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ITIL's Professional qualifications

Service Management

Foundation Course

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Course Information

Certification summary

ITIL is the world’s most widely used IT Service Management framework, if you wish to learn how to apply specific ITIL tools, techniques and concepts to improve the way you can contribute value towards your business, then please read on.

Exam Information

Exams summary

All the following exams are covered within this course:

EX0-101 - ITIL Management Foundation

A closer look...

The Information Technology Infrastructure Library (ITIL) is a standard for IT services best practices that is widely adopted across the globe. This course series will cover all of the knowledge needed for the exam for the ITIL Foundation Certificate, which demonstrates your knowledge and mastery of the ITIL system. Practice exams are also included, which will provide in-depth instructional feedback on each question to thoroughly cover every subject you'll need to master such as Service Management, Key Principles and Models and Technology and Architecture.

Career & Job Opportunities

Our ITIL training course for Service Management is an internationally recognised ITIL qualification. It's the only performance-based certification that validates the skills needed in order to obtain the best value out of your business. The ITIL Service Management role has an average wage of £45,000pa in the UK (as of currently 2015).

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jobs for the ITIL Service Management role

We will work with you to ensure that you can find work in IT after completing your ITIL Service Management course

Working with JobcentrePlus and our Recruitment Partners across the UK, we will work with you to ensure that you can find work in IT (an not in any job) through job interviews and applications. We aim to get you in an IT job role on completion of your ITIL learning course. If you have no qualification or background in IT, we will provide you with the necessary training for the experience required. For existing ITIL specialists, we can upgrade your qualifications and improve your career prospects. Do not allow your lack of experience or self-confidence deny you from a career in I.T - it is a lot easier (and enjoyable too) than most people think, once you learn the basics.

  • Take on a new adventure with the ITIL interactive video demos
  • Promotions. Gain access to the ITIL learning library for 10 days.

  • Contact us about our ITIL student placement service
  • If your aim is employment/career advancements through IT training, see how you can achieve this together with your tutor.


of ITIL students are being offered a salary of more than £45,000pa in the UK.

The exam

The ITIL Training Course is the latest generation in the ITIL learning technology and as such there is no current retirement plan for its exams. Below is a breakdown of the exam for this certification and how it is made up.

More Exam Information

ITIL Service Management Foundation

This course is set out in the following modules:

- Service Management
- Service Lifecycle
- Generic Concepts
- Key Principles and Models
- Selected Processes...


ITIL Service Management Foundation

This exam measures your ability to accomplish the technical tasks listed:

  • Service Management
    • Describe the concept of best practices in the public domain
    • Describe and explain why ITIL is successful
    • Define and explain the concept of a service
    • Define and explain the concept of internal and external customers
    • Define and explain the concept of internal and external services
    • Define and explain the concept of service management
    • Define and explain the concept of IT service management
    • Define and explain the concept of stakeholders in service management
    • Define processes and functions
    • Explain the process model and the characteristics of processes
  • Service Lifecycle
    • Describe the structure of the ITIL service lifecycle
    • Account for the purpose, objectives and scope of service strategy
    • Briefly explain what value service strategy provides to the business
    • Account for the purpose, objectives and scope of service design
    • Briefly explain what value service design provides to the business
    • Account for the purpose, objectives and scope of service transition
    • Briefly explain what value service transition provides to the business
    • Account for the purpose, objectives and scope of service operation
    • Briefly explain what value service operation provides to the business
    • Account for the main purpose, objectives and scope of continual service improvement
    • Briefly explain what value continual service improvement provides to the business
  • Generic Concepts
    • Utility and warranty
    • Assets, resources and capabilities
    • Service portfolio
    • Service catalogue (both two-view and three-view types)
    • Governance
    • Business case
    • Risk management
    • Service provider
    • Supplier
    • Service level agreement (SLA)
    • Operational level agreement (OLA)
    • Underpinning contract
    • Service design package
    • Availability
    • Service knowledge management system (SKMS)
    • Configuration item (CI)
    • Configuration management system
    • Definitive media library (DML)
    • Change
    • Change types (standard, emergency and normal)
    • Event
    • Alert
    • Incident
    • Impact, urgency and priority
    • Service request
    • Problem
    • Workaround
    • Known error
    • Known error database (KEDB)
    • The role of communication in service operation
    • Release policy
    • Types of services
    • Change proposals
    • CSI register
    • Outcomes
    • Patterns of business activity
    • Customers and users
    • The Deming Cycle (plan, do, check, act)
  • Key Principles and Models
    • Describe value creation through services
    • Understand the importance of people, processes, products and partners for service management
    • Understand the five major aspects of service design
    • Explain the continual service improvement approach
    • Understand the role of measurement for continual service improvement
  • Selected Processes
    • Service portfolio management
    • Financial management for IT services
    • Business relationship management
    • Service level management (SLM)
    • Service catalogue management
    • Availability management
    • Information security management (ISM)
    • Supplier management
    • Supplier management
    • Capacity management
    • IT service continuity management
    • Design coordination
    • Change management
    • Release and deployment management
    • Knowledge management
    • Service asset and configuration management (SACM)
    • Transition planning and support
    • Incident management
    • Problem management
    • Event management
    • Request fulfilment
    • Access management
  • Selected Functions
    • Explain the role, objectives and organizational structures for the service desk function
    • State the role and objectives of the The technical management function
    • The application management function
    • The IT operations management function (IT operations control and facilities management)
  • Selected Roles
    • Account for the role and the responsibilities of the process owner, process manager, process practitioner
    • Recognize the responsible, accountable, consulted, informed (RACI) responsibility model and explain its role in determining organizational structure
  • Technology and Architecture
    • Understand how service automation assists with expediting service management processes
  • ITIL Qualification Scheme
    • Competence and skills for service management
    • Competence and skills framework
    • Training

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Teachers & IT professionals

A prestigious qualification which will distinguish you from the crowd of 21st century geeks

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Looking to start a healthy, rewarding & lucrative career in I.T

Is this course right for you?

But is this course right for you?

Will it provide you with the skills that you need, or the career you'd like to explore? If you are not 100% sure that it's correct for you then we highly recommend that you experience our trial courses and assessments to get an accurate insight to the ITIL Service Management course and its certification. You can sign up for this below or use it to ask our lecturers some questions. You can also call us on 0800 622 69 69 and speak to one of our course advisers and they will help you choose the perfect certification tailored to your needs.




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