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ITIL® Foundation Certification Training

Path to Become ITIL® Expert Certified

  • 16 hours of Instructor-led training
  • 16 PDUs (or 25 PDUs on completion of classroom training + 9 hrs of e-learning)
  • 180 days free e-learning on ITIL® Foundation
  • KnowledgeHut is an ATO of Peoplecert and a Certified Partner of Axelos
  • Course fee includes certification exam fee(not for LVC)
Group Discount


In these volatile markets, industries need to adopt best practices for process management, in order to ensure that they stay ahead of the competition and generate profits. The Information Technology Infrastructure Library (ITIL®) is a core set of best practices for IT service management which serve to align IT services with business needs. KnowledgeHut brings you a course on ITIL® Foundation that introduces the key elements, concepts and terminology used in the ITIL® Service Lifecycle.

What you will learn

  • The concepts, terms and terminology of ITIL®
  • ITIL® best practices and how to implement them to streamline processes for continuous improvement

  • Fundamentals of Service Management and Service Lifecycle

  • Applying practices learned to improve business decisions and optimize customer expectations

  • Get thorough preparation for ITIL® Foundation certification


There are no specific prerequisites for this course, and Axelos has not defined any specific eligibility criteria for the ITIL® Foundation exam. However, the ITIL® Foundation certification is in itself a prerequisite for other levels of ITIL® certifications.

Who should attend

  • IT professionals
  • Business managers
  • Business process owners
  • Project managers
  • Students and individuals with interest in IT Services Management


ITIL® Exam Prep

The KnowledgeHut exam plan has been meticulously planned and created by resourcing ITIL® questionnaires and exam blueprints. These will give you maximum learning benefit for clearing the exam at the very first attempt.

The KnowledgeHut Guarantee

Our USP is the quality of our training. Our instructors have created the most comprehensive curriculum for you to clear the exam. Check our 100% refund guarantee!

Certification Journey Support

Not just in learning, but you will get support in all aspects of the certification. Right from assistance with enrolling for exams to solving your doubts post workshop, we have your back!


  • The ITIL® publications
  • The benefits of ITIL®
  • The concept of “Best Practice” and sources of Best Practice
  • Definition of service and types of services
  • Definitions of service management and IT service management
  • Stakeholders
  • Processes
  • Functions 
  • The service lifecycle
  • Concept of value
  • Service management and service assets
  • Service package
  • Governance
  • Patterns of business activity and user profiles
  • Service Strategy Processes
  • Service Portfolio Management
  • Financial Management for IT Services
  • Business Relationship Management
  • Service Automation
  • Key Concepts
  • The importance of People, Processes, Products and Partners for Service Management
  • The five major aspects of Service Design
  • Service Design Package
  • Service Design Processes
  • Design Coordination
  • Service Catalogue Management
  • Service Level Management
  • Availability Management
  • Capacity Management
  • Information Security Management
  • IT Service Continuity Management
  • Supplier Management
  • Key Concepts
  • Service Transition Processes
  • Transition Planning & Support
  • Service Asset and Configuration Management
  • Change Management
  • Release and Deployment Management
  • Knowledge Management
  • Continuous alignment of IT services with business needs
  • The Deming Cycle
  • The CSI approach
  • Significance and types of metrics
  • Continual Service Improvement Processes
  • The 7 Step Improvement process

  • Service Desk
  • Technical Management
  • Application Management
  • IT Operations Management

  • Generic Roles
  • Competence, skills and training

ITIL Certification Process


ITIL® stands for information technology infrastructure library.  ITIL® encompasses a wide and complete set of tools and best practices that are best suited for developing and executing modern IT services. It comes with unbeatable benefits such as cost reduction resulting from increased competitive advantage, agility, growth, streamlining IT processes giving the positive result of increased business opportunity, improvement in the value of IT through goal alignment, IT operations and increased business strategies and last, improvement in all-around satisfaction from employee, customers to other users.

The ITIL® qualification scheme equips IT professionals with the knowledge of best practices for the efficient execution of IT services and the improvement of service delivery to businesses. Its training focuses not only on technology or processes but also on the capability of the personnel using the technology and deploying the services. The ITIL® qualifications are designed to help customers get value from IT services and ensure that organizations manage their services better in order to grow. The guidelines follow an end-to-end approach and critically assess and find optimal solutions to manage the entire service life-cycle, from requirements identification to the design and creation of the solution or service.

