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ITIL® V3 Foundation Training Course

Your Starting Point In ITIL® (IT Service Management Best Practice)


Following the successful launch of ITIL® 4, with the higher modules from the Managing Professional and Strategic Leader streams establishing themselves in the market - AXELOS has taken the decision to stop offering the previous version of the World’s leading certification in IT Service Management, ITIL® V3, by the end of 2021.

There will be a phased approach to discontinuing the Foundation and Intermediate examinations to allow you enough time to complete your ITIL® V3 Intermediate level certifications, so you can accumulate enough credits to qualify for the Transition examination.

Please Note: The confirmed timings are as follows:

  • ITIL® V3 Foundation – discontinued as of 1 July 2021
  • ITIL® V3 Intermediates – discontinued as of 1 Jan 2022
  • ITIL® MALC - discontinued as of 1 Jan 2022
  • ITIL® 4 Managing Professional Transition (English) - discontinued as of 1 July 2022

From March 2019 the ITIL® V3 Foundation course has been replaced by the ITIL 4 Foundation course, and for those that already hold the ITIL V3 Foundation we have the ITIL 4 Foundation Bridge course. allowing existing V3 Foundation certificate holders to 'bridge over' to the new qualification.

The ITIL® V3 Foundation course will now only be available either on demand, via e-learning or on-site. Call or email for details. ITIL® V3 Foundation will remain available as will the ITIL® V3 intermediate courses until June 2020. Call for further details.

Our ITIL® V3 Foundation training course is the first step towards gaining that all-important qualification in ITIL®, the internationally recognised 'Best Practice' qualification for IT Service Management.

Our 3-day ITIL® V3 Foundation training course will take you through, at a high level, the processes that make up the ITIL® Service Management Lifecycle. This will give you a good understanding of how and why ITIL® is so useful to you and your organisation.

The ITIL® V3 Foundation exam is:

  • 1 hour
  • 40 questions
  • multiple choice

The exam pass mark is 26/40 or 65%.

Don't worry, though, you'll be well prepared for the exam by our highly experienced tutors and will have access to our interactive ITIL® Foundation Quiz to help you along the way.

Please Note

You can book this course and hold it in credit until you have decided on a specific course date. Alternatively, please view our other course dates.
Exam Included
3 Days
£895Excl. VAT

Course Outline

The course syllabus consists of 9 key units. Each unit will gradually increase your knowledge and understanding of the overall ITIL® Framework and its benefits.

  • Service Management as a Practice
    This unit will help you understand what we mean by 'a service' and explain the concept of Service Management as a practice.
  • The ITIL® Service Lifecycle
    This unit will help you understand the value of the ITIL® Service lifecycle, how the processes integrate with each other throughout the lifecycle and explain the objectives, scope and business value for each phase in the lifecycle.
  • Generic Concepts & Definitions
    This unit will help you define some of the key terminology and explain the key concepts of service management.
  • Key Principles & Models
    This unit will help you to comprehend and account for the key principles and models of Service Management and to balance some of the opposing forces within Service Management.
  • Selected Processes
    This unit will help you understand how the Service Management processes contribute to the ITIL® Service Lifecycle, to explain the purpose, objectives, scope, basic concepts, activities and interfaces for four of the core processes (Service Level Management, Change Management, Incident Management and Problem Management) and to state the purpose, objectives and scope for eighteen of the remaining processes.
  • Selected Functions
    This unit will help you explain the role, objectives and organisational structures of the Service Desk function and to state the role, objectives and overlap of three other functions.
  • Selected Roles
    This unit will help you to account for and be aware of the responsibilities of some of the key roles in Service Management.
  • Technology & Architecture
    This unit will help you to understand how service automation assists with advancing Service Management processes.
  • Competence & Training (Not Examinable)
    This unit will help you understand the key competencies and skills required for successful Service Management.


Our ITIL® V3 Foundation Certificate in IT Service Management is seen as the 'must-have' qualification for the IT professional who wishes to continue to develop their role within IT Service Management.

If you want to stand out from the crowd, achieving the ITIL® V3 Foundation qualification is certainly a step in the right direction. This training course provides an introduction to the key processes within the ITIL® V3 Framework.

Once ITIL® V3 Foundation accreditation has been achieved by passing the exam, you can then decide the relevant path that you wish to take through the ITIL® Intermediate level qualifications, ultimately achieving the ITIL® Expert accreditation or even ITIL Master.

