About this Course

Course code PBPITIL3FEL
Special Notices

The eLearning course covers the fundamentals of the IT Infrastructure Library (ITIL) core volumes which provide an end-to-end view of IT and its integration with business strategy. Those core volumes are: Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. It uses the ITIL IT Service Management Glossary of Terms & Definitions and ITIL IT Service Management Acronyms.

This eLearning course provides participants with a thorough grounding in ITIL Foundation. Written by QA's own skilled lecturers with extensive experience in the practical application of service management, the course includes support and on-line examination practice during the QA eLearning experience.

Candidates will be able to use our own online exam simulator and will be able to test what has been learnt and review recorded scores. Delegates will have access to 30 QA ITIL subject matter experts by email. Upon successful completion of the online tests the candidate is offered exam dates and attends QA to take their exam. Viewing the ITIL Foundation eLearning product and attempting all the exercises that we recommend will take approximately 8-10 hours. Delegates wishing to undertake the Foundation exam can expect to invest 21 hours of study, including additional reading and exam preparation.

Service Management as a practice.

This eLearning package includes:

  • The QA-authored ISEB accredited ITIL Foundation eLearning module (2 credits)
  • The official ITIL Foundation Handbook
  • Full tutor support from 30 industry experts
  • On-line exam simulator
  • ITIL Foundation examination

Once purchased, the eLearning and associated exam are active for a 12-month period only, you are required to have sat your exam within this timeframe.

What’s included

QA offers more benefits. Here is what's included with this course:

Exam(s) included

Exam Preparation Aid(s)

Tutor Support


This course is aimed at all levels of IT professionals, customers, and users involved in the provision or receipt of IT services.

If taking an exam, delegates are advised that Photo ID must provided (Driving License, Passport and named work ID badges are all acceptable). This an ISEB requirement and delegates will be turned away from the examination if Photo ID is not produced.


Module 1: Overview

  • Introducing the programme
  • ITIL Overview

Module 2: Service Strategy

  • Technical and Application Management
  • Demand Management
  • Financial Management
  • Service Portfolio Management

Module 3: Service Design

  • Service Level Management
  • Supplier Management
  • Service Catalogue Management

Module 4: Service Design

  • Capacity Management
  • Availability Management
  • Information Security Management
  • IT Service Continuity Management

Module 5: Service Transition

  • Change Management

Module 6: Service Transition

  • Release & Deployment
  • Service Asset & Configuration Management
  • Knowledge Management

Module 7: Service Operation

  • Service Desk
  • IT Operations Management

Module 8: Service Operation

  • Incident Management
  • Problem Management

Module 9: Service Operation

  • Event Management
  • Service Automation
  • Request Fulfilment
  • Access Management

Module 10: Continual Service Improvement

  • PDCA
  • Continual Service Improvement Model
  • Role of Measurement

Module 11: Qualification Scheme

  • ITIL Foundation Qualification Scheme
  • ITIL Foundation Examination advice

This eLearning Product includes a Pearson Vue voucher:

Upon request our QA exam team will email over details of your voucher exam code and instructions on how to book

The exam is multiple-choice. There are 40 questions to be completed in 60 minutes. The pass mark is 26 correct answers from 40 (65%).

ITIL® is a registered trade mark of AXELOS.

Delivery Method

Delivery method


Learn in your own time, at your own pace, and in the comfort of your own home, office, or even on your mobile device.

Total price: £370

ITIL® Foundation Certificate in IT Service Management eLearning with examination

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