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All Classes Will Be Held Virtually – Live Online Intertech's Training Division has been successfully instructing professionals through virtual live online training since the advent of the smartboard. It is a proven form and offers the convenience of live questions, group interaction, and labs with an instructor looking over your shoulder. Because of this, we will continue all classes live but virtually, including Agile and Scrum instruction, so businesses and individual’s seeking professional development can keep moving forward during these unexpected times.

ITIL® Foundation Training

Duration: 3 Days

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ITIL® (Information Technology Infrastructure Library) is the most widely accepted approach to IT service management in the world. ITIL® provides a cohesive set of best practice, drawn from the public and private sectors internationally.

The ITIL® Foundation training course is the entry level certification course for IT Service Management Best Practices training in ITIL®. This course covers the latest version of core ITIL® best practices presented from a lifecycle perspective. The ITIL® Foundation training course introduces the principles and core elements of IT service management (ITSM) based on ITIL® 2011 edition. ITIL® is comprised of five core publications: Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement, promoting alignment with the business as well as improving operational efficiency.

Upon completion of the ITIL® Foundation training course, students will have “foundational” knowledge of the functions, roles, and processes that span the service lifecycle. Students will be able to correctly:

  • Articulate key concepts
  • Use common terminology
  • Describe overall goals, benefits, activities, and success factors
  • Define concepts in Service Strategy, Service Design, Service Transition, Service operation, and Continual Service Improvement
  • Recommend metrics
  • Discuss the basic cross-functional dependencies for each

Bring This Course To You

For groups of 5 or more, let Intertech bring this course to your location. Customized versions tailored towards your objectives are also available.

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IT Professionals, IT Support Staff, Application, Project and Business Managers, Any member of an IT team involved in the delivery of IT Services.


There are no pre-requisites for this course, although a basic knowledge of Service Management concepts will be helpful.

Course Outline


  • ITIL History
  • Introduction To The Service Lifecycle
  • Introduction To Service Management As A Practice

Service Strategy

  • Service Strategy Goals
  • Service Strategy Business Value
  • Service Strategy Key Concepts
  • Service Strategy Key Functions and Processes
  • Service Strategy Roles
  • Class Exercises

Service Design

  • Service Design Goal
  • Service Design Business Value
  • Service Design Key Concepts
  • Service Design Key Functions and Processes
  • Service Design Roles
  • Class Exercises

Service Transition

  • Service Transition Goals
  • Service Transition Business Value
  • Service Transition Key Concepts
  • Service Transition Key Functions and Processes
  • Service Transition Roles
  • Class Exercises

Service Operation

  • Service Operation Goals
  • Service Operation Business Value
  • Service Operation Key Concepts
  • Service Operation Key Functions and Processes
  • Service Operation Roles
  • Class Exercises

Continual Service Improvement (CSI)

  • Continual Service Improvement Goals
  • Continual Service Improvement Business Value
  • Continual Service Improvement Key Concepts
  • Continual Service Improvement Key Functions and Processes
  • Continual Service Improvement Roles
  • Class Exercises


  • Glossary
  • Acronym List
  • Bibliography
  • Class Exercises / Practice Exams

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