Course description

  • What are the career benefits of this ITIL® 4 Certification?

    ITIL® certification is one of the primary requirements for professionals who want to learn and understand the fundamental concepts of ITIL frameworks to enhance the quality of IT Service Management. ITIL certified professionals can earn 40 per cent more than their non-certified peers. This ITIL foundation certification is best suited for:

    • IT executives
    • IT architects
    • Business operation managers
    • IT audit managers
    • IT planners and consultants
    • Database administrators
    • ITSM trainers
    • Service delivery professionals
    • Quality analysts
    • Application management and development teams
    • IT managers and support managers
    What are the career benefits of this ITIL 4 Certification

  • What are the course objectives?

    ITIL® 4 is the latest release of the ITIL framework, designed to provide a more practical viewpoint to the ITIL lifecycle with best practices from other complementary platforms such as Agile, DevOps and Lean. The objective of this course is to provide a foundational level of understanding of the ITIL 4 framework, key elements, concepts and terminologies associated with ITIL service lifecycle, and how it has evolved to adopt modern technologies and operational processes. The course covers all necessary concepts in the service management framework to support candidates studying for the ITIL 4 Foundation Certification Exam.

  • What skills will you learn?

     

    Upon completion of this ITIL® Certification training you will learn:

    • Concepts, key principles and process models required to pass the ITIL 4 Foundation exam.
    • How ITIL principles can help an individual understand and apply IT service management in their organization. 
    • How to improve customer experience and ITSM efficiency with the help of ITIL tools and techniques. 
    • The purposes and key terms of 15 ITIL practices.
    • Industry best practices for deploying IT services.

     

     

     

