Service Management

ITIL (Information Technology Infrastructure Library) is a part of IT service management that allows the business scenario to adapt new skills by transforming IT services. The course was designed and developed by Central Computer and Telecommunications Agency. The course is a break up of five volumes each of which elaborates different stages of IT service management. This code of conduct allows an organization to develop high quality and cost effective IT services. It is the Office of Government Commerce that maintains now all the releases and updates of ITIL.

ITIL service strategy, ITIL service design, ITIL service transition, ITIL service operation, and ITIL continual service improvement are the five core publications. Service strategy tells us about the goals of the business and requirements of the business. Service design tells us how to implement those theoretically planned things that could be beneficial for the business. Service transition how to implement the situations in real time environment. Service operation helps us to understand how to manage the IT services. Minor errors can be resolved via continual service improvement.

ITIL Levels

There are five different qualification stages for ITIL certification training.

ITIL Foundation Certification Training

Entry level qualification starts from ITIL foundation certification training or it can be said its’ just a step to the ladder. The course will allow users to learn basic concepts and terminologies of the course and also develop strong base for the other levels. IT professionals and managers can then provide cost effective, customer oriented, and business oriented IT services. It allow them to transform the business in a more organized and sequential way.The key principle of this course is to enrich your knowledge about best practices and generic concept of IT service management industry. Upon completing this course, the learner will gain a deep understanding of the importance and scope of service strategy, service design, service operations, service transition and Continual Service Improvement practices in IT service industry.

Course Structure

  • Introduction To Service Management
  • Service Management Lifecycle
  • Introduction To Service Strategy
  • Service Strategy Concept
  • Service Strategy Processes
  • Introduction To Service Design
  • Key Concept In Service Design
  • Service Design Processes
  • Introduction To Service Transition
  • Service Transition Processes
  • Introduction To Service Operation
  • Service Operation Processes
  • Functions
  • Introduction To Continual Service Improvement
  • Key Principles And Models
  • Quizzes For Each Sections
  • Assessment
  • Last Minute Tips

Qualifications required for the course

  • Professionals willing to gain complete understanding of the ITIL framework
  • Willing to enhance the scenario of IT service management
  • Professionals ideally working in the same environment

Pattern of Examination

  • Multiple choice questions
  • Total duration of the examination is 60 minutes
  • Passing marks required is 26 out of 40

Benefits of Online ITIL Foundation Certification Training

After successful completion of the ITIL foundation certification training course, professionals will gain complete understanding of organizing data in a more sequential, collective, and analyzed way. They will have complete understanding of the business requirements and will be able to deliver cost cutting services. The professionals will be able to deliver more customer centric products and reduce resource utilization and hence more profitability. The need for ITIL professionals is increasing on daily basis as many industries are accepting this world class certification.This course helps professionals to gain knowledge on how to use ITIL tools and techniques to improve business efficiency. It provides an insight into the effectiveness of business concept and service delivery quality over customer’s experiences. This course helps the IT professionals to improve efficiency of their organization’s service delivery quality and service management process by applying ITIL principles.

Who should apply for this course

The ITIL Foundation certification is most suited for the following IT professionals:

  • It managers /team leads
  • System analyst/administrators
  • Operation managers
  • Database administrators
  • Service delivery managers/ professionals
  • Service quality analysts
  • Process managers
  • Team development managers

How to get certified with ITIL® Foundation Certification

To achieve the ITIL Foundation Certification you will need the followings:

  • Completion of 16 hours of instructor led training
  • Completion of 24 hours of E-learning materials.
  • Apply and appear for the ITIL Foundation Certification exam.
  • Score the minimum required 65% score within the specified time limit of 60 minutes.
  • Successfully achieve the associated 2 credits.


The next level to certification is ITIL Practitioner Level certification. The person certified has the ability to explain the complete process of ITIL. Unlike foundation which involves only understanding, practitioner level deals with practice and specialty. There are three broad aspects of this level of foundation – Release and control, Support and restore, and Agree and Define. Some of the best managers have cleared this certification. This shows the importance of this certification.


More understanding on ITIL can be gained by completing ITIL Intermediate Certification Training. The main focus is on planning, implementation, and optimization of the processes. ITIL found certified professionals are eligible for the course. The complete certification is divided into two modules – Service Lifecycle and Service Capability. Module is a combination of management and technical domain. Professionals can go for any one or both the modules.


A total of 22 credit points is required in ITIL qualification scheme in order to qualify for this certification. The points must be the total of all the above mentioned three levels. The course allows professionals to manage the processes in a better way and also gain complete knowledge of all the lifecycles of the processes associated. Lifecycle track, capability track, and mixed track are the modules or learning paths of this certification.


Practical approach is the key to clear the certification. One can choose any real world scenario and the person must be able to implement the situation with the help of ITIL. Evaluation is done on the basis of written assessment of real time scenario followed by an interview. Professionals must have completed ITIL Expert level certification, and must have worked in IT service management, or any other management or advisory roles to pursue and complete the certification.