ITIL ® V3 Foundation Course
(Managing IT Service Management effectively)

Photo 1 Introduction
The ITIL®, owned and maintained by the UK Office of Government Commerce, is a globally recognized IT service management certification. The ITIL® Foundation is considered as the entry level qualification in the field of IT Service Management.
IT Service Management (ITSM) derives enormous benefits from a best practice approach. Because ITSM is driven both by technology and the huge range of organisational environments in which it operates, it is in a state of constant evolution. Best practice, based on expert advice and input from ITIL users is both current and practical, combining the latest thinking with sound, common sense guidance.

The purpose of the ITIL® Foundation course in IT Service Management is to obtain knowledge of the ITIL terminology, structure and basic concepts and to comprehend the core principles of ITIL practices for Service Management. Participants will be able to guide an organization in implementing the best practices in IT Service Management and also in using IT as a tool for a business change and growth.

Course Coverage
• Introduction to IT Service Management (ITSM)
  • Principles of Service Management
  • Why ITIL® is successful?
  • ITIL® Service Lifecycle – overview
• Service Management as a practice
  • Stakeholders
  • Internal and External Customers
  • Internal and External Services
  • Functions and Specific Roles
  • Service Owner & Process Owner
• Service Strategy
  • Introduction to Service Strategy
  • Key Concepts of Service Strategy
  • Demand Management
  • IT Financial Management
  • Business Relationship Management
  • Service Portfolio Management
• Service Design
  • Introduction to Service Design
  • Key concepts of Service Design
  • Service Level Management
  • Service Catalogue Management
  • Supplier Management
  • Capacity Management
  • Availability Management
  • IT Service Continuity Management
  • Information Security Management
  • Design coordination
• Service Transition
  • Introduction to Service Transition
  • Key principles of Service Transition
  • Transition, Planning and Support
  • Change Management
  • Release & Deployment Management
  • Service Assets & Configuration Management
  • Knowledge Management, the DIKW model
• Service Operation
  • Introduction to Service Operation
  • Key principles of Service Operation
  • Event Management
  • Incident Management
  • Problem Management
  • Request Fulfilment
  • Access Management
  • Service Operation Functions
• Continual Service Improvement
  • Introduction to CSI
  • Key principles and models of CSI
  • CSI Measurements – value to the business
• Technology and Architecture
• ITIL® Certification
Training Prerequisites

Professionals who require a basic understanding of the ITIL framework and are willing to enhance the quality of IT service management within an organization can opt for ITIL foundation course.


Methodology of the programme includes class room sessions with Hand-on Practical, Lecture / Discussion with audio visual aid, bench marked video shows, Chalk & Talk sessions, group discussions, case studies, debates, sharing of experiences etc. All the sessions will be interactive demanding active participation from all the members.

Target Participants
  • Developers, Leads, Managers, Business Relation Managers, Business Owners, Senior Management, IT Managers
  • IT Team, Release and Configuration Managers, Service Desk personnel,Process team, Support functions
  • IT Managers, Systems Managers, Scientists, Engineers and Consultants working in governmental, defense, public, private sector organizations, industries.
  • Professors, Faculty members and Technical Staff of engineering and MCA colleges.
  • ITIL

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