The document outlines the ITIL® Foundation Training course provided by Invensis Learning, which focuses on IT service management best practices. It details the course structure, including modules on service strategy, design, transition, operation, and continual service improvement, along with exam format and learning objectives. The course aims to enhance knowledge and competence for individuals and organizations seeking certification in IT service management.

1. ITIL® Foundation Training
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Course Name : ITIL FOUNDATION
Version : INVL_ITILF_CW_01_001_1.7
Course ID :ITSM - 109

2. 2
About Invensis Learning
Invensis Learning is a pioneer in providing globally-recognized certification training courses for
individuals and enterprises worldwide. Our training methodology coupled with high-quality courseware
has enabled organizations to achieve high-impact learning with increased knowledge, competence, and
performance. We offer courses in various categories such as IT Service Management, Project
Management, IT Security and Governance, Quality Management, Agile Project Management, DevOps,
and Cloud Courses. Invensis Learning certification training programs adhere to global standards such as
PMI, TUV SUD, AXELOS, ISACA, DevOps Institute, and PEOPLECERT.
www.invensislearning.com

3. 3
What We Offer
We offer globally-recognised training and certifications in categories such as Project Management,
ITSM, Agile, Quality Management, Technology Training, Program Management and IT Security &
Governance.
ITSM Project Management Quality Management
Technology
Training
Agile & Scrum IT Security & Governance
ITIL Foundation PMP Project Rescue Six Sigma Yellow Belt Training Cloud Computing PMI-ACP COBIT5 Foundation
ITIL SD CAPM Project Scope Management Six Sigma Green Belt Training Big Data Scrum Training COBIT5 Implementation
ITIL SS PRINCE2 Project Time Management Six Sigma Black Belt Training Hadoop
DevOps
Foundation
COBIT5 Assessor
ITIL ST PgMP
Project Communications and
Stakeholder Management
Lean Six Sigma Green Belt Training .Net Technologies ISO/IEC 27001 Foundation
ITIL SO PMI-RMP Project Cost Management Lean Six Sigma Black Belt Training Data Warehousing
ITIL CSI P3O Project Procurement Management Introduction to Lean Training CISSP
ITIL RCV MSP Project Leadership Lean Fundamentals Program VC++, MCF
ITIL OSA Microsoft Project Change Management Lean Management Training
Advanced WCF,
WPF
ITIL SOA Microsoft Project Server
Implementing a Project Management
Office
Lean Manufacturing Training Advanced JAVA
ITIL PPO IT Project Management Managing Conflict in the Workplace Lean Processes and Tools Advanced J2EE
ITIL MALC
Project Management
Fundamentals - Overview
Negotiating in a Project Environment
Lean Six Sigma in Information
Technology
ISO 20000 Project Initiation Presentation Skills for Project Personnel Lean Six Sigma in Healthcare
Earned Value Management Project Estimating Techniques DFSS Yellow Belt Training
Project Risk Management Managing Multiple Projects DFSS Green Belt Training
Project Sponsorship DFSS Black Belt Training
Team Development MINITAB Training

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ITIL - Syllabus
Learning Unit Curriculum subjects covered Page No.
Module 1
Introduction
Introduction to ITIL
Service Management as a Practice
The ITIL Service Lifecycle
Review Questions
13-51
Module 2
Service Strategy
Introduction to Service Strategy
Purpose, Objectives, Scope and Value of Service Strategy
Processes and Activities
• Service Portfolio Management
• Financial Management
• Business Relationship Management
• Demand Management
52-87
Module 3
Service Design
Introduction to Service Design
Purpose, Objectives, Scope and Value of Service Design
Processes and Activities
• Design Coordination
• Service Level Management
• Service Catalog Management
• Availability Management
• Information Security Management
• Supplier Management
• Capacity Management
• IT Service Continuity Management
88-168

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ITIL - Syllabus
Learning Unit Curriculum subjects covered Page No.
Module 4
Service Transition
Introduction to Service Transition
Purpose, Objectives, Scope and Value of Service Transition
Processes and Activities
• Transition Planning and Support
• Change Management
• Service Asset and Configuration Management
• Release and Deployment Management
• Knowledge Management
169-238
Module 5
Service Operation
Introduction to Service Operation
Purpose, Objectives, Scope and Value of Service Operation
Processes and Activities
• Incident Management
• Problem Management
• Event Management
• Request Fulfillment
• Access Management
Service Operation Functions
• Service Desk
• Technical Management
• Application Management
• IT Operations Management
239-318
Module 6
Continual Service
Improvement
Introduction to CSI
Purpose, Objectives, Scope, Value to the Business, The CSI Register
Processes and Activities
• The 7 Step Improvement Process
319-354

