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ITIL V6 Foundation Training

Upskilling Professionals of leading organisations worldwide

In-Person Classroom

Take up training through the tried and tested classroom model

  • Lifetime access to the ITIL6 Foundation course material
  • 100% guarantee on passing the exam in first attempt*
  • 16 PDU's certificate and course completion certificate

$ 2999

$ 2499

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Live Online Classroom

Online learning made easy with the live presence of an instructor

  • Revisit the class with live class recorded videos - Lifetime access
  • 100% guarantee on passing the ITIL6 Foundation exam in first attempt*
  • ITIL6 Foundation exam voucher, 16 PDU's & course completion certificates
  • Lifetime access to the ITIL6 Foundation course material

$ 1999

$ 1799

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Online Self-Study

Learn whenever you have time with self-study modules

  • Lifetime access to the ITIL6 courseware and practice tests
  • AXELOS ITIL6 Foundation exam voucher Included
  • High quality course material with 7 days money back guarantee*
  • Dedicated ITIL certified staff to support your studies
  • Upgrade to Live online or In-person classroom at discounted rates

$ 1299

$ 899

ITIL V6 Foundation Training

A pathway to practically implementing ITIL® theory in existing business environments.

Course Overview

The IT Infrastructure Library (ITIL) is a set of concepts and techniques for managing information technology (IT) infrastructure, development, and operations.

ITIL is the most widely accepted Best Practices Framework in IT Service Management in the world. This is relevant to anyone involved in the delivery or support of IT services.

Individuals who require a basic understanding ITIL Framework and how it can be used to enhance the quality of IT Service Management in the organization can take this course to advance their skill.

Course Agenda

1. Introduction to the ITIL Service Management Framework
  • Best Practices
  • ITIL Framework
  • Why is ITIL so successful?
  • Service Lifecycle
  • Service Management
  • Functions
  • Process
  • Process Model
  • Internal & External Customers & Services

2. Service Strategy
  • Purpose & Objectives of Service Strategy
  • Scope of Service Strategy
  • Value to Business
  • Resources & Capabilities
  • Assets
  • Value
  • Components of Value
  • Service Utility
  • Service Warranty
  • Value Creation & Service Provider types
  • Core, Enabling & Enhancing Services
  • Risk
  • Purpose of Service Portfolio Management
  • Scope & Objectives of Service Portfolio Management
  • Purpose & Objectives of Demand Management
  • Scope & Concepts of Demand Management
  • Customers & Users
  • Purpose & Objectives of Financial Management
  • Scope of Financial Management
  • Business Case
  • Purpose of Business Relationship Management
  • Scope & Objectives of BRM
  • Differences Between BRM & SLM

3. Service Design
  • Purpose & Objectives of Service Design
  • Scope of Service Design
  • Value of Service Design
  • Four Ps
  • The Five Design Aspects
  • Service Design Package
  • Purpose, Objectives & Scope of SCM
  • Service Catalogue with two views
  • Service Catalogue with three views
  • Purpose & Objectives of SLM
  • Scope of SLM
  • Service Level Requirements
  • Service Level Agreement & SLAM Chart
  • SLA Frameworks
  • Operational Level Agreement & Underpinning Contract
  • Service Review & Service Improvement Plan
  • Key Activities of Service Design
  • The Relationship Between SLM & BRM
  • Interfaces with SLM
  • Purpose & Objectives of Capacity Management
  • Scope of Capacity Management
  • Basic Concepts of Capacity Management
  • Purpose of Availability Management
  • Objective & Scope of Availability Management
  • Basic Concepts of Availability Management
  • Purpose & Objectives of ITSCM
  • Business Impact Analysis
  • Risk Assessment
  • Purpose & Objectives of ISM
  • Scope of ISM
  • Information Security Policy
  • Purpose of Supplier Management
  • Objectives of Supplier Management
  • Supplier Categories
  • Basic Concepts of Supplier Management
  • Purpose & Objectives of Design Coordination
  • Scope of Design Coordination
  • Service Automation
  • Skills Framework for Information Age (SFIA)

4. Service Transition
  • Scope & Value to Business of Service Transition
  • Purpose & Objectives of Service Transition
  • Purpose & Objectives of Change Management
  • Scope & Basic Concepts of Change Management
  • Interfaces within Service Management
  • Change Request
  • Change Models, Remediation Planning, Cab & ECAB
  • Change Advisory Board
  • Change Management Activities
  • Supplier Categories
  • Purpose & Objectives of SACM
  • SACM
  • Scope of SACM
  • Configuration Item
  • CI Categories
  • CMS & DML
  • CMDB & Configuration Baseline
  • Purpose & Objectives of Knowledge Management
  • Scope & Basic Concepts of Knowledge Management
  • D-I-K-W
  • SKMS
  • Purpose & Objectives of Release & Deployment Management
  • Scope of Release & Deployment Management
  • Release Unit & Release Policy
  • Release Package
  • Purpose & Objectives of Transition Planning & Support
  • Scope of Transition Planning & Support

5. Service Operation
  • Purpose & Objectives of Service Operation
  • Scope of Service Operation
  • Value of Service Operation
  • Communication in Service Operation
  • Event Management
  • Purpose, Objectives & Scope of Event Management
  • Basic Concepts of Event Management
  • Purpose of Incident Management
  • Scope & Objectives of Incident Management
  • Basic Concepts of Incident Management
  • Incident Model
  • Incident Prioritization
  • Interfaces with Incident Management
  • Purpose & Objectives of Request Fulfillment
  • Service Request
  • Purpose & Objectives of Problem Management
  • Problem Models
  • Incident Versus Problems
  • Basic Concepts of Problem Management
  • Problem Management Process
  • Interfaces with Problem Management
  • Purpose & Objectives of Access Management
  • Scope of Access Management
  • Service Desk Function
  • Objectives of Service Desk Function
  • Local Service Desk
  • Centralized Service Desk
  • Virtual Service Desk
  • Follow the Sun
  • Objectives of Technical Management Function
  • Application Management Function
  • Objectives of Application Management Function
  • IT Operations Management Functions

6. Continual Service Improvement
  • Purpose of CSI
  • Objectives & Scope of CSI
  • Value of CSI
  • CSI Register
  • The Deming Cycle
  • P-D-C-A Cycle
  • CSI Approach
  • Business Questions for CSI
  • Basic Concepts of CSI
  • CSFs and KPIs
  • The Seven-step Improvement Process
  • Integration PDCA Cycle & 7 Step Improvement Process
  • Purpose, Objectives & Scope Of The 7-step Improvement Process
  • Governance
  • Baseline
  • Process Owner
  • Process Manager
  • Process Practitioner & Service Owner
  • RACI Model
  • Competence, Skills & Training


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