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The ITIL® Framework is a source of good practice in service management. ITIL® is used by organizations world-wide to establish and improve capabilities in service management. Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services. The capabilities take the form of functions and processes for managing services over a lifecycle, with specializations in strategy, design, transition, operation, and continual improvement. The capabilities represent a service organization’s capacity, competency, and confidence for action. The act of transforming resources into valuable services is at the core of service management. Without these capabilities, a service organization is merely a bundle of resources that by itself has relatively low intrinsic value for customers.

Course Objectives

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. The course covers the five core volumes which provide an end-to-end view of IT and its integration with business strategy. Those five core volumes are:

  • Service Strategy provides guidance on how to design, develop, and implement service management. It ensures that the overall business aims and strategy is supported by the IT organizations aims and strategy.
  • Service Design provides guidance on the design of new or changed services for introduction into the live environment
  • Service Transition provides guidance on managing change along with risk and quality whilst ensuring IT Operations can manage those changes within the context of the ICT Infrastructure.
  • Service Operation provides guidance on the day to day management of the ICT Infrastructure. It is also contributes to the Service Management Lifecycle for carrying out those processes which contribute to the optimization of the services provided.
  • Continual Service Improvement looks at the Service Management Lifecycle. It identifies opportunities for improvements in the efficiency, effectiveness of the processes and optimization of the costs associated with service provision.


Target Audience

This course is aimed at all levels of IT professionals, Customers, and Users involved in the provision or receipt of IT Services.

Course Outline

ITIL overview

  • Overview of the drivers for ITIL® V3
  • Key differences between ITIL® V2 and ITIL® V3 – What are the major changes?
    • New concepts, definitions and terminology
    • Key processes and functions

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

  • Objectives and business value
  • The main components (the new books) within the 5 stages in the lifecycle:
    • Service Strategy
    • Service Design
    • Service Transition
    • Service Operation
    • Continual Service Improvement

Key Principles of IT Service Management

  • Types of service providers
  • Five key aspects of Service Design
  • The 7 “Rs” of Change Management
  • Service “V” model
  • Continual Service Improvement model
  • The need for IT Governance and control
  • Process development characteristic and guidelines


Introduction to Basic Concepts, Objectives and Activities

  • Service Portfolio Management
  • Service Level Management
  • Incident Management
  • Change Management
  • Demand Management
  • Financial Management
  • Service Catalogue Management
  • Availability Management
  • Capacity Management
  • Supplier Management
  • Information Security Management
  • IT Service Continuity Management
  • Service Asset and Configuration Management
  • Release and Deployment Management
  • Event Management
  • Problem Management
  • Request Fulfillment
  • Access Management
  • The 7 step improvement process


Overview of the functions

  • Service Desk
  • Application Management,
  • Operations Management
  • Technical Management


Organization structure

  • Key roles and responsibilities
  • Technology and Architecture considerations


Program Material (handouts)

This training program includes the following as reference documentation:

  • Program slide presentation
  • ITIL® V3 Syllabus document
  • Study Material
  • ITIL® V3 acronyms and glossary
  • Sample examination questions and answers