ITIL® V3 Foundation Certificate in IT Service Management

The Information Technology Infrastructure Library (ITIL®) is a set of concepts and practices for managing Information Technology (IT) services (ITSM), IT development and IT operations.

ITIL® gives detailed descriptions of a number of important IT practices and provides comprehensive checklists, tasks and procedures that any IT organization can tailor to its needs. ITIL® is published in a series of books, each of which covers an IT management topic.

Responding to growing dependence on IT, the UK Government's CCTA in the 1980s developed a set of recommendations. It recognised that without standard practices, government agencies and private sector contracts were independently creating their own IT management practices.

Target Audience

The target group of the ITIL® Foundation certificate in IT Service Management is drawn from:

  • Individuals who require a basic understanding of the ITIL framework and how it may be used to enhance the quality of IT service management within an organization
  • Leadership team of IT organizations who would like to provide a strategic approach to service deliveryby creating& enhancing value of their clients business and helping them achieve their business objectives.
  • Professionalsinvolved in IT infrastructure management (including application development and application management) working within an organization that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an on-going service improvement programme.


  • There are no formal prerequisites for this course or examination. The training course presumes that the participants have some basic understanding of IT. Basic knowledge of IT/Service Management among delegates makes it easier to comprehend the course.
  • There is no pre-course work for ITIL® V3 Foundation

Course Objectives

There are no formal prerequisites for this course or examination. The training course presumes that the participants have some basic understanding of IT. Basic knowledge of IT/Service Management among delegates makes it easier to comprehend the course.

    Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this certification:
  • Introduction to ITIL
  • Service Management as a practice
  • Service Lifecycle
  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation
  • Continual Service Improvement
  • Technology and Architecture
  • ITIL Practice Exam

Examination Format

  • Type: Multiple Choices
  • Number of Questions: 40
  • Duration: Maximum 60 minutes
  • Pass Score: 65%
  • Delivery : Online or Paper Based
  • Open/Closed Book: Closed Book

Independent Consultant

Lins Paul is a multi-faceted professional with nearly 22 years of experience with renowned success of consistent achievement in a Senior Management capacity primarily in IT Infrastructure Management. Lins Paul last worked as Global Leader, Project Management at Honeywell IT Services and has served as IT Effectiveness leader and IT Service Management Leader for Asia Pac. Prior to that she had worked with various MNCs like McKinsey, Computer Sciences Corporation, Hewlett Packard, and Compaq etc. She served as Vice President of Programs in the Executive Board of PMI North India Chapter.She also holds a handful of professional certifications like COBIT, ITIL Service Manager, Six Sigma Green Belt, PMP, MCSE etc.

A technocrat with track record of delivering value to organizations through effective strategy planning and leading new initiatives, she is also an enterprising leader with abilities to lead large complex projects for the organization. She possesses credibility & personal integrity that leaves lasting impression with corporate decision makers, motivates employees and generates loyalty. An effective communicator with excellent relationship building & interpersonal skills makes her a popular speaker at major conferences in the field of Project Management in India and abroad. She had achieved various awards in organizations she worked for her commitment to work and demonstrating excellence in various fields. Her recent external recognitions/awards include:

CIO Ones to Watch honoree for 2011

2nd Runner up in the category “Leading Woman in IT” in 2009 at Women Leaders in India Conference

She strongly believes her positive attitude keeps her always happy and leads to success. She loves to learn from inspiring leaders & role models and lead by example to give back to the community. The quote that influenced her most is “Be the change you want to see in this world” by Mahatma Gandhi.

How ITIL benefits your organization & career around the process of IT?

  • Improve resource utilization & IT Services
  • Be more competitive
  • Decrease rework & reduced costs
  • Improved productivity & eliminate redundant work
  • Global recognition
  • Improved customer satisfaction through a more professional approach to service delivery
  • Improved use of skills and experience
  • Improved delivery of third party services
  • Improve upon project deliverables and time
  • Improve availability, reliability and security of mission critical IT services
  • Justify the cost of service quality
  • Provide services that meet business, customer and user demands
  • Recruited ITIL qualified personnel are potentially able to integrate into another ITIL organization so much easier
  • Integrate central processes
  • Document and communicate roles and responsibilities in service provision
  • Learn from previous experience
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