Course preview

    • Course Introduction 07:45
      • Course Introduction 07:45
    • Lesson 1_ Introduction to Service Management and ITIL 09:02
      • Introduction 00:36
      • Significance_of_IT_Service_Management 01:53
      • Goals_of_ITIL4_Foundation 02:02
      • Structure_and_Benefits_of_ITIL4_Framework 03:32
      • Key _Takeaways 00:59
      • Knowledge Check
    • Key Concepts of Service Management 28:46
      • Introduction 01:00
      • Service_Management_Value_and_Value_Co-creation 03:30
      • Organizations_Service_Providers_Service_Consumers_and_Other_Stakeholders 07:26
      • Products_Services_and_Service_Offering 04:42
      • Service_Relationships 02:36
      • Outcomes_Costs_Risks_Utility_and_Warranty 07:42
      • Key_Takeaways 01:50
      • Knowledge Check
    • Four Dimension of Service Management 32:00
      • The_Four_Dimensions_of_Service_Management 00:51
      • Introduction_to_the_Four_Dimensions_of_Service_Management 03:07
      • Organizations_and_People 03:51
      • Information_and_Technology 11:13
      • Partners and Suppliers 04:30
      • Value_Streams_and_Processes 04:48
      • External_Factors 02:09
      • Key_Takeaways 01:31
      • Knowledge Check
    • ITIL Service Value System 50:07
      • Introduction 00:50
      • Introduction_to Service_Value_System 01:09
      • Opportunity_Demand_and_Value 01:43
      • The_ITIL_Guiding_Principles 22:06
      • Governance 02:23
      • Service_Value_Chain 10:47
      • Continual_Improvement 04:47
      • Agile_ITSM_and_Organizational_Silos 05:16
      • Key_Takeaways 01:06
      • Knowledge Check
    • ITIL Management Practices 2:09:09
      • ITIL_Management_Practices 01:35
      • General_Management_Practices 16:44
      • Service_Management_Practices 18:10
      • Service Management Practices 11:29
      • Technical_Management_Practices 07:57
      • Key_Takeaways 00:28
      • Knowledge Check
    • ITIL 4 Foundation Examination Format 05:36
      • Introduction 05:36
    • Getting Started with ITIL® Foundation 08:14
      • Getting started with ITIL® Foundation 08:14
    • 1.1 - Introduction to Service Management 20:59
      • 1 Introduction to Service Management Lifecycle 00:27
      • 2 Principles of IT Service Management 00:14
      • 3 Objectives 00:24
      • 4 IT Service Management-Best Practices 01:09
      • 5 Public and Proprietary Practices 01:17
      • 6 Knowledge Check
      • 7 Service Introduction 01:21
      • 8 Service Management 02:55
      • 9 Service Management Practice 01:22
      • 10 Challenges in Service Management 00:53
      • 11 Benefits of IT Service Management 00:29
      • 12 Stakeholders in Service Management
      • 13 Internal and External Customers 00:57
      • 14 Internal and External Services 01:18
      • 15 Process 01:45
      • 16 Process Characteristics 00:33
      • 17 Functions Related to Service Management 02:13
      • 18 How Processes and Functions Operate 00:45
      • 19 Roles in Service Management
      • 20 RACI Model 01:04
      • 21 RACI Model (contd.) 00:28
      • 22 Types of Service Providers
      • 23 Supplier and Contracts 00:45
      • 24 Knowledge Check
      • 25 Summary 00:40
    • 1.2 - Service Management Lifecycle 03:39
      • 1 The Service Lifecycle 00:12
      • 2 Objectives 00:20
      • 3 Components of Service Management Lifecycle
      • 4 Interactions in the Service Lifecycle 01:08
      • 5 Relationship between Governance and ITSM 01:13
      • 6 Summary 00:46
    • 1.3 - Quiz 00:14
      • 1 Quiz
      • 2 Thank You 00:14
    • 2.1 - Introduction to Service Strategy 04:44
      • 1 Introduction to Service Strategy 00:27
      • 2 Service Strategy 00:20
      • 3 Objectives 00:23
      • 4 Service Strategy-Overview
      • 5 Service Strategy Processes 00:44
      • 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 16:07
      • 1 Service Strategy Concepts 00:16
      • 2 Objectives 00:15
      • 3 Service Utility and Warranty 01:37
      • 4 Service Utility and Warranty (contd.) 01:26
      • 5 Service Assets 01:02
      • 6 KNOWLEDGE CHECK
      • 7 Value Creation 00:33
      • 8 Value Creation (contd.) 00:43
      • 9 Factors that Influence Customer Perception of Value 00:18
      • 10 Customer Perception of Value 00:37
      • 11 Business Outcomes 01:21
      • 12 Business Outcomes (contd.) 01:32
      • 13 Service Packages
      • 14 Service Packages (contd.) 00:38
      • 15 Business Case and Its Uses 00:51
      • 16 Business Case Structure 00:29
      • 17 Risk 01:10
      • 18 Service Management Technology and Automation 00:43
      • 19 Automation Benefits 00:46
      • 20 Service Management Tools 01:14
      • 21 Summary 00:36
    • 2.3 - Service Strategy Processes 12:09
      • 1 Service Strategy Processes 00:19
      • 2 Objectives 00:28
      • 3 Demand Management-Overview
      • 4 Managing Demand for Services 01:21
      • 5 PBA and UP 00:34
      • 6 PBA and UP (contd.) 01:36
      • 7 Service Portfolio Management-Introduction 00:51
      • 8 Service Portfolio Management-Overview
      • 9 Service Portfolio-Components 02:13
      • 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 00:39
    • 2.4 - Quiz 00:15
      • 1 Quiz
      • 2 Thank You 00:15
    • 3.1 - Introduction to Service Design 03:04
      • 1 Service Design 00:28
      • 2 Introduction to Service Design 00:12
      • 3 Objectives 00:18
      • 4 Service Design-Overview
      • 5 Roles in Service Design 00:50
      • 6 Roles in Service Design (contd.) 00:30
      • 7 Summary 00:46
    • 3.2 - Key Concepts in Service Design 04:15
      • 1 Key Concepts in Service Design 00:16
      • 2 Lesson Objectives 00:19
      • 3 4 P’s of Service Design
      • 4 Major Aspects of Service Design 02:03
      • 5 Service Design Package 00:57
      • 6 Summary 00:40
    • 3.3 - Service Design Processes 35:34
