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ITIL Foundation Training

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The official ITIL foundation training helps you to master the general awareness of the key elements, concepts, and terminology used in the ITIL service lifecycle, including the links between lifecycle stages, the processes used and their contribution to service management practices.

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PDP BG 1
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What is ITIL Foundation training about?

Master ITIL foundation training and apply ITIL tools, practises and concepts to enhance your business needs. Gain practical knowledge on service strategy, service design, service transition, service operations and continual service improvement.

Understand how to use and apply ITIL framework and identify the areas of improvement with the process.

Get certified in V3 ITIL foundation training and implement ITIL in your organization to increase competence and boot your productivity of IT staff. 

What are the objectives of ITIL Foundation training?

 After completing ITIL foundation training, you will be able to understand:

  • Service management as a practice
  • The ITIL service lifecycle 
  • Generic concepts and definitions
  • Key principles and models
  • Selected processes
  • Selected functions
  • Selected roles
  • Technology and architecture
Available Training Modes

Live Online Training

12 Hours

Classroom Training

 

2 Days
PDP BG 2

Who is ITIL Foundation training for?

  • All professionals and teams working/aspiring to work with the IT service industry are ideally recommended to take up this certification training.

What are the prerequisites for ITIL Foundation training?

  • There is no defined eligibility criterion for ITIL V3 Certification Foundation Certification. ITIL Foundation certification is in itself a prerequisite for other levels of ITIL certifications

