Realdolmen Education


ITIL® Foundation

This course is currently not scheduled on the open calendar, but can be organized on request.

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3 day(s)


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. Also, IT professionals who are working within an organisation that has adopted and adapted ITIL®, and who need to be informed about, and thereafter contribute to, an ongoing service improvement programme. The intendend audience may include, but is not limited to, IT professionals, business managers and business process owners.


No prerequisites.


The purpose of the ITIL® Foundation workshop in IT Service Management is to help you gain knowledge of the ITIL® terminology, structure, and basic concepts, and help you comprehend the core principles of ITIL® practices for Service Management.


Instructor-led workshop with practical exercises.


This 3-day workshop is the best starting point for those who want a broad introduction to IT Service Management, and to ITIL® edition 2011 in particular. ITIL® 2011 is the latest and most relevant version of the ITIL® framework, officially released in 2007. The Foundation workshop content is based on official specifications and also considered an excellent preparation for the exam that leads to the official ITIL® Foundation certificate.

As a general principle, between 6 and 16 participants are allowed to the workshop in order to maximize peer learning (e.g. game, case, group exercises, quiz...).

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.


  • Introduction to IT Service Management
    • What is IT Service Management?
    • What are Services?
    • What are processes and how are they defined?
    • What is the difference between processes and functions?
    • How does ITIL® fit within IT Service Management?
    • What determines the current success ITIL®?
    • What is the ITIL® Service lifecycle?
  • Service Strategy.
    • Introduction to Service Strategy.
    • Determining Resources and Capabilities.
    • Definition of the ‘Value’ of a service.
    • Processes within Service Strategy.
  • Service Design.
    • Introduction to Service Design.
    • Definition of the 4P’s of Service Design.
    • Explanation of the Sourcing models.
    • Processes within Service Design.
  • Service Transition.
    • Introduction to Service Transition.
    • Definition of the Service-V model.
    • Processes within Service Transition.
  • Service Operation.
    • Introduction to Service Operation.
    • Pitfals in the execution of Service Operation.
    • Importance of communication within Service Operation.
    • Processes within Service Operation.
  • Functions and roles.
    • Difference between functions and processes.
    • Definition of possible functions within IT.
    • Roles.
    • Linking functions with processes.
    • Definition and use of RACI models.
  • Knowledge Management.
    • Definition of the Service Knowledge Management System.
    • Definition of the DIKW model.
    • use of tools within Service Design.
    • Use of tools within Service Transition.
    • Use of tools within Service Operation.
  • Continual Service Improvement.
    • Introduction to Continual Service Improvement.
    • Definition of the Deming quality cycle (PDCA).
    • The importance of measuring.
    • Definition of baselines.
    • Processes within Continual Service Improvement.
  • Exam preparation.
    • Example questions.
    • Tips & tricks in reading and interpreting the questions.
    • Practical information concerning the exam.
  • Conclusions.
    • Course wrap-up.
    • Final summary of the key concepts.
  • ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.