Course Introduction

The ITIL® Foundation and Practitioner course equip candidates for both of the ITIL exams (ITIL® Foundation and ITIL® Practitioner).

ITIL® Foundation

ITIL® Foundation is most important and entry-level certification for IT professionals in which the delegates will understand the key elements, concepts, and terminologies used in the ITIL® service lifecycle so that they can implement changes in their organisation. ITIL® Foundation is a globally recognised framework that fulfils IT requirements within the organisation. 

ITIL® Practitioner

In ITIL® Practitioner certification, one will learn how to adapt and adopt the ITIL® framework for achieving business objectives. Professionals who have already learned IT Service Management in ITIL® Foundation can go for ITIL® Practitioner to implement and improve the service management practices within the organisation.

  • Our ITIL® courses are fully accredited by PeopleCert

  • Get practical knowledge on implementations based on adopt and adapt

  • We have highly experienced and certified instructors that help the delegates to understand to concepts by giving real world examples

  • Trusted by many leading brands, we offer best services in the industry

  • Our help and support team is available 24/7 for handling the queries of the delegates so that they never feel alone

  • Learn the key elements, concepts and terminologies used in ITIL® service life cycle

What's included


Exam(s) included




Tutor Support


ITIL® Foundation

ITIL® Foundation course doesn’t have any prerequisite.

ITIL® Practitioner

The delegate must have completed ITIL® Foundation course, before attending this course.


What Will You Learn

  • Learn various concepts and terminology needed to pass ITIL® Foundation examination in first attempt
  • The delegates will learn how to apply ITIL® tools and techniques for improving the efficiency and effectiveness in the business changes for enhancing the experience of the customer
  • Determine the implementation of lean principles for enhancing the efficiency of ITSM processes
  • Identify the nine guiding principles and how these can be implemented in the organisation
  • After this course, one will be able to differentiate between good and bad communication
  • Get to know about various tips needed to pass the ITIL® Practitioner exam by our trainer
  • Apply CSI approach for managing improvements in a given organisational context

Who should take this course

Although the examples and exercises used in our training can be customised to suit the requirements of the audience. In general, ITIL® Foundation Practitioner training is designed to meet the needs of the following audience:

  • This course is designed for individuals who wanted to get ITIL® Foundation and Practitioner Certification
  • This is the first step for IT professionals to gain ITIL® certification and implement changes in their organisation
  • We recommend this course to professionals or employees who are interested in business performance improvement


The ITIL®Foundation and Practitioner course are ideal for professionals who focuses on the understanding and implementation of the ITIL applications. The delegate can build their career in service management to get success and opportunities for future projects. Get essential skills needed to apply ITIL® in the organisation. Our courses are delivered by highly qualified and certified trainers who have extensive experience in their domain. The aim of the trainer is to make the concepts and terminologies clear by giving real world examples. Our training program includes classroom, online, on-site and virtual classroom courses. One can choose the program according to their requirement or comfort. 


Each delegate will have to pass an examination that will be conducted at the end of the training to measure comprehension of the body of knowledge. The exam consists of Multiple Choice Questions (MCQ’s). Four options will be provided, out of which one would be the correct answer. Delegates have to identify the correct answer and proceed for next questions. Our trainers will make sure that the delegates have gone through all the concepts of the subject so that they can easily clear the exam in the first attempt.

The language used in the exam would be English. In case, someone is not comfortable with English, we can try to provide the exam in other languages by consulting our trainer. Selection of language depends upon the comfort of the trainer. All other details regarding exams will be provided during the training by our experts.


Course Content

1. Service Management: Overview

  • Service Management Life cycle
  • Principles of IT Service Management
  • Defining Service
  • Benefits of Service Management in organisation
  • Define Process and its characteristics
  • RACI Model
  • Types of service providers
  • Contracts and suppliers

2. Service Management Lifecycle

  • Service Life cycle
  • Elements of Life cycle
  • Link between different life cycle stages
  • Relation between Governance and ITSM

3. Service Strategy

  • Define Service Strategy
  • Service Strategy Process
  • Type of Services involved in the organisation

4. Service Strategy Concepts

  • Service Utility and Warranty
  • Service assets
  • Value creation
  • Factors influencing customer perception of value
  • Service Packages
  • Uses and Structure and of Business case

5. Service Strategy Process

  • Define Process
  • Demand Management
  • Service Demand
  • PBA and UP
  • Service Portfolio components
  • Service Portfolio Management
  • Financial Management
  • Managing business relations

6. Service Design

  • Define Service Design
  • Roles in Service Design
  • Key concepts and terminologies
  • Service Design process
  • Service Catalogue Management
  • Service Level Management
  • Capacity Management

7. Service Transition

  • Define Service Transition
  • Configuration item
  • Configuration Management System

8. Service Transition Process

  • Overview and Objective
  • Transition, Planning and Support
  • Change Management and Change Model

9. Service Operations

  • Overview
  • Events
  • Alerts and Incidents
  • Service Operation Processes
  • Event Management
  • Event Management Process
  • Event Logging and Filtering
  • Manage Exceptional Events
  • Incident Management
  • Process Interfaces
  • Problem Management

10. Service Management

  • Key concepts
  • Adopt and Adapt
  • Costs and risks involved
  • Guiding Principles
  • Focus on value
  • Design for experience
  • Start where you are
  • Work holistically
  • Progress iteratively
  • Observe directly
  • Be transparent
  • Collaborate
  • Keep it simple.

11. Service management approach

  • Define Vision
  • Current situation of organisation and objective
  • Results or outcomes
  • Maintaining good work

12. Change Management in organisation

  • Define Change Management
  • Resistance sources
  • People transition
  • Management of Stakeholders
  • Managements of sponsors
  • Managing resistance
  • Reinforcement

13. Metrics and Measurements

  • CSFs and KPIs
  • Metric cascades and hierarchies
  • Categories of Metric

14. Communication

  • Introduction to communication
  • Effects of poor communication
  • Good communication and its benefits
  • Principles of communication
  • Types of communication


ITIL® Foundation and Practitioner Schedules

Course Name Duration Dates Price
ITIL® Foundation and Practitioner 5 days Virtual
ITIL® Foundation and Practitioner 5 days Virtual
ITIL® Foundation and Practitioner 5 days Virtual
ITIL® Foundation and Practitioner 5 days Virtual
ITIL® Foundation and Practitioner 5 days Virtual
ITIL® Foundation and Practitioner 5 days Virtual
ITIL® Foundation and Practitioner 5 days Virtual
ITIL® Foundation and Practitioner 5 days Virtual
ITIL® Foundation and Practitioner 5 days Virtual
ITIL® Foundation and Practitioner 5 days Virtual

Training Venues

Maven Training provides top-notch training at different venues across the world. We offer nearly 200 courses at 1000+ locations. Our learning programs are the blend of thorough understanding and application of skills.

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