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ITIL v3 Foundation – Dec 3-5 2019



Dates: December 3-5, 2019

  • Three days- includes lecture, exam preparation, and exam

Times: 9 am- 5 pm

Price: $2095.00

Class Size: Up to 30 students

Location: Hawtrey HQ – 36 West Main Street, Mechanicsburg, PA

There are no prerequisites for this course

Course Description

ITIL (Information Technology Infrastructure Library) is the global standard for best practice in IT Service Management. The ITIL framework has been drawn from both the public and private sectors internationally. It describes how IT resources should be organized to deliver business value by documenting the processes, functions and roles of IT Service Management (ITSM).

The ITIL v3 Foundation course is a live, instructor-lead course that covers the 19 processes that help service management staff to deliver and support quality products and services. During the course, students will gain knowledge of the internationally recognized best practice terminology, structure, basic concepts and the core principles of ITIL v3 practices for Service Management. At the end of the course, participants will be ready to sit the ITIL v3 Foundation Examination. This course is recommended for all IT staff and IT Managers.

There are no prerequisites for this course

Course Overview

Provides a practical understanding of ITIL® version 3 key concepts, principles, processes, and functions.

Prepares students to pass the ITIL®v3 Foundation exam

Course Objectives

The Big Picture

  • Service Management as a Practice
    • The importance of Service Management
    • Service and Service Management
    • The Service Lifecycle
    • Processes and Functions
    • RACI and Roles
  • Best Practices in the public domain
  • Why ITIL is successful
  • The ITIL® v3 Lifecycle

Service Strategy

  • Strategy Concepts
    • Purpose
    • Risk
    • Service Portfolio
  • Value Creation
    • Value defined
    • Marketing Mindset
  • Strategy Processes
    • Service Portfolio Management
    • Financial Management
    • Demand Management
    • Business Relationship Management

Service Design

  • Design Principles
    • Purpose/Goal
    • Value to the Business
    • The 4 Ps of Service Design
    • The 5 Aspects of Service Design
    • Design Coordination


  • Service Level Management
    • Goals/Objectives
    • Scope & Metrics
    • Basic Concepts
    • Activities
    • SLA frameworks
  • Supporting Design Processes
    • Catalog Management
    • Capacity Management
    • IT Service Continuity Management
    • Availability Management
    • Security Management

Service Transition

  • Transition Principles
    • Goals/ Objectives
    • Value to the Business
    • Transition Planning and Support
  • Change Principles
    • Purpose/Objectives
    • Change Types
    • Change Models
    • Change Roles
    • Lifecycle of normal change
  • Configuration Principles
    • Objective/Goal/Scope
    • Basic Concepts
  • Knowledge Management
    • DIKW & SKMS
  • Release Principles
    • Objective/Goal
    • Four phases of Release and Deployment

Service Operation

  • Service Operation Principles
    • Purpose
    • Value to the Business
    • Achieving Balance
    • Communication


  • The Service Operation Processes
    • Incident Management
      • Goals and Objectives
      • Basic Concepts
      • Scope, Activities & Metrics
      • Relationships
    • Request Fulfillment
      • Goals & Objectives
      • Basic Concepts
      • Scope, Activities & Metrics
      • Event Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Access Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Problem Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • The Service Operation Functions
        • IT Operation Management
        • Applications Management
        • Technical Management
        • Service Desk

Continual Service Improvement

  • CSI Concepts
    • Objectives/Purpose
    • Value to the Business
    • Seven-Step Improvement Process
    • The Deming Cycle
    • The CSI Model
    • CSI Metrics, CFSs, & KPIs
  • Technology and Architecture
  • Governance


  • Two Sample exams to be given during the course

Target Audience

ITIL® v3 Foundation is an introductory-level course intended for IT professionals responsible for developing, supporting and operating application-based IT services (i.e. messaging) and infrastructure-based IT services (i.e. network services).

Exam Eligibility

Includes the exam leading to the Foundation Certificate in IT Service Management

60 Minutes
40 Multiple Choice Questions
26/40 to Pass

30 Seats Available (can be backordered)

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