Information Technology Infrastructure Library (ITIL) Course

The Information Technology Infrastructure Library (ITIL) is a framework based on industry best practices to apply IT service management business processes to IT management.

The ITIL Foundations course includes the following:

  • ITIL and the Service Lifecycle
  • Service Strategy Fundamentals
  • Service Strategy Processes
  • Service Design Fundamentals
  • Service Design Processes
  • Service Transition Processes and Policies
  • Introduction to Service Operation
  • Service Operation Processes
  • Continual Service Improvement

Course Overview

Introduction to Service Management

The place and case for ITIL


  • Achieving a service culture
  • Managing perceptions

Service Level Management

  • What constitutes an Incident
  • The Incident life cycle
  • Different roles in Incident resolution

Problem Management
    •    How Problems are identified
    •    Proactive Problem Management

Service Desk

  • Role and responsibilities
  • Desk structures – local, central, virtual
  • People and technologies

Configuration Management

  • Planning effective Configuration Management
  • Configuration items and the Configuration

Management Database

  • The five key stages (PICSV)

Change Management

  • A scalable process for managing change
  • Role of the Change Manager and the Change

Advisory Board

  • Standard Change Models

Release Management

  • Relationships to Change and Configuration Management
  • The Definitive Software Library (DSL)
  • Release types
  • Releasing and rollout

Availability Management


  • Availability and Reliability
  • Understanding the customer view and calculating


  • Release types
  • Releasing and rollouts

IT Service Continuity Management

  • Relationships to Change and Configuration Management
  • Main stages of IT Service Continuity Management
  • Identifying Risks and Countermeasures
  • Contingency options and Disaster Recovery

Capacity Management

  • The three sub-processes
  • Capacity Management activities
  • The Capacity Plan and other outputs

Financial Management for IT Services

  • How Budgeting, Accounting and Charging work together
  • Budgeting and Cost Types
  • IT Accounting and producing a Cost Model
  • Charging and Charging policies


  • Grade 10 AND
  • Learners must be at least 16 years of age AND
  • Learners must be able to read and write in EnglishIT Related qualification and experience. 


Learners attend instructor- led sessions at our Richards Bay centre, training includes practicals. Seats are limited to 08 learners per class ensuring each learner receives individual attention and gain the required skill to perform tasks at hand. 


Learners are assessed continuously throughout their learning experience at InfoAvenue to ensure understanding and skill gain. On successful course completion learners will receive InfoAvenue Course Mastery Certification. International exams are optional and can be written at any Pearson Vue Testing Centre in South Africa at a fee. 


Registration Fee: R300
(Payable on Registration, once off)

cash payment: R6 600

R3 900 Deposit, R3500 for 1 month

Course Duration
2 Months 

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