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Copyright Notice
 ITIL® is a registered trade mark of AXELOS Limited, used with the permission of AXELOS Limited.
All rights reserved.
 IT Infrastructure Library® is a registered trade mark of AXELOS Limited. All rights reserved.
 The texts in this presentation material are taken from or are based on ITIL® core books. Copyright
AXELOS Limited. Reproduced with permission.
 The content of the Cabinet Office core ITIL publications, as published by TSO, is protected by
Crown copyright, and may only be used under license from the Cabinet Office. Similarly, the trade
marks associated with ITIL are owned by the Cabinet Office and a license is required to re-use
them.
 The figures and diagrams © are Crown copyright. Reproduced with permission. All rights reserved.
 Copyright © AXELOS Limited 2011. All rights reserved. Material is reproduced under license from
AXELOS Limited

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ITIL Foundation Exam Format
This syllabus has an accompanying examination at which the candidate must achieve a pass score to
gain the ITIL Foundation Certificate in IT Service Management.
Type
Multiple choice, 40 questions. The questions are selected from the full ITIL Foundation
Certificate in IT Service Management examination question bank.
Duration Maximum 60 minutes for all candidates in their respective language
Provisions for additional
time relating to language
Candidates completing an exam in a language that is not their mother tongue have a
maximum of 75 minutes to complete the exam and are allowed the use of a dictionary.
Prerequisite
Accredited ITIL Foundation training is strongly recommended but is not a prerequisite.
Supervised
Yes
Open Book
No
Pass Score
26/40 or 65%
Delivery
This examination is available in Online or Paper based format.

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ITIL QUALIFICATION SCHEME
ITIL Credits System

9. 9
Learning Objectives
You will gain knowledge and understanding in the following upon successful completion of the course:
 Service management as a practice (comprehension)
 The ITIL service lifecycle (comprehension)
 Generic concepts and definitions (awareness)
 Key principles and models (comprehension)
 Selected processes (awareness)
 Selected functions (awareness)
 Selected roles (awareness)
 Technology and architecture (awareness)
 Competence and training (awareness)

10. Introduction to ITIL Foundation
Module 1

11. 11
Introduction to ITIL Foundation
Module 1
 Introduction
 Review of IT Service Management (ITSM) and IT Infrastructure Library (ITIL)
 ITIL v3:
• Service Lifecycle:
• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement
Course Overview

12. 12
Introduction to ITIL Foundation
Module 1
Introduction
This quick reference guide describes the key principles and practices of IT service management (ITSM)
as a set of resources and capabilities such as processes, people and technology as described by the
ITIL service management framework.
Best practice
Organizations operating in dynamic environments need to improve their performance and maintain
competitive advantage. Adopting best practices in industry-wide use can help improve capability.
There are several sources for best practice:
 Public framework and standards : These have been validated across diverse environments;
knowledge is widely distributed among professionals. There is publicly available training and
certification; acquisition of knowledge through the labour market is easier, as is collaboration and
co-ordination across organizations.
 Proprietary knowledge of organizations and individuals : This is customized for the local context
and specific business needs; and may only be available under commercial terms; Thus, this may
also be tacit knowledge (inextricable and poorly documented).

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Introduction to ITIL Foundation
Module 1
What is ITIL?
Copyright © AXELOS Limited 2011. All rights reserved. Material is reproduced under license from AXELOS Limited

14. 14
Introduction to ITIL Foundation
Module 1
Why ITIL is Successful?
 ITIL is Vendor-Neutral: ITIL service management practices are applicable in any IT organization
because they are not based on any particular technology platform or industry type.
 ITIL is Non-Prescriptive: ITIL offers robust, mature and time-tested practices that have applicability
to all types of service organization. It continues to be useful and relevant in the public and private
sectors, internal and external service providers.
 Best Practices: ITIL Best Practices are crafted from the learning experiences and thought
leadership of the world’s best-in-class service providers.