There are no prerequisites for attending this ITIL® Foundation course.

Axelos Ltd, the governing body of the ITIL® v3 Foundation 2011 certification defines it as the entry-level certification by which professionals can be accredited. This level offers a general awareness of the key elements, concepts, and terminology used in the ITIL® service life-cycle, including the links between life-cycle stages, the processes used and their contribution to IT service management practices while the higher levels go into greater depth for each of ITIL®’s five major modules. ITIL® V3 Foundation is the basic or the Foundation that helps with the understanding of ITIL®. It is defined around a service life-cycle approach to ensure that the IT services provide the optimal business value.

ITIL® is for anyone interested in being an IT professional or individuals who are interested in boosting their skills in Information technology. Employees can also sit for ITIL® examination to stand out from their peers and also avail of greater opportunities in job promotion and salary increase. ITIL® is for businesses interested in improving customer satisfaction, reducing the cost of service development and deployment and also providing their services with no glitch. ITIL® is for everyone, be it individuals or organizations who want a positive change in the business environment.

You will get 16 PDUs (or 25 PDUs on completion of classroom training + 9 hours of ITIL® e-learning).

PDUs are credits awarded by the Project Management Institute. They recognize your dedication to the Project Management world through the award of credits for every educational effort you make throughout your career. PDUs are offered by the PMI®, and every PMI® certification, except the CAPM®, requires you to earn a specific number of PDUs per three-year certification cycle.

ITIL® is a set of best practices for IT service management. The ITIL® best practices are currently categorized under the following modules:

  1. ITIL® Service Strategy
  2. ITIL® Service Design 
  3. ITIL® Service Transition 
  4. ITIL® Service Operation  
  5. ITIL® Continual Service Improvement

Some of the best practices include Incident management, Change management, Problem management, Service-level management, Continuity management, Configuration management, Release management, Capacity management, Financial management, Availability management, Security management, Helpdesk management, and Knowledge management.

The key ITIL® concepts are:  

  • Deliver the maximum value to customers without requiring them to own unpredicted costs & risks.
  • Deliver the maximum service value to customers.
  • Optimize the use of ‘resources’ & ‘capabilities’.
  • Services should offer the best utility and trustworthy warranty.
  • All the processes should be planned for the specific objectives. 
  • Roles should be defined clearly for the task-oriented collective efforts.

The purpose of ITIL® is to ensure all IT related services are effectively developed to meet the business objectives of organizations. The ITIL® framework details out a set of proven best practices for IT service management (ITSM), that serve to align IT services with the specific needs of the business.

ITIL® ensures stronger alignment between business needs and the IT infrastructure and services, resulting in improvements in service delivery, customer satisfaction, greater profitability, optimal resource utilization, better management of risks and lesser incidence of problems.

Axelos has been the owner of ITIL® since July 2013. Axelos is a joint venture between the UK Cabinet Office and Capita, and it has been charged with various responsibilities related to ITIL® courses, exams, and certification. All interested firms that wish to use the intellectual property of ITIL® are licensed by Axelos. It has partnered with many companies to carry out delivery of training related to ITIL® and other professional exams. The materials used as courseware by these accredited training providers must be certified by Axelos before being shared with candidates.

Businesses who have adopted ITIL® can vouch for its numerous benefits. Some of them include improved customer satisfaction, better communication flow, reduction in external and internal cost, business productivity and competent IT staff. ITIL®, in short, helps businesses provide quality services. It also helps them manage business risks by preventing and resolving service disruption. 

ITIL® has helped organizations improve the relationship they have with their clients.  It brings your business alive because it ensures the software and hardware systems are all working in sync to enhance overall efficiency and productivity. ITIL® is a framework that makes business activities easier, effective and efficient.

ITIL® methodology helps to achieve organizational goals and objectives by outlining roles, processes and responsibilities within the ITIL® framework that guarantee successful delivery of quality and acceptable IT services to customers. By implementing this methodology, suitable processes are developed to utilize, manage and support IT infrastructure.

The ITIL® methodology is split into two process areas: Service delivery which aims to improve an organization’s current services while proactively managing capacity for future service needs and Support services which deals with daily business activities using tools, Incident and Configuration management.

