ITILĀ® Foundation Certification Training
Simplilearn Americas LLC
Course Summary
ITILĀ® Foundation is the most widely acknowledged entry-level ITIL certification for IT professionals. Todayās IT departments need qualified experts who can deliver effective IT services. This training will show you the ITIL services lifecycle, how lifecycle stages are linked, processes involved, and best practices for enhancing the quality of IT service management to reduce costs and increase productivity. And remember, ITIL certified professionals earn 40% more than their non-certified peers.
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Course Description
Who are the trainers for the live classroom training?
All of our highly qualified trainers are ITIL-certified, with more than 15 years of experience in training and working in the IT domain.Is the exam fee included in the course fee?
Yes. The exam fee is included in the course fee.How do I register for the ITIL v3 Foundation exam session on Simplilearn?
To make an appointment for the exam, create a ticket on our LMS and our support staff will book the exam for you within 72 working hours on your desired date at the testing center you choose from our listWill my ITIL v3 Foundation certificate expire?
The ITIL v3 Foundation certificate does not expire. However, there are different versions of ITIL Foundation with v3 2011 being the latest version. Once a new version of the course is launched, you will need to get certified againWhat certification will I receive after completing the training?
After successful completion of the training, you will be awarded the course completion certificate along with the 45 hours PDU certificate from Simplilearn. Once you successfully pass the exam, you will receive the ITIL Foundation Certification from the exam body.How does the online classroom training work?
Online classroom training for ITIL is conducted via live streaming and run by an ITIL-certified trainer with more than 15 years of work and training experience. The class is attended by a global audience to enrich your learning experience.Is this live training, or will I watch pre-recorded videos? What if I miss a session?
All of the classes are conducted live online. They are interactive sessions that enable you to ask questions and participate in discussions during class time. We do, however, provide recordings of each session you attend for your future reference.What tools do I need to attend the training sessions?
The tools youāll need to attend training are:Windows: Windows XP SP3 or higher
Mac: OSX 10.6 or higher
Internet speed: Preferably 512 Kbps or higher
Headset, speakers and microphone: Youāll need headphones or speakers to hear instruction clearly, as well as a microphone to talk to others. You can use a headset with a built-in microphone, or separate speakers and microphone.
What do I get with the training?
Youāll get access to our e-learning content, practice simulation tests, and our tips and tricks videos that help you tackle the toughest of the exam questions. You will also get an online participant handbook that cross references the e-learning to reinforce your learning.How does Simplilearn ensure that the training and course material delivered are effective?
Our ITIL Foundation course is developed to help you pass the test on the first attempt, with a 100% guarantee. With our hands-on learning approach, the training not only gives you the confidence to pass the exam but also helps you retain the knowledge for the future.
Can I cancel my enrollment? Will I get a refund?
Yes, you can cancel your enrollment. We provide a refund after deducting the administration fee. To learn more, please read our Refund Policy.Iād like to learn more about this training program. Whom should I contact?
Contact us using the form on the right of any page on the Simplilearn website, or select the Live Chat link. Our customer service representatives can provide you with more details.Who are our Faculties and how are they selected?
All of our highly qualified trainers are ITIL-certified, with more than 15 years of experience in training and working in the IT domain. Each of them has gone through a rigorous selection process which includes profile screening, technical evaluation, and a training demo before they are certified to train for us. We also ensure that only those trainers with a high alumni rating continue to train for us.What is Global Teaching Assistance?
Our teaching assistants are a dedicated team of subject matter experts here to help you get certified in your first attempt. They engage students proactively to ensure the course path is being followed and help you enrich your learning experience, from class onboarding to project mentoring and job assistance. Teaching Assistance is available during business hours.What is covered under the 24/7 Support Promise?
We offer 24/7 support through email, chat, and calls. We also have a dedicated team that provides on-demand assistance through our community forum. Whatās more, you will have lifetime access to the community forum, even after completion of your course with us.How long does it take to get ITIL Foundation exam results?
