CTG Academy

ITIL® 2011 Foundation

A highly intensive three-day course for IT managers, team leaders and other IT professionals who need an understanding of the ITIL® 2011 framework and how it can be used to improve the quality of IT services. It shows how ITIL® best practice can be adopted and adapted within an organisation.

The course focuses delegates on service quality and business value. It provides an insight into current Service Management thinking as well as preparing delegates for the ITIL® 2011 Foundation Certificate in IT Service Management examination.

ITIL® is a [registered] trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

IT Infrastructure Library is a [registered] trade mark of AXELOS Limited used, under permission of AXELOS Limited. All rights reserved.


Currently no (other) upcoming dates are planned for this course


Course Objectives

The training has the following objectives:

  • Prepare delegates for the Foundation certificate in IT Service Management
  • Give an overview of the contents of ITIL®: key concepts, definitions, terminology, processes, functions and roles
  • Understand the Service Lifecycle
  • Give an overview of the objectives, business value, basic concepts, main processes and functions for each phase of the Service Lifecycle
  • Relate the ITIL® framework approach to day-to-day IT activities
  • Introduce the service culture
  • Understand the benefits that Service Management can bring to an organisation and to the IT staff.

This course consists of formal lecturing, discussions, exercises and mock exams. Evening self-study will also be required. The ITIL® 2011 Foundation Certificate in IT Service Management examination is organised on the last afternoon. It is a one-hour, 40 question, multiple choice examination requiring 26 out of 40 (65%) to pass. The course is accredited and follows the official syllabus.

Typical Audience

This course is intended for anyone involved in service management and quality matters, including support engineers, IT team leaders, IT managers, change managers, infrastructure managers, service managers, ITSM consultants and quality managers.

Course Prerequisites

There are no specific prerequisites. However we strongly recommend that participants are ITIL aware and have at least 6 months experience in working in an IT organisation. A good knowledge of English is required.

Course Delivery

Throughout the course, an accredited ITIL trainer and Service Management expert provides lectures and gives exercises based on real world projects. Different mock exams ensure an optimal preparation for the real certification exam.

The course will be given in English. Course material is in English. The course and the exam are offered to you in cooperation with our partner SM2.

Course Venue

The course duration is 3 days.

The exam is organised at the end of the 3rd day and is a one-hour multiple choice exam.

This course can be given at the client’s premises or at CTG.

Course Administration


€ 1100/person for 3 days (exam fee is not included.) All prices are VAT excluded; course material, lunch and beverages are included.


By Participant: If a subscribed course participant is replaced by another participant or if the public course is postponed to a later date, no cancellation costs apply. A participant or a group that fails to attend, or that cancels a course without at least 15 working days written notice prior to the course start, is liable for the full subscription cost.
By CTG: CTG reserves the right to cancel a course at any time.

Course Logistics

All classroom courses begin promptly at 9am and are scheduled until 5pm.
All courses are organised at the CTG premises in Diegem (Belgium) or can be given at the client site and are available for groups as well. Please contact us if you wish further information.
The standard language of each course is English.

* Prices subject to VAT

Course Outlines

Introduction to Service Management

  • Introduction to ITIL®
  • The Service Lifecycle
  • Key definitions and concepts: quality, process, function, role

Service Strategy

  • value to the business
  • service portfolio management
  • demand management
  • financial management

Service Design

  • service level management
  • service catalogue management
  • capacity management
  • availability management
  • IT continuity management
  • information security management
  • supplier management

Service Transition:

  • service asset and configuration management
  • change management
  • release and deployment management
  • knowledge management

Service Operation

  • incident management
  • event management
  • request fulfillment
  • problem management
  • access management

Continual Service Improvement

  • Deming cycle
  • CSI approach

ITIL® qualification


Preparation for the exam


Meet our trainers

CTG's trainers are experts in their domain and bring the course content based on their experience. Meet some of our trainers below.

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CTG Belgium NV

Culliganlaan 1D
phone: +32 2 720 51 70
fax: +32 2 725 09 20


Buffalo,New York
800 Delaware Ave
Buffalo, NY 14209-2094
phone: +1 716 882 8000
fax: +1 716 887 7464

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