      • 1 Service Design Processes 00:10
      • 2 Objectives 00:18
      • 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.) 00:33
      • 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.) 03:38
      • 14 Content of an SLA 01:01
      • 15 Service Level Management-service Review 00:34
      • 16 Service Improvement Program 00:37
      • 17 Interfaces To Service Level Management 00:39
      • 18 Service Level Management Vs. Business Relationship Management 01:08
      • 19 Supplier Management-Overview
      • 20 Supplier And Contract Management Information System 01:48
      • 21 Supplier Management And Service Level Management 00:59
      • 22 Supplier Categorisation 01:52
      • 23 Role Of Supplier Manager 00:56
      • 24 Capacity Management-Overview
      • 25 Capacity Management-Process Activities 02:52
      • 26 Sub Processes in Capacity Management
      • 27 Capacity Management-Capacity Plan 00:37
      • 28 Availability Management-Overview
      • 29 Availability Management-Key Terms 01:40
      • 30 Availability Management-Expanded Incident Lifecycle 01:45
      • 31 Concepts Related To Expanded Incident Lifecycle 01:34
      • 32 IT Service Continuity Management-Overview
      • 33 IT Service Continuity Management-Key Terms 00:42
      • 34 IT Service Continuity Management-lifecycle Activities 01:47
      • 35 Information Security Management-Overview
      • 36 Information Security Framework 00:39
      • 37 IT Security Policy 01:21
      • 38 Information Security Management System 01:45
      • 39 Design Coordination-Overview
      • 40 Design Coordination And Governance 00:25
      • 41 Summary 00:36
    • 3.4 - Quiz 00:14
      • 1 Quiz
      • 2 Thank You 00:14
    • 4.1 - Introduction to Service Transition 04:10
      • 1 Introduction to Service Transition 00:29
      • 2 Service Transition 00:10
      • 3 Objectives 00:25
      • 4 Service Transition-Overview
      • 5 Configuration Item 00:47
      • 6 Configuration Management System 01:43
      • 7 Summary 00:36
    • 4.2 - Service Transition Processes 28:01
      • 1 Service Transition Processes 00:11
      • 2 Objectives 00:37
      • 3 Introduction to Service Transition Processes 01:00
      • 4 Transition, Planning and Support
      • 5 Introduction to Change Management 01:20
      • 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 00:57
      • 13 Change Manager-Responsibilities 00:47
      • 14 7 R’s of Change Management 00:58
      • 15 Change Metrics 01:33
      • 16 Key Challenges in Change Management 01:15
      • 17 Service Asset and Configuration Management-Overview
      • 18 Knowledge Check
      • 19 Configuration Baseline and Database
      • 20 Definitive Media Library 00:40
      • 21 CMDB and DML 00:54
      • 22 Secure Library and Secure Stores 00:38
      • 23 SACM-Logical Model 01:16
      • 24 Relationship between CMDB, CMS and SKMS 01:38
      • 25 Introduction to Release and Deployment Management 02:00
      • 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 01:40
      • 34 Summary 00:47
    • 4.3 - Quiz 00:14
      • 1 Quiz
      • 2 Thank You 00:14
    • 5.1 - Introduction to Service Operations 08:06
      • 1 Service Operation 00:30
      • 2 Introduction to Service Operations 00:09
      • 3 Objectives 00:23
      • 4 Service Operations-Overview
      • 5 Role of Communication 00:33
      • 6 Types of Communication 00:52
      • 7 Events 01:04
      • 8 Alerts and Incidents 01:09
      • 9 Problems and Workarounds 01:07
      • 10 Known Error and Known Error Database 01:03
      • 11 Priority 00:40
      • 12 Summary 00:36
    • 5.2 - Service Operations Processes 18:33
      • 1 Service Operations Processes 00:11
      • 2 Objectives 00:19
      • 3 Event Management-Overview
      • 4 Event Management-Process Activities 02:28
      • 5 Event Logging and Filtering 01:15
      • 6 Manage Exceptional Events 01:46
      • 7 Manage Informational and Warning Events 01:50
      • 8 Knowledge Check
      • 9 Incident Management-Overview
      • 10 Incident Management-Basic Concepts 01:24
      • 11 Incident Management-Process Flow
      • 12 Process Interfaces 01:48
      • 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 00:42
      • 19 Access Management-Overview
      • 20 Summary 00:47
    • 5.3 - Functions 09:44
      • 1 Functions 00:10
      • 2 Objectives 00:28
      • 3 Service Desk-Overview
      • 4 Local Service Desk 01:13
      • 5 Centralised Service Desk 00:46
      • 6 Virtual Service Desk 01:03
      • 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 00:42
    • 5.4 - Quiz 00:14
      • 1 Quiz
      • 2 Thank You 00:14
    • 6.1 - Introduction to Continual Service Improvement 01:49
      • 1 Introduction to Continual Service Improvement 00:47
      • 2 Continual Service Improvement 00:11
      • 3 Objectives 00:20
      • 4 CSI-Overview
      • 5 Summary 00:31
    • 6.2 - Key Principles and Models 09:16
      • 1 Key Principles and Models 00:10
      • 2 Objectives 00:21
      • 3 CSI and Organisational Change 00:43
      • 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 00:26
      • 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 00:46
      • 13 Seven-Step DIKW Model 01:30
      • 14 CSI Model
      • 15 Summary 00:45
    • 6.3 - Quiz 00:10
      • 1 Quiz
      • 2 Thank You 00:10
    • 07 - Assessment
      • Assessment
    • Final Words 05:27
      • Final Words 05:27
    • Tips and Tricks 31:01
      • Introduction 03:12
      • Service Management As Practice 04:08
      • Service Strategy 03:44
      • Service Design 04:07
      • Service Transition 03:47
      • Service Operation 03:51
      • Continual Service Improvement 01:52
      • Service Desk 01:00
      • Tricky Questions 01:44
      • Time Management 02:00
      • Other Roles 01:36
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Exam & certification

