ITIL® Foundation

• 1.1 Introduction to Service Management Lifecycle
• 1.2 Principles of IT Service Management
• 1.3 Objectives
• 1.4 IT Service Management Best Practices
• 1.5 Public and Proprietary Practices
• 1.6 Knowledge Check
• 1.7 Service Introduction
• 1.8 Service Management
• 1.9 Service Management Practice
• 1.10 Challenges in Service Management
• 1.11 Benefits of IT Service Management
• 1.12 Stakeholders in Service Management
• 1.13 Internal and External Customers
• 1.14 Internal and External Services
• 1.15 Process
• 1.16 Process Characteristics
• 1.17 Functions Related to Service Management
• 1.18 How Processes and Functions Operate
• 1.19 Roles in Service Management
• 1.20 RACI Model
• 1.21 RACI Model (contd.)
• 1.22 Types of Service Providers
• 1.23 Supplier and Contracts
• 1.24 Knowledge Check
• 1.25 Summary

• 2.1 The Service Lifecycle
• 2.2 Objectives
• 2.3 Components of Service Management Lifecycle
• 2.4 Interactions in the Service Lifecycle
• 2.5 Relationship between Governance and ITSM
• 2.6 Summary

• 3.1 Quiz
• 3.2 Thank You

• 4.1 Service Strategy
• 4.2 Introduction to Service Strategy
• 4.3 Objectives
• 4.4 Service Strategy Overview
• 4.5 Service Strategy Processes
• 4.6 Types of Services
• 4.7 Service Strategy Customers and Users
• 4.8 Knowledge Check
• 4.9 Summary

• 5.1 Service Strategy Concepts
• 5.2 Objectives
• 5.3 Service Utility and Warranty
• 5.4 Service Utility and Warranty (contd.)
• 5.5 Service Assets
• 5.6 Knowledge Check
• 5.7 Value Creation
• 5.8 Value Creation (contd.)
• 5.9 Factors that Influence Customer Perception of Value
• 5.10 Customer Perception of Value
• 5.11 Business Outcomes
• 5.12 Business Outcomes (contd.)
• 5.13 Service Packages
• 5.14 Service Packages (contd.)
• 5.15 Business Case and Its Uses
• 5.16 Business Case Structure
• 5.17 Risk
• 5.18 Service Management Technology and Automation
• 5.19 Automation Benefits
• 5.20 Service Management Tools
• 5.21 Summary

• 6.1 Service Strategy Processes
• 6.2 Objectives
• 6.3 Demand Management Overview
• 6.4 Managing Demand for Services
• 6.5 PBA and UP
• 6.6 PBA and UP (contd.)
• 6.7 Service Portfolio Management Introduction
• 6.8 Service Portfolio Management Overview
• 6.9 Service Portfolio Components
• 6.10 Service Portfolio Management Process
• 6.11 Financial Management Overview
• 6.12 Financial Management Activities
• 6.13 Financial Management Benefits
• 6.14 Knowledge Check
• 6.15 Business Relationship Management Overview
• 6.16 BRM External and Internal Service Providers
• 6.17 Business Relationship Manager Responsibilities
• 6.18 Summary

• 7.1 Quiz
• 7.2 Thank You

• 8.1 Service Design
• 8.2 Introduction to Service Design
• 8.3 Objectives
• 8.4 Service Design Overview
• 8.5 Roles in Service Design
• 8.6 Roles in Service Design (contd.)
• 8.7 Summary

• 9.1 Key Concepts in Service Design
• 9.2 Objectives
• 9.3 4 P’s of Service Design
• 9.4 Major Aspects of Service Design
• 9.5 Service Design Package
• 9.6 Summary

• 10.1 Service Design Processes
• 10.2 Objectives
• 10.3 Service Catalogue Management Overview
• 10.4 Service Catalogue Management Two View Structure
• 10.5 Service Catalogue Management Three View Structure
• 10.6 Service Catalogue Management Three View Structure (contd.)
• 10.7 Role of Service Catalogue Manager
• 10.8 Service Level Management Overview
• 10.9 Service Level Management Process Activities
• 10.10 Service Level Management Key Terms
• 10.11 Relationship between Service Catalogues and Agreements
• 10.12 Service Level Management Designing SLA Structures
• 10.13 Service Level Management Designing SLA Structures (contd.)
• 10.14 Content Of An SLA
• 10.15 Service Level Management Service Review
• 10.16 Service Improvement Program
• 10.17 Interfaces To Service Level Management
• 10.18 Service Level Management Vs. Business Relationship Management
• 10.19 Supplier Management Overview
• 10.20 Supplier and Contract Management Information System
• 10.21 Supplier Management And Service Level Management
• 10.22 Supplier Categorization
• 10.23 Role Of Supplier Manager
• 10.24 Capacity Management Overview
• 10.25 Capacity Management Process Activities
• 10.26 Sub Processes in Capacity Management
• 10.27 Capacity Management Capacity Plan
• 10.28 Availability Management Overview
• 10.29 Availability Management Key Terms
• 10.30 Availability Management Expanded Incident Lifecycle
• 10.31 Concepts Related To Expanded Incident Lifecycle
• 10.32 IT Service Continuity Management Overview
• 10.33 IT Service Continuity Management Key Terms
• 10.34 IT Service Continuity Management lifecycle Activities
• 10.35 Information Security Management Overview
• 10.36 Information Security Framework
• 10.37 IT Security Policy
• 10.38 Information Security Management System
• 10.39 Design Coordination Overview
• 10.40 Design Coordination And Governance
• 10.41 Summary

• 11.1 Quiz
• 1.2 Thank You

• 12.1 Introduction to Service Transition
• 12.2 Service Transition
• 12.3 Objectives
• 12.4 Service Transition Overview
• 12.5 Configuration Item
• 12.6 Configuration Management System
• 12.7 Summary