The fourth version of ITIL®, the latest version of the world’s most popular ITSM framework, is scheduled to be released in the first quarter of 2019.

ITIL® V3 lays out best practice guidelines for IT Service Management in a company, through a Lifecycle approach. The ITIL® service life-cycle is split into 5 stages: service strategy, service design, service transition, service operation, and continual service improvement. 

  1. Service strategy basically develops a strategy that will fulfill business needs in an optimal manner.  
  2. Service design makes sure that new services are developed to meet user’s expectations. 
  3. Service transition involves designing, testing, and production of the service. 
  4. Service operation ensures the delivery of the service and also resolving service disruption. 
  5. Continual service improvement improves the effectiveness and efficiency of the service.

The ITIL® processes within IT Service Management (ITSM) ensure that IT Services are provided in a focused manner that enables organizations and individuals to deliver cost-effective IT Service Management aligned with the business vision, strategy and growth. With the help of the processes, IT Services are clearly defined, success can be measured with regards to the service provision, and targeted improvement measures can be introduced where necessary. There are many ITIL® processes that are grouped under each of the following five modules:

  1. Service Strategy  
  2. Service Design  
  3. Service Transition  
  4. Service Operation 
  5. Continual Service Improvement

The function of the ITIL® process is to channel certain inputs into defined and discrete outputs within the ITIL® framework. This process is the key to running efficient IT Service Management by IT professionals within the ITIL® framework. Each ITIL® process has a set of tools, activities, and stages that are uniquely designed as inputs to deliver necessary outcomes known as the outputs. The ITIL® process is designed as a package of sequential events that are measurable with a specified outcome which will deliver specific results to users, customers, and other relevant stakeholders.

ITIL® is a broad framework that offers best practices for various services that are used in IT service management. There are 9 guiding principles:

  1. Focus on value
  2. Design for experience
  3. Start where you are
  4. Work holistically
  5. Progress iteratively
  6. Observe directly
  7. Be transparent
  8. Collaborate
  9. Keep it simple

ITSM processes are the elements of ITIL® that supports its major concepts and describes the way the IT service management should go. A process is a sequence of work steps, tasks or activities with a beginning, an end and defined inputs and outputs. It produces a product, completes a task, renders a service or achieves a specific outcome. It also adds value to the inputs by changing them or using them to produce something new. The ITSM processes are contained under five modules: 

  1. Service Strategy  
  2. Service Design 
  3. Service Transition  
  4. Service Operation 
  5. Continual Service Improvement

The ITIL® is an acronym for Information Technology Infrastructure Library. ITIL® service management is concerned with aligning the IT needs of the business with the activities and services offered by the business. ITIL® service management is responsible for managing the quality and effectiveness of all services rendered by the organization. ITIL® service management is carried out by the service provider through personnel, processes, and technology to achieve the desired business goals.

Yes, ITIL® is a framework. The framework is a model that lays out the best practices in the delivery of IT service management, that are aligned to successfully achieving the business goals of an organization. It is termed a framework because it serves as a support to the organization throughout the operational life of the business.

ITIL® Expert

There are two channels for becoming an ITIL® Expert. The Life Cycle modules route covers the following certifications:

  1. ITIL® Foundation
  2. ITIL® Service Operation (SO)
  3. ITIL® Service Strategy (SS)
  4. ITIL® Intermediate Service Design (SD)
  5. ITIL® Service Transition (ST)
  6. ITIL® Continual Service Improvement (CSI)

The Capability modules route covers the following certifications:

  1. ITIL® Release Control & Validation(RCV)
  2. ITIL® Planning Protection and Optimization (PPO)
  3. ITIL® Practitioner
  4. ITIL® Intermediate MALC Manage Across Lifecycle
  5. ITIL® Capability Expert

A total of 22 credits are required to be eligible for ITIL® Expert level. A mix of modules from Life Cycle and Capability channels is allowed provided there is no overlap of syllabus units.

An ITIL® Lifecycle Expert is responsible for the following and many more:

  1. Computing current ITIL® environment and existing Implementation Plans to identify areas for improvement 
  2. Setting up leadership and ITIL® experiences to simplify and improve the current processes based on industry best practices 
  3. Performing  gap analysis and providing recommendations 
  4. Liaising with stakeholders to communicate ITSM vision and benefits 
  5. Identifying and mitigating risks associated with  processes 
  6. Providing ITIL® best practice service management consulting at a strategic design, and operational level 
  7. Helping with organization’s transformational efforts.

