Accredited ITIL® Foundation Course


Course Details


Information Technology is recognized as a critical enabler and key differentiator for business success today. CEOs, CIOs, CTOs and senior management are concerned about optimizing their IT investments and improving the effectiveness and efficiency of their IT resources to support business requirements.

This Accredited 3-day ‘Foundation course in IT Service Management’ for IT professionals is based on ITIL® Best Practices.

There are over 100,000 ITIL® qualified professionals in 70+ countries today and more than 12,000 appearing for the exam every year.

This course includes a Certification exam at the end for ‘Foundation Certificate in IT Service Management’.

About ITIL® (Information Technology Infrastructure Library)

  • Is a globally used & accepted approach to IT Service Management
  • Is a cohesive set of best practices under 10 key service management processes, drawn from over a decade of work by thousands of IT and data processing professionals in the public and private sector
  • Is supported by Internationally coveted certifications
  • Is adopted by leading organizations including Procter and Gamble, IBM, American Express, Shell, Boeing, Xansa and many others
  • Is the foundation for BS 15000 certification (World’s first formal standard for IT Service Management)

Workshop Highlights

  • Introduction
  • Configuration Management
  • Service Desk & Incident Management
  • Problem Management
  • Change Management
  • Release Management
  • Service Level Management
  • Availability Management
  • Capacity Management
  • Business Continuity and IT Service Continuity Management
  • Financial Management for IT Services

Detailed Workshop Outline

  • Introduction
    • The ITIL framework – Mission, Objectives, Processes, Tools, Dependencies, Benefits, Costs and possible problems
    • BSI code of practice and IT Infrastructure Library (ITIL)
    • The total life cycle approach
    • Control, Resolution, Release and Delivery Processes
  • Configuration Management
    • How to identify, control, account for and verify IT assets
    • The configuration management database and its role in service management
  • Service Desk and Incident Management
    • How to manage and control incidents
    • What is ‘first-line incident support
    • Customer, Supplier and Partners
  • Problem Management
    • How to isolate problems from incidents,
    • Control problems and fix errors
    • Third party supplier issues
    • Pro-active and Re-active methods
  • Change Management
    • How to control changes through the stages of impact analysis
    • Assess, Authorize, Prioritize, Schedule, Test and Implement Change
    • Role of Change Manager
    • Change Advisory Board using change methods
  • Release Management
    • How to store and release authorized software in centralized and decentralized environments
  • Service Level Management
    • How service level/operational requirements, catalogues, operational and service level agreements are developed.
    • Supplier/Client Management issues.
    • Availability Management
    • How to improve service availability.
    • Service/supplier chains.
    • Planning and maintaining IT systems.
  • Capacity Management
    • How a capacity plan is created.
    • Workload, Resource, Performance, Applications and Demand Management.
  • Business Continuity and IT Service Continuity Management
    • How a contingency plan is created.
    • Why business continuity planning is vital.
    • Typical risks to critical services.
    • Risk management methods.
    • Disaster recovery options.
  • Financial Management for IT Services
    • How financial management works.
    • Key principles of budgeting, accounting and charging.

Who Should Attend

Individuals with responsibilities such as:

  • Quality Assurance Managers/Supervisors/Analysts
  • IT Managers
  • Project Leaders
  • IT Service Users
  • QA Leaders


Schedule & Registration


Discounts: QAI Members receive a 10% Discount on public training course registration! Learn more about the benefits of becoming a QAI Member.

*All listed Canada public training course prices in CAD + applicable taxes. All listed USA public training course prices in USD. Registration prices include course materials, lunch & breaks each day, and a certificate of completion. Hotel and travel arrangements are the responsibility of the attendee.

Cancellation Policy


On-site Training


Provide the best training at the best price for your organization by hosting an on-site training with QAI Global Institute’s expert instructors. The benefits of on-site training are many:

  • Courses are private and personalized. Maximize the effectiveness of the course by tailoring the training to the specific needs and interests of your team. This ensures that the course remains relevant to your team and your unique project needs.
  • Per person costs are significantly lower. Save an average of 40% – 60% on per person costs as compared to equivalent public course attendance by eliminating attendee travel costs and associated venue fees.

No Obligation Quote

Contact us directly to obtain a no obligation cost quote for the on-site training course(s) of your choice.