Course Outline

  • Service management as a practice
    • Describe the concept of best practices in the public domain
    • Describe and explain why ITIL is successful
    • Define and explain the concept of a service
    • Define and explain the concept of internal and external customers
    • Define and explain the concept of internal and external services
    • Define and explain the concept of service management
    • Define and explain the concept of IT service management
    • Define and explain the concept of stakeholders in service management
    • Define processes and functions
    • Explain the process model and the characteristics of processes
  • The ITIL service lifecycle
    • Describe the structure of the ITIL service lifecycle
    • Account for the purpose, objectives and scope of service strategy
    • Briefly explain what value service strategy provides to the business
    • Account for the purpose, objectives and scope of service design
    • Briefly explain what value service design provides to the business
    • Account for the purpose, objectives and scope of service transition
    • Briefly explain what value service transition provides to the business
    • Account for the purpose, objectives and scope of service operation
    • Briefly explain what value service operation provides to the business
    • Account for the main purpose, objectives and scope of continual service improvement
    • Briefly explain what value continual service improvement provides to the business
  • Generic concepts and definitions
    • Utility and warranty
    • Assets, resources and capabilities
    • Service portfolio
    • Service catalogue (both two-view and three-view types) (SD 4.2.4.5, Fig.4.4, Fig. 4.5)
    • Governance
    • Business case
    • Risk management
    • Service provider
    • Supplier
    • Service level agreement (SLA)
    • Operational level agreement (OLA) (SD 4.3.4)
    • Underpinning contract
    • Service design package
    • Service knowledge management system (SKMS)
    • Configuration item (CI)
    • Configuration management system
    • Definitive media library (DML)
    • Change
    • Change types (standard, emergency and normal)
    • Event
    • Alert
    • Incident
    • Impact, urgency and priority
    • Service request
    • Problem
    • Workaround
    • Known error
    • Known error database (KEDB)
    • The role of communication in service operation
    • Release policy
    • Types of services
    • Change proposals
    • CSI register
    • Outcomes
    • Patterns of business activity
    • Customers and users
    • The Deming Cycle (plan, do, check, act)
  • Key principles and models
    • Service strategy
    • - Describe value creation through services (SS 3.2.3, 3.2.3.1,Fig 3.6, Fig 3.7, not section on "Marketing mindset")
    • Service design
    • - Understand the importance of people, processes, products and partners for service management
    • - Understand the five major aspects of service design
    • Service solutions for new or changed services
    • Management information systems and tools Technology architectures and management architectures
    • The processes required
    • Measurement methods and metrics Continual service improvement
    • Explain the continual service improvement approach
    • Understand the role of measurement for continual service improvement and explain the following key elements:
    • Relationship between critical success factors (CSF) and key performance indicators (KPI)
    • Baselines
    • Types of metrics (technology metrics, process metrics, service metrics)
  • Processes
    • The purpose of this unit is to help the candidate understand how the service
    • management processes contribute to the ITIL service lifecycle, to explain the purpose,
    • objectives, scope, basic concepts, activities and interfaces for four of the core
    • processes, and to state the purpose, objectives and scope for eighteen of the
    • remaining processes.
    • The list of activities to be included from each process is the minimum required and
    • should not be taken as an exhaustive list.
    • Specifically, candidates must be able to:
    • Service strategy
    • State the purpose, objectives and scope for:
    • Service portfolio management
    • The service portfolio
    • Financial management for IT services
    • Business case
    • Business relationship management
    • Service design
    • Explain the purpose, objectives, scope, basic concepts, process
    • activities and interfaces for:
    • Service level management (SLM)
    • The following list must be covered:
    • Service-based SLA
    • Multi-level SLAs
    • Service level requirements (SLRs)
    • SLA monitoring (SLAM) chart
    • Service review
    • Service improvement plan (SIP)
    • The relationship between SLM and BRM
    • State the purpose, objectives and scope for:
    • Service catalogue management
    • Availability management
    • Service availability
    • Component availability
    • Reliability
    • Maintainability
    • Serviceability
    • Vital business functions (VBF)
    • Information security management (ISM)
    • Information security policy
    • Supplier management
    • Supplier categories
    • Capacity management
    • Capacity plan
    • Business capacity management
    • Service capacity management
    • Component capacity management
    • IT service continuity management
    • Purpose of business impact analysis (BIA)
    • Risk assessment
    • Design coordination
    • Service transition
    • Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for:
    • Change management
    • Types of change request
    • Change models
    • Remediation planning
    • Change advisory board / emergency change advisory board
    • Lifecycle of a normal change
    • State the purpose, objectives and scope for:
    • Release and deployment management
    • Four phases of release and deployment
    • Knowledge management
    • Data-to-Information-to-Knowledge-to-Wisdom (DIKW) & SKMS
    • Service asset and configuration management (SACM)
    • Transition planning and support
    • Service operation
    • Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for:
    • Incident management (SO 4.2.1, 4.2.2, 4.2.4.2, 4.2.5, 4.2.6.4)
    • Problem management (SO 4.4.1, 4.4.2, 4.4.4.2, 4.4.5, 4.4.6.4), not section on problem analysis techniques (4.4.4.3)
    • State the purpose, objectives and scope for:
    • Event management
    • Request fulfilment
    • Access management
    • Continual service improvement
    • State the purpose, objectives and scope for:
    • The seven-step improvement process
  • Functions
    • Explain the role, objectives and organizational structures for The service desk function
    • State the role and objectives of:
    • - The technical management function
    • - The application management function with application development
    • - The IT operations management function (IT operations control and facilities management)
    • - The recommended study period for this unit is minimum 1 hour.
  • Roles
    • Account for the role and the responsibilities of the
    • - Process owner
    • - Process manager
    • - Process practitioner
    • - Service owner
    • Recognize the responsible, accountable, consulted, informed (RACI) responsibility model and explain its role in determining organizational structure.
  • Technology and architecture
    • Understand how service automation assists with expediting service management processes
  • Competence and training
    • Competence and skills for service management
    • Competence and skills framework
    • Training
  • Mock exam
    • ITIL Foundation mock exam

Who is the instructor for this training?

The trainer for this ITIL Foundation has extensive experience in this domain, including years of experience training & mentoring professionals.

Course Logo

ITIL Foundation - Certification & Exam

SpringPeople has been accredited as an ITIL foundation training organization by PEOPLECERT on behalf of AXELOS. This accredited training is aligned to the ITIL Foundation certification by AXELOS.

The certification fee is included as part of the training fee. The exam vouchers can be availed through SpringPeople

Click here to download the exam guide.

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