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ITIL® Foundation

Organizations providing services need to be efficient, effective, excellent, and equitable, with the customer at the heart of everything they do. A customer focus principle plays just as important a role for small frontline units as it would for large corporate organizations. The objective of this course is to provide the delegate with the basic components of what contributes to customer service excellence. When you understand your role of being a catalyst, you will become a Strong Relationship builder and an authority in your subject. You will understand where people are coming from and be very good at setting and exceeding expectations. You will become a strong networker and be sensitive and tuned in to the feeling of the customer and be able to articulate the real issues to your own organization.

Alannah Murray

Alannah has over 20 years’ experience in IT with a proven track record in designing and implementing service management processes and tools for Blue Chip organisations.  Alannah possesses a determined and enthusiastic personality and is an exceptional communicator with the ability to consult effectively and with influence at all levels.

She is a dedicated and driven professional with excellent leadership skills which have been obtained within key roles requiring advanced Service Management capabilities. She consistently demonstrates the commitment necessary to ensure full client satisfaction. She bears the responsibility for equipping staff with the expertise and motivation required to deal with the demands of both the business and IT service providers. Alannah is an ITIL Expert. In addition, she is PRINCE2® and COBIT5® certified and she has an excellent understanding of management methodologies and frameworks which translate her key qualities into her ability to provide effective management across all areas of a business function.  She also possesses the ability to strategize and implement key initiatives to ensure that future business growth and development are in line with the wider objectives of the organization.


What is the difference between ITIL® and IT Service Management?


An ITIL® framework is a set of best practices for managing an IT infrastructure while IT Service Management combines the use of that framework with people, process, technology and information perspectives in order to deliver cost-effective and quality IT services that satisfy business needs.  ITIL® as a framework is the "what" in managing IT and IT Service Management is the "how" to leverage ITIL® to achieve IT and business alignment.


How is the ITIL® Foundation exam structured, what is the pass mark and what is the global pass rate?


  • The ITIL® Foundation exam is objective in nature, which means you will be asked a question and expected to select one of the four available choices. One of the choices is the correct answer while the rest are incorrect.  There are 40 questions and, in order to pass the exam, you need to score at least 26 of them right, which equates to getting 65% of the answers correct. You have one hour to complete the exam.
  • According to the ITIL® official site, 90% of the delegates who write pass the Foundation exam, but this percentage varies slightly from region to region.


Why should I adopt ITIL® in my organisation and not one of the other Service Management frameworks?


Quite simply, ITIL® is the world’s most widely used IT Service Management Framework.  It is the most widely accepted approach to best practice service management in the world with the majority of the world's leading organizations using it. Celebrating 25 years of helping companies to benefit from

advancements in global best practice, ITIL® has become the choice of industry leaders worldwide - from small and medium sized enterprises to large corporations.


What are the most common mistakes that students make in the ITIL® Foundation exam?


  • Answering based on experience.  As professionals you may have some processes in place but these may not be based on best practice and candidates often choose the answer that aligns with their organizations’ practices, rather than what ITIL® prescribes
  • Lack of preparation.  You only need to get 65% of the total marks to pass the exam, but that doesn’t mean you should skimp on studying. There is a lot to cover and you should study every night so the amount of work is not as overwhelming before the exam if you haven’t prepared.
  • Missing definitions.  Committing entire sentences to memory difficult, but the ITIL® Foundation exam requires exact definitions. Questions are taken directly from the textbook.
  • Rushed reading and not reading the full question.  It’s easy to misunderstand the question and end up selecting the wrong answer.  Don’t be in a hurry to answer the questions. 60 minutes to answer 40 questions is plenty. Read every question fully and carefully. Understand what the question asks of you, answer it without looking at the choices (if you can) and then select the right answer from the list.


How does the ITIL® qualification schema work and what is the best path for me?


The ITIL® Qualifications scheme provides a modular approach to the ITIL® framework, and is comprised of a series of qualifications focused on different aspects of ITIL® Best Practice, to various degrees of depth and detail.

These are the levels of qualifications within the scheme:

The modular, tiered structure of the qualification not only offers candidates the flexibility in relating to the different disciplines and areas of ITIL®, but generally makes ITIL® qualifications more accessible and achievable.

Visit the for more information on the scheme structure:

The Information Technology Infrastructure Library (ITIL®) is a set of best practices for managing IT services that, when implemented within an organisation, will ensure that IT services are aligned to meet the needs of the business.  ITIL® is published in a series of five core volumes, each of which covers an ITSM lifecycle stage and the related processes and principles required to ensure that an IT organistion continually delivers value to the business by ensuring the business strategy is realized.

The ITIL® Foundation course is the entry level certification course for IT Service Management Best Practices based on ITIL® version 3. Participants will gain knowledge of the internationally recognized best practice terminology, principles and basic concepts of the Service Lifecycle approach to IT Service Management

Course Objectives

  • Understanding the processes, principles, concepts, benefits and challenges of ITIL®
  • Gain insight into the holistic Service Lifecycle approach that forms the core of ITIL®
  • Understand how these processes contribute to delivering value to an organization
  • Identify the activities and roles involved in the Service Lifecycle
  • Preparation for the ITIL® v3 Foundation examination

Who should attend?

  • Individuals who require an understanding of the ITIL® framework
  • Individuals who need to understand how ITIL® can be used to enhance the quality of IT service management
  • IT Professionals working within an organization that has adopted the ITIL® framework

Exam & Certification

ITIL® Foundation certificate (1 hour exam at the end of day 3)

Duration and Delivery.

3 Day Instructor-led classroom.


Some experience working in an IT organisation is recommended.

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.