  • What is the format for the ITIL Certification Exam?

    To receive the ITIL® 4 Foundation certification, you must:

    1. Complete the certification training
    2. Take the ITIL 4 Foundation Certification exam
    3. Score at least 65 per cent on the exam (26 correct answers out of 40 questions] in 60 minutes

  • What is the ITIL® 4 Foundation Certification?

    ITIL® 4 Foundation is the most widely acknowledged entry-level ITIL certification available for IT professionals. This newest training for the ITIL framework is designed to introduce learners to the management of modern IT-enabled services, including key concepts and common language used in the ITIL services lifecycle.
     

  • How long will it take to receive my ITIL® 4 Foundation exam results?

    You will receive the ITIL® 4 Foundation results from 10-15 days after you take the exam. 
     

  • When I can register for the ITIL® 4 Foundation exam?

    The ITIL 4 Foundation exam can be scheduled at your convenience. Once you are ready to take the certification exam, contact the Simplilearn support team and they will provide an exam voucher code. 
     

  • How will I take the exam?

    Customers outside of India will take a web-based exam. Customers in India will take a paper-based exam. Customers are expected to book the exam before the expiration of the validity of their course.

  • I would like to book paper-based exam in India. What is the process?

    You can book the paper-based exam by contacting our support team and walking into the exam centres in cities below: 

    City Days Timing
    Bangalore Weekdays and Weekends 08:00 AM - 08:00 PM
    Chennai Saturday 09:00 AM - 06:00 PM
    Hyderabad Saturday 09:00 AM - 06:00 PM
    Pune Saturday 09:00 AM - 06:00 PM
    Mumbai Saturday 09:00 AM - 06:00 PM
    Delhi Saturday 09:00 AM - 06:00 PM
    Kolkata Saturday 09:00 AM - 06:00 PM

     

  • Once I have booked my exam, can I get a refund?

    Once you have booked your exam and the voucher has been issued, it can not be refunded.

FAQs

  • Who are the trainers for 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 examination fee included in the course fee?

    Yes. The examination fee is included in the course fee.

  • Does my ITIL 4 Foundation certificate expire?

    The ITIL 4 Foundation certificate does not expire.

  • 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 via live online streaming. They are interactive sessions that enable you to ask questions and participate in discussions during class time. We also provide recordings of each session you attend if you miss a session or for future reference.

  • What is the average starting salary for an ITIL® certified professional?

