ITIL V4 Foundation

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About ITIL Foundation

ITIL is a globally recognized Best Practices Framework that is being adopted by many organizations. Following ITIL practices helps deliver IT Services effectively and efficiently, thereby delivering Value to Customers.

ITIL Progression

ITIL is a most sought after certification that that holds global recognition. ITIL offers three levels of certification.

i. Foundation level

ii. Intermediate &

iii. Managing Across Life Cycle (MALC).

An overview of the tools and methodologies, purpose and components of ITIL 4, including the ITIL Service Lifecycle and the Service Value System.

The key concepts and value of IT service management to IT service providers and their customers.

How the ITIL guiding principles can help organizations adopt and adapt service management.

The activities of the service value chain, and how they interconnect.

The purpose and key terms of 18 ITIL practices and the 7 essential practices.

How the ITIL best practice framework is used to boost the efficiency, effectiveness and overall quality of IT-related services, regardless of an organization’s size, structure or industry.

How to become an ITIL 4 Expert by understanding the new certification path including the ITIL Managing Professional (MP) and ITIL Strategic Leader (SL) streams.

Course Outline

1. Understand the ITIL 2011 qualification scheme

2. Explain the best practices of Service Management

3. Describe Service Lifecycle

4. Identify key principles and models of ITIL 2011

Who should go for this course?

This course is designed for individuals who require a basic understanding of the ITIL framework and how it may be used to enhance the quality of IT service management within an organization. IT professionals who are working within an organization that have adopted ITIL, they need to be informed about and thereafter contribute to an ongoing service improvement program. CIOs, IT Managers, System Administrators, IT support teams, Database Administrators, System Analyst, Application Management Team, Application Development Team, Process Owners and Process Practitioners can take this course.

Why learn ITIL?

ITIL Foundation certificate in IT Service Management is for candidates wanting to understand how ITIL framework can help them deliver IT services effectively and efficiently to the customers. To gain a basic understanding of the ITIL framework and how it may be used to enhance the quality of IT service management within an organization.

Benefits: Certification in ITIL has helped many move up in their career- from Technical to getting into Management level. It also has opened opportunities in the areas of training, consultancy and has greatly helped understanding the customer requirement to deliver IT services effectively and efficiently.


Anyone working in an IT service delivery, service management or service desk environment or where IT services are a core competency can take this course. Knowledge in IT is sufficient for the Foundation course. ITIL Foundation certification is prerequisite to intermediate course. For MALC, 17 ITIL credits is a prerequisite

Which Case-Studies will be a part of the Course?

There will be several exercises done during the training. This will call for involvement of all the participants. They should discuss among each other, work as a team and then present it. This reinforces learning. Trainer will also present Real Life Industry Examples.

ITIL 4 Service Management Practices

  • Introducing the 3 areas of Practice
  • Key practices in ITIL4
    • Incident Management
    • Problem Management
    • Change Control
    • Service Request Management
    • Service Level Management
    • Service Desk
    • Continual Improvement
  • Overview of other practices in ITIL4

The ITIL 4 Service Value System (SVS)

  • Understanding the role of the Service Value System
  • Elements of the ITIL4 SVS
    • Guiding Principles
    • Governance
    • Service Value Chain
    • Practices
    • Continual Improvement
  • Service Value Chain
    • Understanding the Elements of the Service Value Chain
    • Practices and their role in the Service Value Chain
    • Using the Service Value Chain to identify and map Value Streams

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