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Testimonial: I have found that the new HDAA Knowledge Base reduces the time it takes me to research industry stats & reliable information for the ITSM sector. It’s easy to use search functionality encompassing KCS principles, helps to filter & tailor my searches more accurately & there are numerous new services now available through the website. Every time I return to the site there is new information published. Very impressive.
Chris Powderly, Support & Services Manager, Allens

ITIL® v3 Foundation

Date: 19-21 Sep 2018, 9:00 am-5:00 pm
Venue: IBIS Hotel, 600 Little Bourke St, Melbourne
Availability: Public , Online , Onsite
Certification: ITIL®
Prerequisites: None
Certification Exam Information


This certification verifies that support center professionals possess the knowledge of the ITIL framework necessary to support an ITIL initiative. ITIL Foundation certified individuals have demonstrated their awareness of the ITIL processes and terms and satisfied the prerequisite requirement for pursuing additional ITIL certifications.

This Peoplecert accredited course outlines the ITIL best-practices framework and prepares the participant for the ITIL Foundation certification exam, a prerequisite for all other ITIL certifications. This course provides an understanding of the service lifecycle and processes as well as the best and common practices for IT Service Management.

Whether adopting ITIL or embarking on continuous service improvement, participants will gain a fundamental understanding of how IT service, support, and delivery can be best organized to align IT with business needs, improve service quality, and reduce long-term costs.

HDAA Line SeparatorThis course focuses on:

  • Service Strategy - Developing & implementing service management as a strategic asset;
  • Service Design - Transform business requirements into strategic solutions;
  • Service Transition - Manage change, risk, & quality assurance;
  • Service Operation - Establish day-to-day business operations & customer expectations; and
  • Continual Service Improvement - Creating & maintaining value for customers through identifying & implementing improvements to throughout the lifecycle.

HDAA Line SeparatorCourse Outline:

Unit 1:
Introduction & ITSM Overview 
  Unit 4:
Service Transition
- What is ITIL?
- The ITIL Library
- ITIL Core Publications
- Lifecycle Relationships
- Best Practice
- IT Service Management (ITSM)
- Stakeholders & Customers
- Functions, Processes & Roles
- Competence, Skills & Training
- Governance
  - Purpose, Objectives, Scope & Value
- Definitions & Concepts
- Transition Planning & Support Process
- Change Management Process
- Service Asset & Configuration Management Process
- Release & Deployment Management Process
- Knowledge Management
Unit 2:
Service Strategy
  Unit 5:
Service Operation Functions
- Purpose, Objectives, Scope & Value
- Definitions & Concepts
- Assets, Resources & Capabilities
- Value
- Risk
- Service Automation
- Patterns of Business Activity
- Service Portfolio Management Process
- IT Financial Management Process
- Business Relationship Management Process
  - Purpose, Objectives, Scope & Value
- Definitions & Concepts
- Role of Communication
- Incident Management Process
- Event Management Process
- Request Fulfilment Process
- Problem Management Process
- Access Management Process
- Service Desk Function
- Technical Management Function
- Application Management Function
- IT Operations Management Function
Unit 3:
Service Design
  Unit 6:
Continual Service Improvement
- Purpose, Objectives, Scope & Value
- Definitions & Concepts
- The Four Ps
- The Five Major Aspects of Design
- Design Coordination Process
- Service Level Management Process
 - Service Catalogue Management Process
- Supplier Management Process
- Capacity Management Process
- Availability Management Process
- IT Service Continuity Management (ITSCM) Process
- Information Security Management (ISM) Process
  - Purpose, Objectives, Scope & Value
- Definitions & Concepts
- The Deming Cycle
- The Seven-Step Improvement Process
- CSI Approach
- CSI Concepts
- Measurements & Metrics
- Approach for Success

HDAA Line SeparatorWho Should Attend:

- All levels of support personnel within an IT service delivery organisation;
- IT Managers; - Support Team Leaders;
- Service Desk Supervisors;                - Change Managers;
- Service Level Managers; - Problem Managers;
- Operations Managers; - Account Managers who interact between  the business and I.

HDAA Line SeparatorFurther Details:


  • The ITIL Certification Exam is included in all HDAA's ITIL Public Course pricing; and
  • The Online Course does not include the Certification Exam.

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About ITIL.

Cancellation & Transfer Policy.

For an On-site quote, please contact HDAA on T: 1300 130 447. 

For HDAA member pricing please view training course fees in the Price Guide



Public:(Non Member) $1650.00 (inc GST)
Online:(Non Member) $363.00 (inc GST)