• 13.1 Service Transition Processes
• 13.2 Objectives
• 13.3 Introduction to Service Transition Processes
• 13.4 Transition Planning and Support
• 13.5 Introduction to Change Management
• 13.6 Change Management Overview
• 13.7 Change Model
• 13.8 Types of Change
• 13.9 Key Terminologies
• 13.10 Change Proposal
• 13.11 Change Management Process Change Flow
• 13.12 Change Advisory Board
• 13.13 Change Manager Responsibilities
• 13.14 7 R’s of Change Management
• 13.15 Change Metrics
• 13.16 Key Challenges in Change Management
• 13.17 Service Asset and Configuration Management
• 13.18 Knowledge Check
• 13.19 Configuration Baseline and Database
• 13.20 Definitive Media Library
• 13.21 CMDB and DML
• 13.22 Secure Library and Secure Stores
• 13.23 SACM Logical Model
• 13.24 Relationship between CMDB, CMS and SKMS
• 13.25 Knowledge Check
• 13.26 Introduction to Release and Deployment Management
• 13.27 Release and Deployment Management Overview
• 13.28 Release Policy
• 13.29 Types of Releases
• 13.30 Release and Deployment Approaches
• 13.31 RDM Phases
• 13.32 Introduction to Knowledge Management
• 13.33 Knowledge Management Overview
• 13.34 Data Information Knowledge Wisdom
• 13.35 Summary

• 14.1 Quiz
• 14.2 Thank You

• 15.1 Service Operations
• 15.2 Introduction to Service Operations
• 15.3 Objectives
• 15.4 Service Operations Overview
• 15.5 Role of Communication
• 15.6 Types of Communication
• 15.7 Events
• 15.8 Alerts and Incidents
• 15.9 Problems and Workarounds
• 15.10 Known Error and Known Error Database
• 15.11 Priority
• 15.12 Summary

• 16.1 Service Operations Processes
• 16.2 Objectives
• 16.3 Event Management Overview
• 16.4 Event Management Process Activities
• 16.5 Event Logging and Filtering
• 16.6 Manage Exceptional Events
• 16.7 Manage Informational and Warning Events
• 16.8 Knowledge Check
• 16.9 Incident Management Overview
• 16.10 Incident Management Basic Concepts
• 16.11 Incident Management Process Flow
• 16.12 Process Interfaces
• 16.13 Problem Management Overview
• 16.14 Types of Problem Management Processes
• 16.15 Knowledge Check
• 16.16 Reactive Problem Management Process Flow
• 16.17 Problem Management-Interface with Other Processes
• 16.18 Request Fulfillment Overview
• 16.19 Service Request
• 16.20 Access Management Overview
• 16.21 Summary

• 17.1 Functions
• 17.2 Objectives
• 17.3 Service Desk Overview
• 17.4 Local Service Desk
• 17.5 Centralized Service Desk
• 17.6 Virtual Service Desk
• 17.7 Follow The Sun Service Desk
• 17.8 Specialized Service Desk
• 17.9 Service Desk Staffing
• 17.10 Service Desk Skills Required
• 17.11 Service Desk Metrics
• 17.12 Technical Management Overview
• 17.13 Application Management Overview
• 17.15 IT Operations Management Overview
• 17.16 Summary

• 18.1 Quiz
• 18.2 Thank You

• 19.1 Introduction to Continual Service Improvement
• 19.2 Continual Service Improvement
• 19.3 Objectives
• 19.4 CSI Overview
• 19.5 Summary

• 20.1 Key Principles and Models
• 20.2 Objectives
• 20.3 CSI and Organizational Change
• 20.4 CSI Register
• 20.5 Service Measurement
• 20.6 CSI Monitor and Measure
• 20.7 Types of Metrics
• 20.8 CSI Measurement and Metrics
• 20.9 CSF and KPI Examples
• 20.10 CSI PDCA Deming Cycle
• 20.11 Seven-Step Improvement Process Overview
• 20.12 Seven-Step Improvement Process Scope
• 20.13 Seven-Step DIKW Model
• 20.14 CSI Model
• 20.15 Summary

• 21.1 Quiz
• 21.2 Thank You

• 22.1 Assessment

• Final Words

• Introduction
• Service Management As Practice
• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement
• Service Desk
• Tricky Questions
• Time Management
• Other Roles

You can get certified in ITIL Foundation from AXELOS in the following way: Appearing for the ITIL Foundation exam and scoring 65% i.e. (26 out of 40) in 60 minutes. Candidates sitting the examination in a language other than their native language have a maximum of 75 minutes for the exam. After passing the ITIL Foundation exam, you will earn two ITIL® credits.

To enhance understanding of the concepts, the course provides 5 downloadable case studies titled Benefits of Portfolio Service Management (for the IT services industry); SLA, OLA and UC Integration(for the telecommunications industry); Customer Satisfaction via Change Management (for the IT service industry); The Power of Event, Incident and Problem Management working together (for the IT industry) and The Impact of Continual Service Improvement (for the Internet industry) respectively.

There is no defined eligibility criterion for ITIL foundation exam. 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 certification.

You can enroll for the ITIL Foundation training online. Payments can be made using any of the following options and receipt of the same will be issued to the candidate automatically via email.

• 1 Through PayPal
• 2 Through Stripe

You will have access to the ITIL Foundation online e-learning and practice tests along with the training.

Yes, you can extend the access period by paying an additional fee. Contact [email protected] for more information.

Once you register with us for a course by paying the course fee, you can have 24/7 access to the ITIL Foundation elearning content on our website. An automated course purchase confirmation mail from our side will guide you through the process.

Yes, we offer course completion certificate after your successful completion of the ITIL Foundation training program.