As part of the web-based exam, the results are displayed immediately after completion of the exam.I have passed the ITIL Foundation examination. When and how do I receive my certificate?
When you register to take the examination, you create a profile on www.peoplecert.com. For the paper-based exam, the preliminary result email is sent within 48 hours. After 24 hours of receipt of the email, you can log in to the Peoplecert portal to unlock the AXELOS certificate.I have an ITIL v2 Foundations certification. How do I update my certification to the current version?
To upgrade your ITIL v2 Foundation certification to a v3 certification, you will need to take an ITIL v3 Foundation courseTill when can I purchase exam voucher from Simplilearn?
Your exam voucher is included in the price of this course. However, you must book your exam within one year from the date you purchased this course. In case of any change of exam fee by the certification body within the one year, you will be liable to pay the difference of amount to Simplilearn. If you did not book the exam within one year from purchase, you will need to buy the voucher again as per the actual price.
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Course Syllabus
Course preview
ITILĀ® Foundation
Getting started with ITILĀ® Foundation 08:06
Getting started with ITILĀ® Foundation 08:06
1.1 - Introduction to service management 21:13
1 Introduction to Service Management Lifecycle 00:28
2 Principles of IT Service Management 00:14
3 Objectives 00:25
4 IT Service Management-Best Practices 01:10
5 Public and Proprietary Practices 01:18
6 Knowledge Check
7 Service Introduction 01:21
8 Service Management 02:57
9 Service Management Practice 01:24
10 Challenges in Service Management 00:54
11 Benefits of IT Service Management 00:29
12 Stakeholders in Service Management
13 Internal and External Customers 00:58
14 Internal and External Services 01:19
15 Process 01:45
16 Process Characteristics 00:33
17 Functions Related to Service Management 02:13
18 How Processes and Functions Operate 00:46
19 Roles in Service Management
20 RACI Model 01:05
21 RACI Model (contd.) 00:28
22 Types of Service Providers
23 Supplier and Contracts 00:46
24 Knowledge Check
25 Summary 00:40
1.2 - Service management lifecycle 03:42
1 The Service Lifecycle 00:13
2 Objectives 00:21
3 Components of Service Management Lifecycle
4 Interactions in the Service Lifecycle 01:08
5 Relationship between Governance and ITSM 01:13
6 Summary 00:47
1.3 - Quiz 00:15
1 Quiz
2 Thank You 00:15
2.1 - Introduction to Service Strategy 04:47
1 Introduction to Service Strategy 00:28
2 Service Strategy 00:21
3 Objectives 00:23
4 Service Strategy-Overview
5 Service Strategy Processes 00:45
6 Types of Services 01:59
7 Service Strategy-Customers and Users 00:20
8 KNOWLEDGE CHECK
9 Summary 00:31
2.2 - Service Strategy Concepts 16:26
1 Service Strategy Concepts 00:18
2 Objectives 00:15
3 Service Utility and Warranty 01:37
4 Service Utility and Warranty (contd.) 01:27
5 Service Assets 01:03
6 KNOWLEDGE CHECK
7 Value Creation 00:34
8 Value Creation (contd.) 00:43
9 Factors that Influence Customer Perception of Value 00:19
10 Customer Perception of Value 00:40
11 Business Outcomes 01:22
12 Business Outcomes (contd.) 01:33
13 Service Packages
14 Service Packages (contd.) 00:41
15 Business Case and Its Uses 00:52
16 Business Case Structure 00:29
17 Risk 01:11
18 Service Management Technology and Automation 00:44
19 Automation Benefits 00:46
20 Service Management Tools 01:15
21 Summary 00:37
2.3 - Service Strategy Processes 12:14
1 Service Strategy Processes 00:21
2 Objectives 00:28
3 Demand Management-Overview
