All organizations that use IT depend on IT to be successful. If IT processes and IT services are implemented, managed and supported in the appropriate way, the business will be more successful, suffer less disruption and loss of productive hours, reduce costs, increase revenue, improve public relations and achieve its business objectives.

ITIL is a public framework that describes best practice in IT service management. It provides a framework for the governance of IT, and the management and control of IT services. ITIL focuses on the continual measurement and improvement of the quality of IT service delivered, from both a business and a customer perspective. This focus is a major factor in ITIL’s worldwide success and has contributed to its prolific usage and to the key benefits obtained by those organizations deploying the techniques and processes throughout their organizations. Some of these benefits include:

  • increased user and customer satisfaction with IT services
  • improved service availability, directly leading to increased business profits and revenue
  • financial savings from reduced rework or lost time and from improved resource management and usage
  • improved time to market for new products and services
  • improved decision-making and reduced risk


The ITIL® Foundation course provides comprehensive coverage of the ITIL® core principles, basic concepts and terminology of this framework. Participants will be shown how the ITIL® framework, processes and functions are essential in providing quality IT Service Management and how the framework can become the driving force behind change in an IT organisation. Through interactive mock exam questions participants gain the knowledge and skills required to take the ITIL® Foundation Certification exam with success.


By the end of this course, you will be able to:

  • understand the importance of taking a systematic approach to the management of IT services
  • identify the costs, benefits and problems of introducing and running Service Management
  • understand what process/service-oriented work signifies for IT and what improvement it can mean for the organisation
  • list the concepts, goals, activities, benefits and threats of all ITIL® processes and their relationship with other processes
  • identify security issues throughout the ITIL® processes
  • understand the crucial role SLAs play in ensuring both the customer and IT provider understand an organisation's business and IT requirements
  • pass the ITIL® Foundation exam. Taking the exam is optional and leads to the ITIL® Foundation Certificate, which is recognised internationally and rated as the benchmark in terms of IT Service Management. More than 90 % succeed in their exam from the first time.

Destiné à

  • Those who require a basic understanding of the ITIL framework
  • Those who need understanding of how ITIL can be used to enhance IT service management within an organization
  • IT professionals or others working within an organization that has adopted and adapted ITIL and who need to be informed about, or contribute to, ongoing service improvement.

There are no specific prerequisites, but people attending the course should have a basic working knowledge of IT or experience of working in a customer service role.


The ITIL foundation seminar gave me a clear and complete overview of all composing parts and processes that are involved in an IT environment. Good refresh of processes that were known already, and completion of some knowledge gaps.

Kris De Bauw, Sr Project Leader, Wolters Kluwer Belgium

A strong basis on service management and an excellent stepstone for more practical trainings.

Tom Herman, QA consultant, Kapla Consulting

The content is structured and summarized in an efficient way that helps to clearly differentiate between all the aspects of IT. It didn't feel as an usual training because it's very interactive and meaningful, I had no problem to stay focused all the way.

Johan Hermans, IT Support Engineer, Linklaters LLp

I knew ITIL was a theoretical approach, which was visible in the course documentation. The teacher however tried to introduce practical examples which often helped to understand better the content.

Wim Hofmans, Eusap Competence Support Manager, Manasco

Very qualified trainer. He gave a very clear and detailed explanation.

Bart Van Maercke, Service Desk Engineer, Synergics


1. Service Management as a practice

2. Key concepts, models and definitions

3. Introduction to the IT Service Life Cycle

  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation
  • Continual Service Improvement

4. Processes, Roles and Functions in the ITIL® framework

5. Technology and Architecture

6. Competence and Training

7. Exam preparation


Maurits Baeyens

Maurits Baeyens is an IT Service Management trainer and practitioner with broad international and practical experience. He combines trainings with consultancy and coachings, offering a full recipe for successful ITSM practices. Maurits delivers all trainings that are part of the official ITIL® qualification scheme in Belgium, the Netherlands, France, Great-Britain, Sweden, the USA and Canada. He combines the use of other best practices like Kepner-Tregoe and COBIT in his consultancy work. He also is a qualified Apollo ITIL trainer.

Informations pratiques

Prix: 1 100 EUR (hors TVA)

Les formations Kluwer sont susceptibles de bénéficier de différentes subventions. Un instrument pratique qui vous permet de ne payer q'une partie vous-même


(1) Please note that the ITIL® Foundation Exam is not included in this training. If you would like to take the ITIL® Foundation exam, you can register via Kluwer Training is affiliate of DPM Services, an Accredited Training Organization by EXIN. (2) ITIL® is a registered trade mark of AXELOS Limited. The Swirl logo™ is a trade mark of AXELOS Limited. The ITIL® Licenced Affiliate logo is a trade mark of AXELOS Limited. Kluwer Training is affiliate of DPM, an Accredited Training Organization by EXIN.

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