15. 15
Introduction to ITIL Foundation
Module 1
Key Benefits of Adopting ITIL
 Delivers value for customers through services
 Integrates the strategy for services with the business strategy and customer needs
 Measures, monitors and optimizes IT services and service provider performance
 Manages the IT investment and budget
 Manages risk
 Manages knowledge
 Manages capabilities and resources to deliver services effectively and efficiently
 Enables adoption of a standard approach to service management across the enterprise
 Changes the organizational culture to support the achievement of sustained success
 Improves the interaction and relationship with customers
 Coordinates the delivery of goods and services across the value network
 Optimizes and reduces costs

16. 16
Introduction to ITIL Foundation
Module 1
Complementary Guidance
Commonly known frameworks and standards that have synergy with ITIL:
 COBIT
 ISO/IEC 20000
 ISO/IEC 15504
 ISO/IEC 19770:2006
 Management of Risk
 Project Management
 CMMI
 Six Sigma
 DevOps
 Other ITSM publications
 ITIL Live
 The Official Introduction to ITIL Service Lifecycle

17. 17
Introduction to ITIL Foundation
Module 1
Service Management AS A PRACTICE

18. 18
Introduction to ITIL Foundation
Module 1
Service Management Best Practice
 Organizations benchmark themselves against peers to close gaps in capability
 One method of closing these gaps is to adopt industry-wide best practices
 Best practice guidance is derived from varied sources
Sources of Best Practice
 Standards
 Industry Practices (ITIL®)
 Training & Education
 Internal experience
Enablers
 Employees
 Customers
 Suppliers
 Consultants
 Technologies
Drivers
 Substitutes
 Regulators
 Customer
Scenarios
 Competition
 Compliance
 Commitments
Adapt your ITSM
approach to the
Organization

19. 19
Introduction to ITIL Foundation
Module 1
Types of Services
Delivered to
external customers
Delivered between
business units or
departments in the
same organization
Services
Internal External

20. 20
Introduction to ITIL Foundation
Module 1
What is an IT Service?
Customer
Outcome
Customer
(Business Unit Claims
Department)
IT Service
IT Assets
(Managed by
Functions)
Process Claims Business Process supported by
Application Service
IT Service e.g. Case Management Application
Service
Technical
Management
IT Operations
Management
Application
Management
Service Desk

21. 21
Introduction to ITIL Foundation
Module 1
Types of Services
Services can be further classified in terms of how they relate to one another and to customers
Core Services Enhancing Services
Enabling Services Enabling Services
Customer

22. 22
Introduction to ITIL Foundation
Module 1
Types of Service Providers
External Service Provider
Corporation
Business Unit 2Business Unit 1
Shared Service
Unit
Internal Service
Provider B
Internal Service
Provider A

23. 23
Introduction to ITIL Foundation
Module 1
Stakeholders in Service Management
Stakeholders
In addition to the service provider organization, which contains many internal stakeholders
including the functions, groups and teams that deliver the services, there are three main
stakeholder groups
Customers
Users
Suppliers
Those who buy goods or services. The customer of an IT
service provider is the person or group who defines and
agrees the service level targets.
Those who consume and request services on a daily
basis
Third parties which supply goods or services needed to
deliver IT services.

24. 24
Introduction to ITIL Foundation
Module 1
Service Assets, Resources, and Capabilities
 The Service relationship between service providers and customers requires the use of assets
 There are two types of Assets : Capabilities and Resources
 Service providers need to develop distinctive capabilities that distinguish them from their
competitors
 Resources can be acquired, whereas capabilities must be grown
Assets
Resources
Management
Organization
Process
Knowledge
People
People
Financial Capital
Infrastructure
Applications
Information
Capabilities
Capabilities
Coordinate,
Control, and
deploy
Resources

25. 25
Introduction to ITIL Foundation
Module 1
Processes
 A structured set of activities designed to accomplish a specific objective.
 A process takes one or more defined inputs and turns them into outputs.
Processes define actions, dependencies and sequence. Well-defined processes improve productivity
within and across organizations and functions.
Supplier Inputs Processes Outputs Customers

26. 26
Introduction to ITIL Foundation
Module 1
Process Model
Process policy
Process owner
Process
objectives
Process
documentation
Process
feedback
Process metrics
Process activities Process roles
Process
resources
Process
capabilities
Process work
instructions
Process
procedures
Process Inputs Process Outputs
Process
improvements
Triggers
Process Control
Process enablers
Including process
Reports and reviews
Process
Copyright © AXELOS Limited 2011. All rights reserved. Material is reproduced under license from AXELOS Limited

