ITIL® – Foundation Certification Training

Description

The ITIL® Foundation Certification Training by Certification Guide Inc. is designed to help professionals build a strong foundation in IT Service Management (ITSM) using the globally recognized ITIL framework. This course follows the latest ITIL 4 principles and focuses on aligning IT services with business goals to deliver value efficiently and consistently.

Through instructor-led training, real-world examples, and exam-focused preparation, you will gain a clear understanding of ITIL concepts such as the Service Value System, service lifecycle, key ITIL practices, and continual service improvement. The training emphasizes practical knowledge that can be applied immediately in real IT environments.

Whether you are new to IT service management or looking to formalize your experience with a recognized certification, this course prepares you to confidently pass the ITIL Foundation exam on your first attempt. Upon completion, you will be equipped to improve service quality, reduce costs, and enhance collaboration between IT and business teams.

Core concepts and terminology of ITIL® and IT Service Management
ITIL Service Value System and service lifecycle stages
Key ITIL practices and their role in service delivery
Relationship between IT services, processes, roles, and functions
How to align IT services with business objectives
Continual Service Improvement (CSI) principles and models
Best practices to improve efficiency, quality, and customer satisfaction
Exam-oriented knowledge to confidently clear the ITIL Foundation exam

Course Agenda

Introduction

The course objective
Overview of ITIL
Why ITIL is successful
ITIL 2011 Components
ITIL Core Publications
ITIL V3 Credit System
ITIL V3 Exam details

Module 01 : Principles of IT Service Management

IT Service Management Best Practices
Public and Proprietary Practices
Service Introduction
Service Management: Practices, Challenges and Benefits
Stakeholders in Service Management
Internal and External Customers and Services
Process: Characteristics
Functions Related to Service Management
How Process and Functions Operate
Roles in Service Management
RACI Model
Types of Service Providers
Suppliers and Legal Agreements

Module 02 : The Service Lifecycle

Module 03 : Service Strategy Stage: Introduction

Module 04 : Service Strategy Concepts

Service Utility and Warranty
Service Assets
Value Creation
Factors that Influence Customer Perception of Value
Business Outcome
Service Packages
Business Case and its Uses
Simple Business Case Structure
Risk
Service Management Technology and Automation
Automation Benefits
Service Management Tools

Module 05 : Service Strategy Processes

Demand Management Process – Purpose, Objective, Scope
Managing Demand for Services
Patterns of Business Activities and User Profiles
Service Portfolio Management-Introduction, Purpose, Objective, Scope
Service Portfolio- Component Diagram, Process
Financial Management for IT Service – Purpose, Objective, Scope, Activities, Benefits
Business Relationship Management – Purpose, Objective, Scope
BRM- External and Internal Service Providers
Business Relationship Manager – Responsibilities

Module 06 : Service Design Stage: Introduction

Module 07 : Service Design: Key Concepts

Module 08 : Service Design: Processes

Service Catalogue Management- Purpose, Objective, Scope, Two View Structure, Three View Structure
Role of Service Catalogue Manager
Service Level Management- Purpose, Objective, Scope, Process Activities, Key Terms
Service Level Management- Relationship Between Service Catalogue and Agreements
Service Level Management – Design SLA Structure
Content of an SLA, Service Review
Service Improvement Program
Service Level Management vs Business Relationship Management
Supplier Management- Purpose, Objective, Scope
Supplier and Contract Management Information System
Supplier Management and Service Level Management
Role of Supplier Manager
Capacity Management – Purpose, Objective, Scope, Process Activity, Sub processes
Business Capacity Management
Service Capacity Management
Component Capacity Management
Capacity Management- Capacity Plan
Availability Management
Concepts related to Expanded Incident Lifecycle
IT Service Continuity Management
Information Security Management and Framework
IT Security Policy
Information Security Management
Design Coordination and Governance

Module 09 : Service Transition: Introduction

Module 10 : Service Transition: Processes

Introduction to Service Transition Process
Transition Planning and Support
Change Management and Model
Change Advisory Board and Change Manager
7 R’s of Change Management
Change Matrix
Service Asset and Configuration Management
Configuration Baseline and Database
Definitive Media Library
CMDB and DML
Secure Library and Secure Stores
SACM – Logical Model
Relationship Between CMDB, CMS and SKMS
Release and Deployment Management Process
Release Policy
Release and Deployment Approaches
RDM Phases
Release Management
Knowledge Management
Sata-Information-Knowledge-Wisdom (DIKW)

Module 11 : Service Operation: Introduction

Module 12 : Service Operations: Processes

Event Management
Event Logging and Filtering
Managing Exceptional Events
Alerts and Incidents
Incident Management
Priority
Process Interfaces
Problem Management
Known Errors and Known Error Database
Types of Problem Management Processes
Request Fulfilment
Service Request
Access Management

Module 13 : Service Operations: Functions

Module 14 : Continual Service Improvement: Introduction

Module 15 : Continual Service Improvement: Key Principles and Models

CSI Organizational Change
CSI Register
Service Measurement
CSI- Monitor and Measure
Type of Metrics
CSI-Measurement and Metrics
PDCA-Deming Cycle
Seven-Step Improvement Process
Seven Step SIKW Model
CSI Approach

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No prior ITIL certification is required
Basic understanding of IT concepts is helpful but not mandatory
Laptop or desktop with stable internet access for online sessions
Attend all training sessions to receive the exam voucher
Exam voucher will be shared after course completion
Certification can be downloaded from the AXELOS / PeopleCert portal
For rescheduling or cancellation, contact support@certificationguide.com

This course is ideal for:
IT professionals and IT support staff
Service desk and operations team members
IT service managers and team leads
Business analysts and process managers
Fresh graduates starting a career in IT
Professionals preparing for advanced ITIL certifications

2 days (16 hours) of instructor-led classroom or live online training
Lifetime access to ITIL Foundation courseware
Chapter-end quizzes and real-life industry case studies
ITIL Foundation exam practice simulations
Official ITIL Foundation exam voucher (valid for 12 months)
16 PDU / contact hours certificate
Course completion certificate from Certification Guide Inc.