ITIL® V3 2011 Foundation Certification

The ITIL® certification is a systematic series of certifications through various levels, that provides a module pattern to the ITIL® framework. This is comprised of a series of qualifications focused on the various aspects of ITIL® practices to various degrees of depth and detail. It is beneficial to people interested in IT management. With this certification:

  1. A better understanding of how to enhance IT services within an organization is achieved 
  2. Students will acquire a basic understanding of the ITIL® framework 
  3. It can help people working in an organization that has adapted to the ITIL® and need to be more informed about IT service management.

ITIL® Foundation certification is an entry-level qualification that gives you a general overview or knowledge about the key principles, element, and terminologies used in the ITIL® service life-cycle management. This includes service management services and service life-cycle stages. It is a course that is designed for anyone interested in being an IT professional.

The Foundation certification is a requirement on its own for acquiring other levels of ITIL® certifications. ITIL® provides you with a very wide platform for planning, identifying and delivering IT services to businesses across every sector. 

ITIL® today translates to big opportunities. Organizations realize that implementing ITIL® techniques can help improve efficiencies by streamlining processes and facilitating communications between team members and stakeholders. This ensures maximum utilization of resources for project improvement.

Organizations are therefore on the lookout for ITIL® qualified professionals and this in turn has increased the earning potential of such individuals by 17%, according to 

An ITIL® v3 Foundation certification is the entry-level certification course that gives a clear understanding to IT professionals of the general concepts and frequently used terms in the ITIL® framework, processes, and its associated life-cycle stages.

The certification is an important requirement for persons or professionals who need to know the rudiments of the ITIL® framework and processes, as well as for those looking to improve the quality of IT service management in their organizations. The current ITIL® V3 Foundation version was upgraded from the previous versions in 2011 and is also referred to as the ITIL® 2011.

The ITIL® framework is comprised of a series of qualifications focused on different aspects of ITIL® best practices to various degrees of depth and detail. By completing each level of certification, credits are awarded which are needed to take you to the next qualification level. 

The five different certification levels within the scheme are

  1. Foundation level - The entry level of qualification 
  2. Practitioner level - It provides the ability to adopt and adapt in ITIL® organizations 
  3. Intermediate level - This level offers a module pattern providing a different focus on IT service management. 
  4. Expert level - This is targeted at candidates who are interested in acquiring enhanced knowledge of the ITIL® scheme.
  5. Masters level - The final stage is the Masters level. Here you get to prove all you have learned in the previous stages. You must attempt and pass a qualifying exam for each level in order to achieve the certification.

There is no fixed cost of the ITIL® certification. However, to determine the certification cost, two major components will have to be combined. The ITIL® exam cost and The ITIL® training cost. Other costs that are also included in the certification cost are the ITIL® study guide and the ITIL® practice tests. The ITIL® Certification cost depends on some other factors and these would cause a variation in price, such as the mode of the exam to be taken and the country of residence.

The ITIL® certification can benefit anyone who is interested in IT service management. It should - be acquired for the following reasons:

  1. The certification will enable one to have a sound understanding of the ITIL® framework. 
  2. It would assist those who have already adopted the ITIL® style to improve their skill set in contributing to ongoing service improvement within the organization. 
  3. It will help IT professionals enhance IT service management within the organization. 
  4. It can help in acquiring the right skill set and qualifications needed for a chosen ITSM career.

The certification is used to achieve quite a number of goals in the industry. Some of the benefits are:

  • The ITIL® certification increases the value of the professional in the labor market. 
  • It provides the platform to stand apart from the multitude of uncertified IT professionals in the industry.
  • It is a medium for learning how to properly utilize ITIL® tools and their techniques, improve efficiency and effectiveness at the workplace, and get recognized for your expertise by your peers both inside and outside the organization.

ITIL® is the only consistent and comprehensive documentation of best practices for IT Service Management. The ITIL® certificate is a qualification that equips you with the capability to implement a professionally valued approach to best practice methodology in ITSM.

