198977 198977 ITIL® ITIL /media/3994843/itil-foundation.png
  • World’s most widely used ITSM framework
  • Accredited by PeopleCert
  • 94% average first-time pass rate
  • Expert tutor support
  • Credits awarded: 2
  • Exam simulator and revision modules

Key Features

Duration of access:
6 months

Training hours:
16 hours

Accredited by:

Training delivered by:
Good e-Learning

Free Exam Voucher

About the Course

This fully-accredited online training course equips students with knowledge of the key elements, terminology, and concepts of ITIL. It covers the end-to-end operating processes of creating, delivering, and continually improving IT products and services.

This online ITIL Foundation course was developed by experienced industry experts in ITSM study, consultancy, and training. The course is also accredited by PeopleCert, which is licensed by AXELOS as an examination institute for all ITIL courses.

‘ITIL v3 Foundation’ is an entry-level qualification in the ITIL v3 certification scheme. This is the first of five levels of ITIL expertise:

  • Level 1: ITIL Foundation – Fundamental concepts, elements, and terminology used in the ITIL Service Lifecycle
  • Level 2: ITIL Practitioner – Practical day-to-day application of the ITIL framework in business scenarios
  • Level 3: ITIL Intermediate – Certification courses which provide individuals with different pathways for specialization
    • Service Lifecycle - Modules with a broad management focus:
      • Service Design (SD)
      • Service Operation (SO)
      • Service Transition (ST)
      • Service Strategy (SS)
      • Continual Service Improvement (CSI)
    • Service Capability – Modules which offer more intense and specialized process-level knowledge:
      • Service Offerings and Agreements (SOA)
      • Release, Control, and Validation (RCV)
      • Operational Support and Analysis (OSA)
      • Planning, Protection, and Optimization (PPO)
  • Level 4: ITIL Expert – Expertise and knowledge of the ITIL scheme in its entirety
  • Level 5: ITIL Master – Reaching this level demonstrates a comprehensive understanding of the principles, processes and advanced techniques of the ITIL framework at strategic and management levels

Course Outline

Module 1: Introduction to IT Service Management
This module outlines the purpose, objective, and scope of the Service Lifecycle. We examine how services deliver value to organizations and study three of the service strategy processes:
Service Portfolio Management
Financial Management
Business Relationship Management

Module 2: Service Strategy (SS)
This module provides an overview of the most important practices for carrying out a service strategy. The module explains which services are required within the service strategy of an IT function. It also looks at the audiences that use them. We then look at delivering a service provision model and the organizational capabilities that are required for doing so. We also examine how to define the processes and services that underpin business objectives.

Module 3: Service Design (SD)
This module focuses on the purpose, objectives, scope, and business value of the Service Design phase. We present the four Ps that should be considered when designing a service: People, Processes, Products, and Partners. We then look through the five key aspects of Service Design, including designing the Service Solution and the systems and tools required to support it.

Module 4: Service Transition (ST)
In this module, we examine the seven different processes that make up the Service Transition phase of the ITIL Service Lifecycle. We also take an in-depth look at the Change Management processes within ITIL, including Transition and Knowledge Management.

Module 5: Service Operation (SO)
This module explores Incident Management, Problem Management, Access Management, Request Fulfillment, and Event Management. We then delve into the people involved in Service Operation, with a particular focus on the Service Desk function.

Module 6: Continual Service Improvement (CSI)
In this module, we explain CSI and ITIL’s seven-step improvement process. We examine the importance of measurement and look at appropriate Critical Success Factors and Key Performance Indicators.

Module 7: Conclusion.
In this module, we review the ITIL best practice framework and how it should be used. We also explain the certification scheme:

  • ITIL qualifications do not expire, so you can study at your own pace
  • Passing the Foundation exam earns you two credits and qualifies you to commence the Intermediate ITIL modules and earn additional credits
  • Gaining 17 credits will enable you to take the Managing Across the Lifecycle (MALC) module for five credits
  • ITIL Expert certification requires 22 credits
  • You are in control of where you want to focus your ITIL training efforts, as you can choose the Intermediate modules which best suit your needs


The course includes an exam voucher for the ITIL v3 Foundation examination, which can be taken virtually online using a service provided by PeopleCert.

  • Multiple-choice
  • 40 questions
  • 60 minutes (additional time will be available if English is not your first language)
  • Pass mark is 65% or 26/40
  • Closed-book

Please ensure that your device meets the system requirements before booking your exam. You can do so via this online test. Please visit the PeopleCert website for more information and guidance.

Benefits for Individuals

Becoming certified in ITIL can help IT professionals to enhance the quality, effectiveness, and efficiency of IT Service Management within their organizations. On completing this course, students will be able to:

  • Understand the importance of ITSM for organizations, IT service providers, and customers
  • Identify the different processes and functions of the IT Service Lifecycle
  • Understand the benefits of adopting ITIL within their organization
  • Feel confident in taking the ITIL v3 Foundation certification exam
  • Achieve a highly-valued ITSM qualification to boost their career

Benefits for Organizations

As a business grows and its opportunities evolve, IT services must be brought in line with the new demands of the organization. Those that adopt a consistent and repeatable process can effectively and efficiently enhance their services over time, polishing their competitive edge and consistently meeting the needs of clients and customers.

ITIL is a time-tested methodology. It allows organizations to thoroughly understand the requirements for implementing IT Service Management strategies. By structuring services efficiently, IT can deliver much greater business value.

There are several benefits to training staff in this globally-renowned methodology for IT Service Management:

  • Increased IT productivity and ROIs
  • Enhanced staff capabilities
  • Optimized utilization of assets
  • Improved communication between stakeholders
  • Identification of potential risks and challenges
  • Delivery of higher-quality products and services
  • Improved customer satisfaction
  • Effective team collaboration

This course is delivered by Good e-Learning who are the accredited training provider.

Key Features

Duration of access:
6 months

Training hours:
16 hours

Accredited by:

Training delivered by:
Good e-Learning

Free Exam Voucher



Why Choose Orbus Online Training

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Convince Your Boss Email

Dear [your boss's name]:

I'd like to expand and prove my technical skills by earning a ITIL®v3 Foundation Certification Certification. The registration fee is {{course.Price | currencySymbol:course.Currency}}.

When I pass this certification, you'll have proof of my ability to work with ITIL®v3 Foundation Certification. Orbus Software has training and online resources to help me prepare for the exam. I believe I'll be more effective and productive after achieving this valuable technical certification.

Let me know if you have any questions. In the meantime, you can find out more about this at https://www.orbussoftware.com/online-training/it-service-management/itil-v3-foundation-certification/. As you can see, the exam validates skills that are crucial to our team's success.

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