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ITIL Foundation Training

Live Online & Classroom Enterprise Certification Training

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Master the core concepts of ITIL services lifecycle and lifecycle stages. ITIL Foundation certification is the first certification in the ITIL® roadmap. It provides you with an overview of entire ITIL®; that means you would learn about 5 lifecycle modules, 23 out of 26 processes and 4 functions of IT Service Management. And our expert trainers make it seemingly easy for anyone to understand these concepts about IT Service Management. ITIL certification will enable a service organization’s capacity, competency, and confidence for action, Learn how ITIL processes are used and contributed in service management to increase productivity with SpringPeople ITIL Foundation Training.

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What is ITIL training about?

ITIL Foundation Training is authorized  course content developed by Axelos and will be delivered by Axelos Certified instructor. This course will help candidates to learn and  apply ITIL tools, practises and concepts to enhance their business needs. Candidates will also gain practical knowledge of service strategy, service design, service transition, service operations and continual service improvement.

With this certification, candidates will gain an in-depth knowledge of how to use and apply the ITIL framework and identify the areas of improvement within the process.  Candidates will also learn to implement ITIL in their organization to increase competence and boost the productivity of their IT staff.

What are the objectives of ITIL training?

    After attending the ITIL Foundation Training, candidates 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 training for?

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

    What are the prerequisites for ITIL training?

    There are no prerequisites for this training

    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, 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,,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,, 4.2.5,
      • Problem management (SO 4.4.1, 4.4.2,, 4.4.5,, not section on problem analysis techniques (
      • 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?

    SpringPeople trainers have undergone a rigorous certification process to meet the high standards laid out by AXELOS for certified instructors. With hands-on knowledge of the ITIL lifecycle & service management as a practice, the trainers bring deep technical expertise implementing these solutions for enterprises. They have extensive experience in training end users on the AXELOS technologies.

    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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