    Combining an ITIL® certification with other certifications can significantly increase your salary range. For example, a Cisco certification holder who earns about $83,000 a year can jump to more than $96,000 in salary with an ITIL certification.

  • What tools do I need to attend the training sessions?

    The tools you’ll 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: You’ll need headphones or speakers to hear the 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 a microphone.

  • What are the ITIL® certification levels?

    The ITIL® 4 Certification Scheme comprises of the following levels:

    • ITIL Foundation
    • ITIL Specialist modules (3)
    • ITIL Strategist
    • ITIL Leader
    • ITIL Master

    One of the main characteristics of the new ITIL® 4 certification scheme is that it now
    follows two different designation streams: ITIL Managing Professional (ITIL MP) and ITIL
    Strategic Leader (ITIL SL). These two streams are intended to provide learners with
    greater clarity about how and where they can improve their skills and set them apart
    from peers.


    To become an ITIL® Managing Professional (ITIL MP) learners must complete the
    following modules:

     

    • ITIL 4 Foundation
    • ITIL Specialist: Create, Deliver & Support
    • ITIL Specialist: Drive Stakeholder Value
    • ITIL Specialist: High-Velocity IT
    • ITIL Strategist: Direct, Plan & Improve*


    To become an ITIL Strategic Leader (ITIL SL) learners must complete the following
    modules:

    • ITIL 4 Foundation
    • ITIL Strategist: Direct, Plan & Improve*
    • ITIL Leader: Digital & IT Strategy

    *Universal module for both ITIL® designation streams

    In order to be eligible to become an ITIL Master, learners must have both the ITIL
    Managing Professional (ITIL MP) and ITIL Strategic Leader (ITIL SL) designations.
    Further details about how to become an ITIL Master will be released at a later time studying for the ITIL Foundation exam. 
     

  • What are the main differences between ITIL V3 V/s ITIL 4?

    ITIL® 4 should be seen as an expansion of the time-tested ITIL framework, not a replacement. ITIL 4 and ITIL v3 provide guidance based on the same underlying principles, but ITIL 4 takes a new approach to present this guidance. While ITIL 4 retains many of the core elements of ITIL v3, and much of the existing guidance will be recognizable in parts of ITIL 4, the new modules are distinct from the old ones.
     

  • When will ITIL® v3 be discontinued?

    The transition will be a gradual process, allowing our learners to have enough time to move from ITIL® v3 to ITIL 4 and to continue collecting their ITIL v3 Intermediate credits to enable the transition to ITIL Managing Professional. 

  • Until when can I purchase the exam voucher from Simplilearn?

    Your exam voucher is included in the price of this course. However, you must book your exam within six months from the date you purchased this course. In case of any change of exam fees by the certification body within the six months, you will be liable to pay the difference of amount to Simplilearn. If you did not book the exam within six months from purchase, you will need to buy the voucher again as per the actual price.

  • I have an ITIL® v3 Foundations certification. How do I update my certification to the current version?

    To upgrade your ITIL v3 Foundation certification to an ITIL 4 certification, you will need to take an ITIL 4 Foundation course.

  • I have an ITIL® v3 Intermediate certification. How do I update my certification to the current version?

    If you have achieved three credits from ITIL® Intermediate, then you have two options to proceed.
    Option 1: You are encouraged to take ITIL 4 Foundation and a further module in a preferred area of interest, becoming either an ITIL Specialist, Strategist or Leader.*
    Option 2: You are encouraged to achieve 17 credits from ITIL v3 to become eligible to take the ITIL Managing professional transition module.

  • I have an ITIL® v3 Expert certification. How do I update my certification to the current version?

    If you have achieved six credits or more since your v3 Foundation certification, then it is in your best interest to continue collecting v3 credits to prepare yourself for an easy transition to ITIL 4 and gain the ITIL Managing Professional designation. 
    You will need to reach 17 credits to be eligible to take the ITIL Managing Professional transition module. 
     

  • 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. What’s more, you will have lifetime access to the community forum, even after completion of your course with us.
     

    • Disclaimer
    • PMP, PMI, PMBOK, CAPM, PgMP, PfMP, ACP, PBA, RMP, SP, and OPM3 are registered marks of the Project Management Institute, Inc.