4 Managing Demand for Services 01:22
5 PBA and UP 00:35
6 PBA and UP (contd.) 01:36
7 Service Portfolio Management-Introduction 00:52
8 Service Portfolio Management-Overview
9 Service Portfolio-Components 02:12
10 Service Portfolio Management-Process 01:55
11 Financial Management-Overview
12 Financial Management-Activities
13 Financial Management-Benefits 00:46
14 KNOWLEDGE CHECK
15 Business Relationship Management-Overview
16 BRM External and Internal Service Providers 00:52
17 Business Relationship Manager Responsibilities 00:35
18 Summary 00:40
2.4 - Quiz 00:16
1 Quiz
2 Thank You 00:16
3.1 - Introduction to service design 03:09
1 Service Design 00:29
2 Introduction to Service Design 00:13
3 Objectives 00:19
4 Service Design-Overview
5 Roles in Service Design 00:51
6 Roles in Service Design (contd.) 00:31
7 Summary 00:46
3.2 - Key concepts in service design 04:18
1 Key Concepts in Service Design 00:17
2 Lesson Objectives 00:20
3 4 PĀs of Service Design
4 Major Aspects of Service Design 02:03
5 Service Design Package 00:57
6 Summary 00:41
3.3 - Service design processes 35:55
1 Service Design Processes 00:12
2 Objectives 00:19
3 Service Catalogue Management-Overview
4 Service Catalogue Management Two View Structure
5 Service Catalogue Management Three View Structure 01:00
6 Service Catalogue Management Three View Structure (contd.) 00:35
7 Role of Service Catalogue Manager
8 Service Level Management-Overview
9 Service Level Management-Process Activities 01:28
10 Service Level Management-Key Terms 00:42
11 Relationship between Service Catalogues and Agreements 01:57
12 Service Level Management Designing SLA Structures 00:31
13 Service Level Management Designing SLA Structures (contd.) 03:39
14 Content of an SLA 01:01
15 Service Level Management-service Review 00:34
16 Service Improvement Program 00:38
17 Interfaces To Service Level Management 00:40
18 Service Level Management Vs. Business Relationship Management 01:08
19 Supplier Management-Overview
20 Supplier And Contract Management Information System 01:50
21 Supplier Management And Service Level Management 01:00
22 Supplier Categorisation 01:52
23 Role Of Supplier Manager 00:56
24 Capacity Management-Overview
25 Capacity Management-Process Activities 02:53
26 Sub Processes in Capacity Management
27 Capacity Management-Capacity Plan 00:38
28 Availability Management-Overview
29 Availability Management-Key Terms 01:41
30 Availability Management-Expanded Incident Lifecycle 01:45
31 Concepts Related To Expanded Incident Lifecycle 01:35
32 IT Service Continuity Management-Overview
33 IT Service Continuity Management-Key Terms 00:42
34 IT Service Continuity Management-lifecycle Activities 01:48
35 Information Security Management-Overview
36 Information Security Framework 00:39
37 IT Security Policy 01:22
38 Information Security Management System 01:48
39 Design Coordination-Overview
40 Design Coordination And Governance 00:25
41 Summary 00:37
3.4 - Quiz 00:16
1 Quiz
2 Thank You 00:16
4.1 - Introduction to Service Transition 04:15
1 Introduction to Service Transition 00:31
2 Service Transition 00:10
3 Objectives 00:26
4 Service Transition-Overview
5 Configuration Item 00:48
6 Configuration Management System 01:44
7 Summary 00:36
4.2 - Service Transition Processes 28:15
1 Service Transition Processes 00:13
2 Objectives 00:38
3 Introduction to Service Transition Processes 01:00
4 Transition, Planning and Support
5 Introduction to Change Management 01:21
6 Change Management-Overview
7 Change Model 00:57
8 Types of Change 01:00
9 Key Terminologies 01:11
10 Change Proposal 00:49
11 Change Management Process-Change Flow
12 Change Advisory Board 00:58
