Course description
ITIL Foundation (Version 5) introduces the essential concepts, language and approaches used to manage and improve digital products and services. Learn how organisations create value through services, align service management with business outcomes and support continual improvement.
ITRoute offers instructor-led training from Sydney, with live online options for learners across Australia subject to intake availability. Sessions combine explanations, service management scenarios, group discussions and exam-focused revision to help connect ITIL concepts to everyday IT operations.
This foundation-level course is suitable for help desk and IT support staff, service desk analysts, IT operations professionals, team leaders, project staff, career changers and anyone who works with technology-enabled services. No formal prerequisite is required.
ITIL Foundation (Version 5) course outline
Key learning areas covered during the course include:
- Core ITIL terminology, concepts and the purpose of service management
- Value creation, service relationships and stakeholder outcomes
- Service management principles and organisational context
- Service value, processes, practices and collaboration
- Measurement, feedback and continual improvement
- Applying ITIL concepts to practical service management scenarios
Practical learning and course inclusions
Training is designed around guided scenarios, discussions, exercises, study guidance and exam preparation. Course materials, official exam voucher and examination fees may vary by intake and offer. Please confirm inclusions in writing before enrolment.
What You Will Learn – ITIL Foundation (Version 5)
Develop a practical understanding of IT service management concepts and how teams deliver, support and improve services that create value for customers and organisations.
1. ITIL and Service Management Fundamentals
- Purpose and benefits of IT service management
- Key terms: services, products, value and outcomes
- Roles of service providers, consumers and stakeholders
2. Value Creation and Service Relationships
- Value co-creation and customer experience
- Understanding costs, risks and desired outcomes
- Service offerings and service relationships
3. Guiding Concepts and Organisational Context
- Principles for effective service management decisions
- Collaboration and end-to-end thinking
- Connecting people, technology, partners and workflows
4. Service Management Practices
- Service desk and user support scenarios
- Incident, request, problem and change-related activities
- Knowledge sharing and coordinated service delivery
5. Measurement and Continual Improvement
- Defining service objectives and useful measures
- Feedback, reporting and improvement opportunities
- Prioritising actions and evaluating results
6. ITIL Foundation Exam Preparation
- Review of essential terminology and concepts
- Scenario-based discussions and knowledge checks
- Exam-style questions and revision strategies
Hands-on Practical Training
Work through realistic IT service desk and service management scenarios, such as handling incidents and requests, improving a service workflow, defining service outcomes and identifying opportunities for continual improvement.
Course timetable, study options & price
Choose a learning format that suits your work and personal commitments. Contact ITRoute to confirm the next available ITIL Foundation (Version 5) intake, delivery method, course duration and enrolment details.
| Intake | Timetable | Course Price |
|---|---|---|
| Full Time | 14 Dec - 16 Dec 25 Jan - 27 Jan 08 Mar - 10 Mar 19 Apr - 21 Apr 31 May - 02 Jun 12 Jul - 14 Jul 23 Aug - 25 Aug | A$1,795 + GST |
| Part Time | Enquire for availability | A$1,795 + GST |
| Weekend | Enquire for availability | A$1,795 + GST |
| Live Online / Flexible | Ask about live online delivery across Australia | A$1,795 + GST |
Schedule note: Course dates, duration, delivery options, pricing, course materials and exam-voucher inclusion are subject to confirmation before booking.
Job prospects after ITIL Foundation (Version 5)
ITIL Foundation can complement technical skills for people working in service delivery, support and operations. It may be useful for the following roles, although certification alone does not guarantee employment or promotion.
How this course supports your career
Build shared IT service management vocabulary, improve collaboration with technical and business teams, and demonstrate foundational knowledge of service delivery and continual improvement. Pair ITIL training with practical experience and relevant technical certifications for broader career development.
Who should attend?
Suitable for service desk staff, IT support professionals, system and network administrators, IT managers, service delivery teams, business stakeholders and career changers. No formal prerequisite is required, although familiarity with workplace IT services is helpful.
Training delivery
Sydney classroom
Instructor-led sessions with trainer interaction, practical discussions and guided exercises, subject to confirmed intakes.
Live online
Attend live instructor-led training remotely from across Australia when an online intake is available.
Flexible learning
Enquire about available study resources, practice questions and alternative delivery arrangements.
Frequently asked questions
What is ITIL Foundation (Version 5)?
It is an entry-level ITIL certification covering core concepts and terminology for managing, delivering and improving technology-enabled services.
Do I need IT experience before attending?
No formal prerequisite is required. Familiarity with IT support or service delivery can help you relate the concepts to workplace situations.
What is the ITIL Foundation (Version 5) exam format?
The Foundation exam is 60 minutes with 40 multiple-choice questions. The passing score is 65%. Confirm current exam policies and any accommodations with the official certification provider before booking.
Is the certification exam included in the course price?
Exam-voucher and exam-fee inclusion depends on the intake and written quotation. Ask ITRoute to confirm what is included before enrolling.
Can I attend online?
Live online delivery may be available for learners across Australia, depending on the confirmed course schedule.
Will ITIL Foundation help me get an IT job?
It can support your understanding of IT service management and strengthen your professional development, but employment outcomes also depend on experience, practical skills and employer requirements.