ITIL Foundation

ITIL Foundation Product Overview

ITIL® is the only consistent and comprehensive documentation of best practice for IT Service Management. Used by many hundreds of organizations around the world, a whole ITIL philosophy has grown up around the guidance contained within the ITIL books and the supporting professional qualification scheme.

ITIL Qualification Structure

Benefits for Individuals

• Provide a practical framework for identifying, planning, delivering and supporting IT services to the business.

• Increase business productivity, efficiency and effectiveness through more reliable IT services.

• Define processes with clearly documented accountability for each activity to increase efficiency.

• Enable a business to keep pace with change and drive business change to its advantage.

• Help employees to focus on the needs of the customers and user experience rather than spending too much time on technological issues..

Benefits for Organizations

• Align IT services with business priorities to achieve strategic objectives.

• Increase value from the service portfolio while reducing costs and risk.

• Enable successful business transformation and growth with an increased competitive advantage by defining and managing the customer and service portfolio.

• Increase competence, capability and productivity of IT staff and better utilize the skills and experience of staff.

• Improve user and customer satisfaction with IT as well as the end-user perception and brand image.

Foundation Level

The purpose of the ITIL Foundation certificate in IT Service Management is to certify that you have gained knowledge of the ITIL terminology, structure and basic concepts and have comprehended the core principles of ITIL practices for Service Management.

After completing the ITIL foundation course and exam, you will have gained knowledge and understanding in the following areas:

• Service management as a practice
• The ITIL service lifecycle
• Generic concepts and definitions
• Key principles and models
• Selected processes
• Selected functions
• Selected roles
• Technology and architecture
• Competence and training

Exam Format

• Multiple choice
• 40 questions per paper
• 26 marks required to pass (out of 40 available) - 65%
• 60 minutes duration
• Closed book.