13 Change Manager-Responsibilities 00:48
14 7 RĀs of Change Management 00:58
15 Change Metrics 01:33
16 Key Challenges in Change Management 01:16
17 Service Asset and Configuration Management-Overview
18 Knowledge Check
19 Configuration Baseline and Database
20 Definitive Media Library 00:43
21 CMDB and DML 00:55
22 Secure Library and Secure Stores 00:38
23 SACM-Logical Model 01:16
24 Relationship between CMDB, CMS and SKMS 01:39
25 Introduction to Release and Deployment Management 02:01
26 Release and Deployment Management-Overview
27 Release Policy 01:42
28 Types of Releases 00:53
29 Release and Deployment Approaches 02:27
30 RDM Phases
31 Introduction to Knowledge Management 00:51
32 Knowledge Management-Overview
33 Data-Information-Knowledge-Wisdom 01:41
34 Summary 00:47
4.3 - Quiz 00:15
1 Quiz
2 Thank You 00:15
5.1 - Introduction to Service Operations 08:12
1 Service Operation 00:31
2 Introduction to Service Operations 00:10
3 Objectives 00:23
4 Service Operations-Overview
5 Role of Communication 00:34
6 Types of Communication 00:52
7 Events 01:04
8 Alerts and Incidents 01:10
9 Problems and Workarounds 01:08
10 Known Error and Known Error Database 01:03
11 Priority 00:41
12 Summary 00:36
5.2 - Service Operations Processes 18:44
1 Service Operations Processes 00:13
2 Objectives 00:20
3 Event Management-Overview
4 Event Management-Process Activities 02:28
5 Event Logging and Filtering 01:16
6 Manage Exceptional Events 01:47
7 Manage Informational and Warning Events 01:52
8 Knowledge Check
9 Incident Management-Overview
10 Incident Management-Basic Concepts 01:25
11 Incident Management-Process Flow
12 Process Interfaces 01:50
13 Problem Management-Overview
14 Types of Problem Management Processes 01:25
15 Reactive Problem Management-Process Flow 02:41
16 Problem Management-Interface with Other Processes 01:57
17 Request Fulfillment-Overview
18 Service Request 00:43
19 Access Management-Overview
20 Summary 00:47
5.3 - Functions 09:50
1 Functions 00:12
2 Objectives 00:29
3 Service Desk-Overview
4 Local Service Desk 01:14
5 Centralised Service Desk 00:48
6 Virtual Service Desk 01:02
7 Follow The Sun Service Desk 00:55
8 Specialised Service Desk 01:01
9 Service Desk Staffing
10 Service Desk-Skills Required 00:41
11 Service Desk Metrics 01:29
12 Technical Management-Overview
13 Application Management-Overview
14 Application Management vs. Application Development 01:16
15 IT Operations Management-Overview
16 Summary 00:43
5.4 - Quiz 00:17
1 Quiz
2 Thank You 00:17
6.1 - Introduction to Continual Service Improvement 01:53
1 Introduction to Continual Service Improvement 00:49
2 Continual Service Improvement 00:12
3 Objectives 00:20
4 CSI-Overview
5 Summary 00:32
6.2 - Key Principles and Models 09:24
1 Key Principles and Models 00:12
2 Objectives 00:22
3 CSI and Organisational Change 00:44
4 CSI Register
5 Service Measurement 00:38
6 CSI Monitor and Measure 00:52
7 Types of Metrics 01:56
8 CSI-Measurement and Metrics 00:27
9 CSF and KPI-Examples 00:16
10 CSI: PDCA-Deming Cycle
11 Seven-Step Improvement Process-Overview 00:53
12 Seven-Step Improvement Process-Scope 00:47
13 Seven-Step DIKW Model 01:31
14 CSI Model
15 Summary 00:46
6.3 - Quiz 00:11
1 Quiz
2 Thank You 00:11
07 - Assessment
Assessment
Final Words 05:16
Final Words 05:16
Tips and Tricks 30:28
Introduction 03:07
Service Management As Practice 04:08
Service Strategy 03:44
Service Design 04:07
Service Transition 03:48
Service Operation 03:52
Continual Service Improvement 01:53
Service Desk 01:01
Tricky Questions 01:27
Time Management 01:45
Other Roles 01:36
That was just a sneak-peak into the lesson.
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