ITIL® v3 Foundation Certificate in IT Service Management

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ITIL is the most widely adopted approach for IT Service Management in the world. It provides a practical, no-nonsense framework for identifying, planning, delivering and supporting IT services to the business.

At Glass Rock Solutions, we devise and deliver training solutions to corporate, government agencies, public sectors, multinational organisations and private individuals. We offer both in-house and online training. Glass Rock’s ITIL training teaches the essentials of IT Infrastructure Library (ITIL) and helps participants to understand how your organisation can benefit significantly by applying the ITIL principles to the work environment.

This course also includes the ITIL Foundation Handbook, containing over 300 pages of practical material for reference back in the workplace.

Key Topics

  • Philosophy of ITIL and IT Service Management
  • Understanding services and the business context of IT
  • Process theory and development
  • Key definitions and terminology
  • The ITIL Certification path
  • The IT Service Lifecycle Model
  • Service Strategy Service Design
  • Service Transition Service Operation Continual Service Improvement
  • Functions and Roles



Participants sit the ITIL Foundation Certificate Exam at the end of day three of the course. It is a 60 minute exam, with 40 multiple choice questions and a pass mark of 65% is required. Two practice exam papers are provided, and reviewed to assist in preparation. The exam is online in the classroom, and the results will be available immediately.

Successful candidates will be awarded two credits towards the ITIL Expert certification.

Learning Outcomes

After completing this ITIL training course, students will understand the concepts of how to manage and deliver an IT Service which is tailored to meet the needs of the business, using best practice as a guide. the course also covers such topics as designing of IT Services, Service Level Agreements, Change Management, and managing of incidents.

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Please fill out the form below and someone from our team will be in touch within the next 48 hours to get your training started.


    “Great Course, very practical strategies and take-aways. Instructor was very knowledgeable, able to provide spot-on examples.”

    Melroy, NAB



    Simone Heaperman - Landcom Program Manager

    When Simone Heaperman, the program manager, picked up the phone to speak with Preetie Shehkkar at Glass Rock Solutions, she had much to address and set right.


    Jane Hodgen - Tata Consultancy Services

    Tata Consultancy Services, a global technology leader with 450,000 employees worldwide, expect the best from anyone who works for them.


    Stuart Freer - University of New South Wales

    When Stuart Freer came to Australia, he was recruited as the Director, IT Service Delivery and Infrastructure, at the University of New South Wales.


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