About the program


By the end of this training you will

  • Learn about IT Service Management best practices, generic ideas, key standards, and ITIL® 2011 process models that are required to clear the ITIL Foundation exam
  • Gain an extensive understanding of the purpose, objective and scope of service strategy, service design, service transition, service operations, and Continual Service Improvement
  • Learn how to apply ITIL tools, techniques and concepts to improve efficiency and effectiveness in business changes to optimize customer experience
  • Understand how to apply lean principles and automate standard tasks, to improve efficiency of ITSM processes
  • Save costs by centralizing activities and teams using well defined fit-for purpose and fit-for-use processes

Who you should do this course?

ITIL certification is a basic requirement for working professionals and freshers who needs an essential understanding of ITIL® framework and how it can be utilized to enhance the quality of IT service management within an organization. This certification is most suited for:
  • IT Managers/Support teams
  • System Administrators/Analysts
  • Operations Managers
  • Database Administrators
  • Service Delivery Professionals
  • Quality Analysts
  • Application Management team/Development team
  • Process Owners/Practitioners
Contact US

Call us : +1-800-543-5571
Mail us : training@infotek-solutions.com

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Course curriculum

  1. Introduction to service management
    • Introduction to Service Management Lifecycle
    • Principles of IT Service Management
    • Objectives
    • IT Service Management
    • Public and Proprietary
    • Service Introduction
    • Service Management
    • Challenges in Service Management
    • Benefits of IT Service Management
    • Stakeholders in Service Management
    • Internal and External Customers
    • Internal and External Services
    • Process
    • Process Characteristics
    • Functions Related to Service Management
    • How Processes and Functions Operate
    • Roles in Service Management
    • RACI Model
    • Types of Service Providers
    • Supplier and Contracts
  2. Service management lifecycle
    • The Service Lifecycle Preview
    • Objectives
    • Components of Service Management Lifecycle
    • Interactions in the Service Lifecycle
    • Relationship between Governance and ITSM
  3. Introduction to Service Strategy
    • Introduction to Service Strategy
    • Service Strategy
    • Objectives
    • Service Strategy Processes
    • Types of Services
    • Service Strategy-Customers and Users
  4. Service Strategy Concepts
    • Service Strategy Concepts
    • Objectives
    • Service Utility and Warranty
    • Service Assets
    • Value Creation
    • Factors that Influence Customer Perception of Value
    • Customer Perception of Value
    • Business Outcomes
    • Service Packages
    • Business Case and Its Uses
    • Business Case Structure
    • Risk
    • Service Management Technology and Automation
    • Automation Benefits Preview
    • Service Management Tools
  5. Service Strategy Processes
    • Service Strategy Processes
    • Objectives
    • Demand Management
    • Managing Demand for Services
    • PBA and UP
    • Service Portfolio Management
    • Service Portfolio-Components
    • Service Portfolio Management-Process
    • Financial Management-Activities
    • Financial Management-Benefits Preview
    • Business Relationship Management
    • BRM External and Internal Service Providers
    • Business Relationship Manager Responsibilities
  6. Introduction to service design
    • Introduction to Service Design
    • Objectives
    • Service Design
    • Roles in Service Design
  7. Key concepts in service design
    • Key Concepts in Service Design
    • Objectives
    • 4 Ps of Service Design
    • Major Aspects of Service Design
    • Service Design Package
  8. Service design processes
    • Service Design Processes
    • Objectives
    • Service Catalogue Management-Overview
    • Service Catalogue Management Two View Structure
    • Service Catalogue Management Three View Structure
    • Role of Service Catalogue Manager
    • Service Level Management-Overview
    • Service Level Management-Process Activities
    • Service Level Management-Key Terms
    • Relationship between Service Catalogues and Agreements
    • Service Level Management Designing SLA Structures
    • Content of an SLA
    • Service Level Management-service
    • Service Improvement Program
    • Interfaces To Service Level Management
    • Service Level Management Vs. Business Relationship Management
    • Supplier Management-Overview
    • Supplier And Contract Management Information System
    • Supplier Management And Service Level Management
    • Supplier Categorisation Preview
    • Role Of Supplier Manager
    • Capacity Management-Overview
    • Capacity Management-Process Activities
    • Sub Processes in Capacity Management
    • Capacity Management-Capacity Plan
    • Availability Management-Overview
    • Availability Management-Key Terms
    • Availability Management-Expanded Incident Lifecycle
    • Concepts Related To Expanded Incident Lifecycle
    • IT Service Continuity Management-Overview
    • IT Service Continuity Management-Key Terms
    • IT Service Continuity Management-lifecycle Activities
    • Information Security Management-Overview
    • Information Security Framework
    • IT Security Policy
    • Information Security Management System
    • Design Coordination-Overview
    • Design Coordination And Governance
  9. Introduction to Service Transition
    • Introduction to Service Transition
    • Objectives Preview
    • Service Transition-Overview
    • Configuration Item
    • Configuration Management System
  10. Service Transition Processes
    • Service Transition Processes
    • Objectives
    • Introduction to Service Transition Processes
    • Transition, Planning and Support
    • Introduction to Change Management
    • Change Management-Overview
    • Change Model
    • Types of Change
    • Key Terminologies
    • Change Proposal
    • Change Management Process-Change Flow
    • Change Advisory Board
    • Change Manager-Responsibilities
    • 7 Rs of Change Management
    • Change Metrics
    • Key Challenges in Change Management
    • Service Asset and Configuration Management-Overview
    • Configuration Baseline and Database
    • Definitive Media Library
    • CMDB and DML
    • Secure Library and Secure Stores
    • SACM-Logical Model
    • Relationship between CMDB, CMS and SKMS
    • Introduction to Release and Deployment Management
    • Release and Deployment Management-Overview
    • Release Policy
    • Types of Releases
    • Release and Deployment Approaches
    • RDM Phases
    • Introduction to Knowledge Management
    • Knowledge Management-Overview
    • Data-Information-Knowledge-Wisdom
  11. Introduction to Service Operations
    • Introduction to Service Operations
    • Objectives
    • Service Operations-Overview
    • Role of Communication
    • Types of Communication
    • Events
    • Alerts and Incidents
    • Problems and Workarounds
    • Known Error and Known Error Database
    • Priority
  12. Service Operations Processes
    • Service Operations Processes
    • Objectives
    • Event Management-Overview
    • Event Management-Process Activities
    • Event Logging and Filtering
    • Manage Exceptional Events
    • Manage Informational and Warning Events
    • Incident Management-Overview
    • Incident Management-Basic Concepts
    • Incident Management-Process Flow
    • Process Interfaces
    • Problem Management-Overview
    • Types of Problem Management Processes
    • Reactive Problem Management-Process Flow
    • Problem Management-Interface with Other Processes
    • Request Fulfillment-Overview
    • Service Request
    • Access Management-Overview
  13. Functions
    • Functions
    • Objectives
    • Service Desk-Overview
    • Local Service Desk
    • Centralised Service Desk
    • Virtual Service Desk
    • Follow The Sun Service Desk
    • Specialised Service Desk
    • Service Desk Staffing
    • Service Desk-Skills Required
    • Service Desk Metrics
    • Technical Management-Overview
    • Application Management-Overview
    • Application Management vs. Application Development
    • IT Operations Management-Overview
  14. Introduction to Continual Service Improvement
    • Introduction to Continual Service Improvement
    • Continual Service Improvement
    • Objectives
    • CSI-Overview
  15. Key Principles and Models
    • Key Principles and Models
    • Objectives
    • CSI and Organisational Change
    • CSI Register
    • Service Measurement
    • CSI Monitor and Measure
    • Types of Metrics
    • CSI-Measurement and Metrics
    • CSF and KPI-Examples
    • CSI: PDCA-Deming Cycle
    • Seven-Step Improvement Process-Overview
    • Seven-Step Improvement Process-Scope
    • Seven-Step DIKW Model
    • CSI Model
  16. Tips and Tricks
    • Introduction
    • Service Management As Practice
    • Service Strategy
    • Service Design
    • Service Transition
    • Service Operation
    • Continual Service Improvement
    • Service Desk
    • Tricky Questions
    • Time Management

