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The Information Technology Infrastructure Library (ITIL®) is a core set of best practices for IT service management which serve to align IT services with business needs. ITIL is a great value add for people who work in large service oriented IT organizations. This is a globally recognized and accepted standard for IT service management.

The ITIL® Foundation training programme trains candidates to communicate effectively in their companies as well as with customers and decreases response time. It provides a thorough understanding of the concepts, terms and terminologies of ITIL, IT service management practices and how to implement them to streamline processes for continuous improvement.

This is a 2-day course and offers you 16 PDUs certificate. Continuous exam preparation support with exhaustive course materials and exam questions

Who should aim for this course?

  • IT architects/ managers
  • IT architects, planners and consultants
  • IT support teams
  • Service delivery professionals
  • Database administrators
  • Quality analysts
  • Process owners
  • Application management teams

Examination

To become an ITIL® Foundation certified professional, one must appear for the one-hour online ITIL® Foundation certification examination

  • Number of questions: 40
  • One-hour examination
  • Pass percentage: 65% (26 marks)
  • Multiple choice questions
  • Closed book exam

Course Curriculum

  • What is ITIL?
  • Benefits of getting ITIL certified
  • Service Management as a practice
    • Introduction
      i. What is a Service?
      ii. Types of Service
      iii. Customer
      iv. Types of Customers
      v. Stakeholders
    • Service Management
      i. IT service management and IT service provider
      ii. Service provider types
    • Processes and Functions
      i. What is a process?
      ii. The process model
      iii. Characteristics of a process
      iv. What is a function?
      v. Service automation
    • ITIL service lifecycle
    • Case Study 1
    • Quiz

  • Purpose, Objectives and Scope
  • Value of Service Strategy to business
  • Key concepts and definition
    • Utility and warranty
    • Assets, resources and capabilities
    • Governance
    • Risk Management
    • Patterns in Business activity
  • Processes
    • Service Portfolio management process
    • Purpose, Objective and Scope of SPM process
    • What is Service portfolio?
    • Financial management process
    • Purpose, Objective and Scope for FM process
    • Budgeting, IT accounting and charging
    • Business case and its structure
    • Business Relationship management process
    • Purpose, Objective and Scope of BRM process
    • Difference between Business Relationship management and Service Level management
  • Quiz

  • Purpose, Objectives and Scope of Service Design
  • Service Design package and its contents
  • Four key elements of Service Design
  • Service composition
  • Major aspects of Service Design
  • Service Level Management
    • Purpose, Objectives and scope of SLM
    • SLR and SLA
    • SLA contents
  • Monitoring and Improving Service Delivery
    • Service review and improvement
  • Processes
    • Service Catalogue management process
    • What is a Service Catalogue?
    • Purpose, Objectives and Scope of SCM process
    • Availability management process
    • Effect of Downtime
    • Improving Availability
    • Reliability and Serviceability
    • Information Security Management process
    • Information Security Policy
    • Supplier Management process
    • Supplier categorization
    • Capacity Management process
    • Sub processes of CM process
    • Capacity planning
    • IT Service continuity management process
    • Assessing Business impact
    • Assessing Risk
    • Design coordination process
  • Roles and responsibilities
    • RACI model
  • Quiz

  • Purpose, Objectives and Scope
  • Value of Service Transition to Business
  • Change Management Process –
    • Purpose, Scope and Objectives
    • Types of changes
    • Change Advisory Board (CAB)
  • Processes
    • Transition planning and support process
    • Service Asset and Configuration management process
    • Configuration Items
    • Description of Configuration model
    • Configuration Management System
    • Knowledge Management process
    • Release and Deployment Management process
    • Release policy
  • Case Study 2
  • Quiz

  • Purpose, Objectives and Scope
  • Service Desk function
  • Incidents, Problems, known errors, workaround
  • Processes
    • Incident and Problem management processes
    • Interface with other processes
    • Request Management
    • Event management
    • Access management
  • Quiz

  • Purpose, Objectives and Scope of CSI
  • CSI approach
  • CSI register
  • Quality improvement using Deming’s cycle
  • Service measurement
  • Output of CSI
  • Seven step improvement process
  • Quiz
  • Case Study 3