Note: online training is also available

About the Course

All of our ITIL® tutors are experienced and accredited ITIL® Experts with relevant ITSM (IT Service Management) industry experience. They will explain in detail the benefits, inputs, outputs and challenges of each of the lifecycle stages:

  • ITIL® Service Strategy:
    You'll learn how customers, users and IT work together to achieve the aims of the organisation.
  • ITIL® Service Design:
    You'll learn how to ensure that the design of any services meet the needs of both the organisation and the IT teams.
  • ITIL® Service Transition:
    You'll learn about building and testing the services defined in the design stage, prior to promoting them to the live environment.
  • ITIL® Service Operation:
    You'll learn about the processes that will need to be in place to support the services once they have been implemented. You'll also learn about what is needed to monitor and support the services and fix any issues that may be identified.
  • ITIL® Continual Service Improvement:
    You'll learn that the aim of Continual Service Improvement is to regularly review the services in order to identify if any improvements are required.

Who Should Attend

  • Individuals who want a basic understanding of the ITIL® Framework and how it may be used to enhance the quality of IT Service Management within an organisation.
  • For IT professionals who are working within an organisation that has already adopted and adapted ITIL®, but who need to be informed about how they can contribute to an on-going service improvement programme.

Materials Provided

  • ITIL® V3 Foundation Handbook
  • ITIL® V3 Quick Reference Guide
  • ITIL® V3 Governance and Operational Process Map
  • ITIL® V3 Credit Profiler
  • Information for PeopleCert Exam Candidates
  • Hardback Course Manual
  • Course Slides
  • Exercises and Handouts
  • Sample Questions and ITIL® Foundation Quiz
  • Free Pen with Highlighter

Organisational Benefits

  • Reduced costs achieved through fewer incidents caused by failed change (less rework)
  • Improved productivity through more efficient and effective processes
  • Increased customer retention via improved customer satisfaction
  • Competitive advantages through improved speed to market of IT goods and services
  • Better adherence and compliance to contractual obligations in turn reducing legal risk and the associated costs

Individual Benefits

  • Enhanced career prospects with your organisation
  • Improved job opportunities within the ITSM industry
  • Increased job satisfaction
  • A better understanding of your role and the role of others, reducing conflict which may lead to stressful situations
  • The ability to measure your personal performance and worth based on Key Performance Indicators (KPI's)
  • Successful ITIL Foundation candidates are eligible to claim their one-year subscription to ITIL membership


There are no formal entry requirements for this ITIL® Foundation training course, although delegates should ideally have a general awareness of IT and a basic understanding of the business environment.

Photographic ID is required for all exams, otherwise results will be held until proof of identify can be provided.


  • Specific Course Joining Instructions
  • Course Syllabus
  • Notes and Course Introduction

Exam Overview

The ITIL® Foundation course ends with a 1 hour 'closed book' classroom based multiple choice paper of 40 questions. In order to gain the pass mark, you must achieve at least 26 marks out of possible 40 (65% is the target).

Each question comprises of 4 potential answers of which only 1 is correct. The correct answer will give you exactly 1 point and there is no negative marking.

Don't worry, though, you'll be well prepared for the one hour ITIL® Foundation exam by our highly experienced tutors and will have access to our interactive ITIL® Foundation Quiz to help you along the way.

Exam Type

Classroom Exam

Professional Development Units - PDUs

Our classroom based ITIL® Foundation training course does not currently attract any Professional Development Units – PDU's.

The course does however give you 2 Credits towards the ITIL® Expert qualification.


ITIL® Foundation Certificate in IT Service Management

Next Steps

Once you have completed your training and passed your ITIL certification exam you have several options available to you for further study to ITIL intermediate level and enhance your career prospects. These include:

ITIL® Lifecycle Modules

  • ITIL® Service Strategy
  • ITIL® Service Design
  • ITIL® Service Transition
  • ITIL® Service Operation
  • ITIL® Continual Service Improvement

ITIL® Capability Modules

  • ITIL® Service Offerings and Agreements
  • ITIL® Release, Control and Validation
  • ITIL® Operational Support and Analysis
  • ITIL® Planning, Protection and Optimisation

ITIL® BCS Specialist Certificates

  • ITIL® BCS Specialist Certificate in Service Desk & Incident Management
  • ITIL® BCS Specialist Certificate in Change Management
  • ITIL® BCS Specialist Certificate in Service Level Management
  • ITIL® BCS Specialist Certificate in Business Relationship Management
  • ITIL® BCS Specialist Certificate in Problem Management
  • ITIL® BCS Specialist Certificate in Supplier Management


Our ITIL® training programme is an excellent introduction to the ITIL® best-practice IT Service Management Framework. It gives you a sound footing for improving your success at work and/or continuing your development through the ITIL® Intermediate courses, with a possibility for eventually achieving ITIL® Expert level.

ITIL® V3 Foundation Course Dates

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