27. 27
Introduction to ITIL Foundation
Module 1
Roles in Service Management
A role is a set of responsibilities, activities and authorities granted to a person or team
 Defined in a process or function
 One person or team may have multiple roles
• (wear multiple hats)
 Roles are not the same thing as job titles
Key roles in ITIL® include:

28. 28
Introduction to ITIL Foundation
Module 1
The RACI Model
 RACI Matrix
• Used to define roles and responsibilities in relation to processes and activities
Responsible
• Person responsible for getting the job done
Accountable
• Person with ownership of quality and end result. There can be only one person accountable for
each task
Consulted
• People who have involvement through input of knowledge and information
Informed
• People kept up to date on progress

29. 29
Introduction to ITIL Foundation
Module 1
Assigning Roles and Responsibilities (RACI)
v
Service
Desk
Human
Resources
IT Security
Manager
System
Administrator
User
Log service request RACI - - I RC
Classification of request RACI C - I CI
Verification of access levels RI C AC C C
Provide access rights to
user(s) RI I A R I
RESPONSIBLE ACCOUNTABLE CONSULTED INFORMED

30. 30
Introduction to ITIL Foundation
Module 1
Functions in Service Management
A team or group of people and the tools or other resources they use to carry out one or more processes
or activities

31. 31
Introduction to ITIL Foundation
Module 1
Risk Management
Risk Assessment
 Assessing threats and vulnerabilities
 Identification of risks
 Quantifying the impact and probability
 Definition of mitigation strategies
Risk Management
 Having processes in place to monitor risks, reliable up-to-
date information about risks, and controls and decision-
making processes in place
A risk is “uncertainty of outcome”
Risk management is the process of identifying, assessing and controlling risks.

32. 32
Introduction to ITIL Foundation
Module 1
Governance
Enterprise Governance
Business Governance
i.e. Performance
Corporate Governance
i.e. Conformance
Value Creation Resource
Utilization
Accountability Assurance

33. 33
Introduction to ITIL Foundation
Module 1
The ITIL Service Lifecycle

34. 34
Introduction to ITIL Foundation
Module 1
Introduction to Service Lifecycle
 Perceived value of IT service is related to demand for that service
 Investment in running and improving service is justified as long as the demand for service is high
 When demand decreases due to availability of alternative services changing the business
processes, IT assets are under utilized and could be re-used elsewhere
 ITIL® Service Life Cycle ensures that Services are continually adjusted to the changing demand
Service Life Cycles
Build
Period of initial investment and
building of Service. Build cost will
be recovered in operations phase
Operate
Period that the perceived value of the
service justifies the investment
Decommission
Threshold under which a Service no
longer adds enough value to justify
the cost of operation. It should be
improved to extend it’s economic
Life Cycle or be decommissioned
ServiceDemand/Value

35. 35
Introduction to ITIL Foundation
Module 1
The Service Lifecycle is Divided into 5 Phases

36. 36
Introduction to ITIL Foundation
Module 1
Introduction to the Service Lifecycle Stages
Align IT Strategy
to Business
Strategy and
define how you
are going to help
the business
achieve their
outcomes
Design services
and their
supporting
systems aligned
with those
outcomes
Transition the
Service into
operation
according to
customer
requirements
Demonstrate
value by
operating the
service to
customer
requirements and
realize the
business case
Strategy Design Transition Operation
Continuously improve services and service management practices
throughout all life cycles to improve customer value
Continual Service Improvement

37. 37
Introduction to ITIL Foundation
Module 1
Introduction to the Service Lifecycle Stages
Strategy Design Transition Operation
Continual Service Improvement
Service Catalogue
Management
Supplier
Management
Info Security
Management
IT Service Continuity
Management
Availability
Management
Capacity
Management
Service Level
Management
Design Coordination
Knowledge
Management
Service Asset &
Configuration
Management
Change Evaluation
Release &
Deployment
Management
Service Validation &
Testing
Change
Management
Transition Planning &
Support
Problem
Management
Access Management
Request Fulfillment
Incident
Management
Event Management
Technical
Management
Application
Management
IT Operations
Management
Service Desk
Financial
Management
Service Portfolio
Management
Demand
Management
Business
Relationship
Management
Strategy
Management for IT
Services
= Process
= Function

38. 38
CONTACT INVENSIS LEARNING
Email Us:
© Copyright 2017 Invensis Learning. Invensis®
is a registered trademark of Invensis Technologies Pvt Ltd.
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
www.invensislearning.com
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