.  Investment appraisal.  Charging policy & pricing methods.

1.3.      Demand Management


2.1.      Service Level Management

Planning, negotiating and managing Service Level Requirements and Agreements; structure and content of typical Service Level Agreements; key service items.  The SLM process; monitoring, reporting & reviewing. Service Targets.  Underpinning contracts and OLAs.  Service Improvement Programs (SIPs)

2.2.      IT Service Continuity Management

Loss of IT service.  Risk analysis and management.  IT recovery options: Creating an ITSCM plan; implementing and testing the plan.  Links to Business Continuity Plans.  Return to normal

2.3.      Availability Management

Planning and maintaining IT services.  Recovery of failed systems.  Ensuring that the availability and reliability of IT services to customers is in accordance with Service Level Agreements. Availability plans. Vital Business Functions (VBF).  Methods & Techniques, and Security.

2.4.      Information Security Management

2.5.      Service Catalogue Management

2.6.      Supplier Management

2.7.      Capacity Management

Business Capacity Management, Service Capacity Management, Resource Management.  Modeling and simulation; building a capacity management database; demand management, application sizing, Capacity Planning.


3.1.      Service Asset & Configuration Management

Configuration Items and their relationships; planning control, levels, variants, models, versions and copies; naming conventions; baselines.  Building, implementing and managing a configuration management database; using it to manage problems and changes.  Configuration audits.  The Definitive Media Library (DML), Definitive Hardware Store (DHS) and Software License Management.

3.2.      Transition Planning & Support

3.3.      Knowledge Management

3.4.      Service Validation and Testing

3.5.      Evaluation

3.6       Change Management

Organization of the Change Management function; role of the Change Advisory Board.  Procedures for handling requests for change; priority levels and handling urgent changes; change authorization Scheduling, testing, back out plans and implementation of changes.  Interface with project management. Change & Configuration Management (C&CM) Plan, Change Models.

3.7.      Release & Deployment Management

Storage and protection of management-authorized software in both centralized and distributed systems.  The Definitive Media Library.  Release of software and/or hardware into the live environment.  Distribution of software. Implementation (bringing into service) of software and/or hardware.  Client-server and Internet issues.


4.1.      Incident Management

The Incident Management Process.  First line incident support.  Business Application Support.  Designing the incident management process.  Coding systems and use of scripts.  Incident record content.  Escalation.

4.2.      Service Desk

The Service Desk Function and role.  Interface between IT and users. Business Process Support. Local, central and virtual Service Desks.  Reporting IT Service Quality, Structuring the Service Desk. Service Desk Education and Training.  Use of knowledge bases.  Outsourcing the Service Desk.

4.3.      Request Fulfillment

4.4.      Event Management

4.5.      Access Management

4.6.      Problem Management

Incidents, problems and known errors. Problem control and prevention; error control procedures. Coding systems for problem/error categorization impact, urgency and priority.  Proactive Problem Management, Problem solving techniques.


5.1.      Service Level Management

Planning, negotiating and managing Service Level Requirements and Agreements; structure and content of typical Service Level Agreements; key service items.  The SLM process; monitoring, reporting & reviewing. Service Targets.  Underpinning contracts and OLAs.  Service Improvement Programs (SIPs)

5.2.      7-step Improvement Process

5.3.      Service Measurement

5.4.      Service Reporting


This 3-day training begins each day at 09.00 and finishes at 17.00. The latter part of the third day is used for exam preparation, techniques and tips.

Target Groups

This Foundation Certificate in IT Service Management is intended for those who have to participate within ITSM and/or other quality control processes within the business: IT Staff, IT Managers, process owners, Helpdesk- and/or Service desk staff and/or other client-facing roles, Support Staff, and so forth. In general, however, this course is beneficial and useful for anybody with some basic IT experience – from “workfloor staff” to top management.


  • None

SERVICEIT+, INC. Delivering High Value IT Excellence in Proactive Service Management, Systems and Security, Project and Portfolio Management, and Corporate Governance. Suite 604 VGP Center Ayala Ave., Makati City (+632 949 8109)