Foundation
ITIL Foundation Certificate in IT Service Management
3-5 Days
About This Course
Comprehensive introduction to IT Service Management based on the ITIL 4 framework
Course Details
- • Duration: 3-5 Days
- • Mode:
- • Level: Foundation
- • Prerequisites: No prior experience required
- • Certification:
Course Outline
Comprehensive training program
Introduction to ITIL and IT Service Management
Module - 0
Topics Covered:
- •What is ITIL?
- •History and evolution of ITIL (from ITIL v3 to ITIL 4)
- •IT Service Management (ITSM) concepts
- •Benefits of ITIL and ITSM for organizations
- •Overview of the ITIL 4 framework
Practical Exercises:
- ✓Group Discussion: Benefits of ITIL in Organizations
- ✓Case Study: ITIL Adoption in a Business Environment
The Four Dimensions of Service Management
Module - 1
Topics Covered:
- •Organizations and People
- •Information and Technology
- •Partners and Suppliers
- •Value Streams and Processes
- •Impact of the four dimensions on service value
Practical Exercises:
- ✓Mapping the Four Dimensions to a Real-World Scenario
- ✓Group Activity: Analyzing Organizational Impact on ITSM
The ITIL Service Value System (SVS)
Module - 2
Topics Covered:
- •Overview of SVS and how it supports value co-creation
- •Components of the SVS: Guiding Principles, Governance, Service Value Chain, Practices, Continual Improvement
Practical Exercises:
- ✓Creating a Simple SVS Diagram
- ✓Discussion: Applying SVS Components to a Case Study
ITIL Guiding Principles
Module - 3
Topics Covered:
- •Focus on value
- •Start where you are
- •Progress iteratively with feedback
- •Collaborate and promote visibility
- •Think and work holistically
- •Keep it simple and practical
- •Optimize and automate
- •Applying principles in real-world scenarios
Practical Exercises:
- ✓Role-Play: Applying Guiding Principles to a Service Issue
- ✓Group Exercise: Prioritizing Principles for a Project
The Service Value Chain
Module - 4
Topics Covered:
- •Overview of the Service Value Chain (SVC)
- •Activities of the SVC: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support
- •How value is delivered through the SVC
Practical Exercises:
- ✓Workshop: Mapping SVC Activities to a Service Scenario
- ✓Case Study: Optimizing SVC for a Business Process
ITIL Practices Overview
Module - 5
Topics Covered:
- •What are ITIL practices?
- •Categories: General Management, Service Management, Technical Management
- •34 ITIL practices overview
- •Focus on 15 key practices (as required for Foundation level)
Practical Exercises:
- ✓Exercise: Categorizing ITIL Practices
- ✓Group Discussion: Relevance of Key Practices
Key ITIL Practices (Deep Dive)
Module - 6
Topics Covered:
- •Incident Management – restoring normal service quickly
- •Problem Management – reducing likelihood/impact of incidents
- •Change Enablement – managing changes with minimal disruption
- •Service Request Management – handling user requests efficiently
- •Service Desk – single point of contact for IT users
- •IT Asset Management – tracking and managing IT assets
- •Monitoring and Event Management
- •Continual Improvement – embedding improvement culture
- •Service Level Management
- •Information Security Management
- •Capacity and Performance Management
- •Practical examples and use cases
Practical Exercises:
- ✓Simulation: Incident Management Workflow
- ✓Case Study: Change Enablement in Action
- ✓Practical Exercise: Designing a Service Desk Process
Continual Improvement Model
Module - 7
Topics Covered:
- •Continual Improvement process explained
- •Steps in the ITIL improvement model
- •Tools and techniques for continual improvement
- •Roles and responsibilities
- •Integration with other practices
Practical Exercises:
- ✓Workshop: Creating a Continual Improvement Plan
- ✓Group Activity: Identifying Improvement Opportunities
ITIL Certification Overview
Module - 8
Topics Covered:
- •ITIL 4 certification path
- •Overview of Foundation exam structure and format
- •Tips and tricks for passing the exam
- •Sample questions and practice test
Practical Exercises:
- ✓Mock ITIL Foundation Exam
- ✓Exam Strategy Workshop
Case Studies and Real-World Scenarios
Module - 9
Topics Covered:
- •Applying ITIL principles in organizations
- •Common challenges in ITSM and how ITIL helps
- •Industry-specific examples (e.g., banking, telecom, healthcare)
- •Group activities and role-playing
Practical Exercises:
- ✓Case Study Analysis: ITIL in Banking
- ✓Role-Play: Resolving ITSM Challenges
- ✓Group Activity: Designing an ITIL-Based Solution
What You Gain
Understand key concepts and terminology of ITIL 4
Understand key concepts and terminology of ITIL 4
Describe the purpose and components of the ITIL Service Value System
Describe the purpose and components of the ITIL Service Value System
Explain the four dimensions of service management
Explain the four dimensions of service management
Identify and apply key ITIL practices (incident management, change enablement, service request management, etc.)
Identify and apply key ITIL practices (incident management, change enablement, service request management, etc.)
Prepare for and pass the ITIL 4 Foundation certification exam
Prepare for and pass the ITIL 4 Foundation certification exam
Who Should Attend
180,000
Duration:3-5 Days
Format:
Next Date:
Location:
Industry-recognized certification
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