Meet your mentor


  • 15 years of IT experience in software testing, quality assurance and quality management.
  • Experienced in leading and managing medium to large testing teams.
  • Have extensively trained participants in the areas of Software Testing Concepts, Quality Assurance, Quality Center, QTP, LoadRunner, Bugzilla, JIRA and Selenium.
  • Have global experience in multiple countries including US, UK, Switzerland and India.
  • Have implemented ISO 9001:2000 and contributed in the CMMi assessment.
  • Testing process owner at the organization I have worked.
  • Have mentored resources and helped set a career path and achieve testing certifications.

Get Answers (Answering their questions)

What are the prerequisites for ITIL Foundation certification?

There is no defined eligibility criterion for ITIL® Foundation exam.

How many questions are there in the ITIL® Foundation certification exam?

The ITIL Foundation Exam has a total of 40 questions. The duration of the exam is 60 minutes.

How will I become a ITIL Foundation certified?

You will be certified in ITIL® Foundation from AXELOS by following these processes: Step 1: Appear for ITIL® Foundation exam after completing the training. Step 2: Score 65% in 60 minutes [i.e. 26 answers out of 40 questions] Step 3: Earn two ITIL® credits on successful completion of ITIL® Foundation exam
More Questions?
Call us at +1-800-543-5571Contact Admissions Support