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ITIL® 2011 Foundation (Certificate)

IT Chapter
Training overview
3 days
1,550 CAD + tax
English, French
On-site / Company-specific
Next start date: Delivered at a time and date of your preference - North America
Start dates
North America
Delivered at a time and date of your preference  (English)
1,550 CAD
Delivered at a time and date of your preference  (French)
1,550 CAD

Course description

ITIL® 2011 Foundation (Certificate)ITIL® 2011 Foundation (Certificate)

This ITIL 2011 Foundation training course serves as an introductory course, allowing participants to gain an understanding of the basic structure and content of the third version of ITIL. This training course provides participants with a comprehensive overview of IT Service Management (ITSM). Upon successful completion of this training course, participants will have a firm grasp of ITSM and will be on their way to further specialized learning.

ITIL® 2011 Foundation (Certificate) is an excellent stepping stone for those seeking a change in the management of IT services throughout their organization. The materials of this course include an introduction to the basic ideas of process management and IT service approach underlying in the ITIL library. The ITIL 2011 Foundation is a prerequisite for other advanced ITIL certifications, which IT Chapter also offers.


A maximum of 8 participants can attend this onsite training course.

Who should attend?

This course is best suited for the following participants:

  • Executives and key stakeholders
  • Process Owners and Managers
  • Senior technical and operational staff
  • IT professionals and Consultants
  • IT customers

Training Content

Course Content

The content of this onsite training course is structured as follows:

  • Introduction to Service Management
    • Evolution of Service management
    • Definition of Service and Service Management
    • Service Management as best practice
    • Importance of adopting a service and continual improvement culture and approach
    • Interface to other framework and standards (i.e. ISO/IEC 20000)

  • The Service Lifestyle
    • Purpose, objectives and scope of the five ITIL® service lifecycle stages
    • Objectives and business value
    • Main components within the 5 stages in the lifecycle

  • Generic Concepts and Definitions
    • Clarify key terminology and concepts of service management

  • Key Principles and Models
    • Service Strategy
    • Service Design

  • Phases and Processes
    • Service Strategy
    • Service Design
    • Service Transition
    • Service Operation
    • Continual Service Improvement
    • Functions
    • Roles
    • Technology and Architecture

Certification Exam

The ITIL® 2011 Foundation certification exam is broken down as follows:

  • Closed book exam
  • 40 questions to be answered within 60 minutes*
  • The passing mark is 65% or more than 26 correct answers

Non-native English speakers who take the exam in English will be allowed an additional 15 minutes and allowed use of a dictionary.


The cost of this onsite training course is 1,550 CAD.

About supplier

IT Chapter

IT Chapter

IT Chapter has operated in the field of IT since 2003 and conducted accredited IT training sessions since 2009. Based in Montreal, Quebec, IT Chapter has grown its expertise in the areas of Information Technology, ITIL® Processes Implementation, ITSM Consulting...

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Allan Sonac, President, Efficiens Inc
I attended the ITIL certification course given by IT Chapter and taught by Svetlana. I'm extremely satisfied with the course and the way the material was presented and her personal help to all her students. Her knowledge of the IT industry is outstanding and you can learn a lot as she has extensive experience.
David Lareau, IT Director
The knowledge and experience of the instructor really gave us confidence for passing the certification
Jeanine Hage, COO & Partner, SBX Technologies
I knew Svetlana as an ITIL trainer. Svetlana is professional, very knowledgeable in ITIL related subjects and passionate about her work. Svetlana is driven to learn more and does not hesitate to generously share her knowledge on ITIL and its related fields during the sessions. It was a pleasure to sit on her sessions
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ITIL® 2011 Foundation (Certificate)
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