This course, based on the ITIL best practice service lifestyle approach, provides IT managers, practitioners and anyone who uses IT services with a practical understanding of the key concepts, principles, processes, and functions that enables successful IT Service Management (ITSM) provision. The course intent is to provide proven practical guidance on how to successfully introduce an integrated ITSM framework and how best practices can be adopted and adapted within a student's organization. It also prepares students for the ITIL Foundation Certificate Examination. The multiple-choice exam contains 40 questions. To pass, students must get 26 or more questions correct, a 65% passing grade.