It helps to identify and concentrate on the highest value activities to help organizations achieve profitability through process efficiency.

It is used to show compliance and to measure improvement. It has been adopted by hundreds of organizations around the world. The certificate validates the entire guidance contained within the ITIL® books and the supporting professional qualification scheme.

To be ITIL® certified means an IT professional has passed the ITIL® examinations and has in-depth knowledge of Information Technology framework and processes. This means that customers can be better understood and served while increasing organizational productivity and improving resource management through cost-effective means.

ITIL® certified professionals are also trained to be adept at managing risks without exposing the organization to internal and external threats. Knowledge gained from the certification also helps to ensure the alignment between information technology and other departments within an organization; while reducing or eliminating service disruptions and failures.

EXIN is a renowned exam- and certification institute that has certified millions of professionals in digital skills for tomorrow’s world. EXIN certifications assess and validate the competencies of professionals and organizations in different industry sectors across the world, and are in high demand.

Popular EXIN programs include VeriSM™, Agile Scrum, DevOps, SIAM™, Information Security Management, Data Protection (based on GDPR), Cybersecurity, Data Center Management and Cloud Computing and e-CF® NEXT, among others.

ITIL® v3

ITIL® v3 is known as the Information Technology Infrastructure Library Version 3. This version, created in 2007, breaks down into details, what an IT service provider must do to effectively run and manage an IT system.

It comprises a number of known processes for the efficient running and improvement of IT services. It also equips IT organizations and professionals with the skills needed to deliver optimal services that meet the needs and objectives of the business. The updates in the ITIL® make IT service management better aligned with the organizational business needs through its processes and procedures.

The ITIL® Version 3 was first released in 2007 following two previous versions starting from 1989 to 2006. It was updated to 26 processes and functions and was commonly referred to as the ITIL® 2007 Edition.

The ITIL® v3 was updated in July 2011 and was divided into 5 stages which include Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement. These 5 stages or modules form the core guidance encapsulated in the ITIL® framework for IT service managers globally.

The ITIL® v3 framework is the updated version of the previous ITIL® guidelines, which were formulated to resolve errors and inconsistencies. It is a widely accepted set of guidelines and practices for IT service management and is described as the best practice framework for identifying, planning, executing, managing and improving IT services. This framework has been found to strategically improve organizational processes and personnel; while making sure that in the event of any threats to the business or vulnerabilities, the organization can mitigate those threats, maximize the opportunities and stay ahead of the curve.

ITIL® V3 2011 Foundation Exam

ITIL® Foundation Exam is an entry-level certification for embarking on a career in Information Technology Service Management (ITSM). Clearing the ITIL® Foundation Exam will equip one with the right tools to implement all the processes essential for an organization to comply with the ITIL® framework, which describes the most suitable way of performing processes within the IT cycle.

The exam is based on the implementation of the ITIL® V3 Foundation level curriculum.  By the AXELOS standard, the ITIL® Foundation exam usually takes this format:

  1. Multiple choice examination questions 
  2. 40 questions 
  3. 26 marks required to pass (out of 40 available) - 65%  
  4. 60 minutes duration 
  5. Closed book

ITIL® Foundation exam is an entry-level certification exam for IT personnel who are interested in boosting their skills in Information Technology. ITIL® Foundation exam fee varies for different countries. In the United States, the exam fee is $314, it cost £269.00 in the United Kingdom, $314.00 in Canada and AU $395 in Australia. You can get more information about the exam fee from your accredited training course provider in the country you intend to take the certification exam. 

The examination voucher can only be bought directly from PeopleCert’s website or through an accredited course provider.

In order to become an ITIL® Foundation certified professional, one has to appear for the one hour online ITIL® Foundation certification examination that is held on the last day of the training. 

The exam itself is a one-hour online examination comprising of 40 questions. You have to score 26 marks (65%) to attain the certification. You will be awarded 2 credits for the same. 

The exam comprises 40 single answer multiple choice questions that vary in style. Here are examples of some different styles of questions:

  1. Single statement negative question e.g. which of these is NOT a concept in availability management 
  2. Single statement positive questions e.g. which of these is a function?  
  3. Single statement comparative questions e.g. Which of these is the best definition of a process 
  4. Multiple statement questions e.g. Which of these is a process as defined by ITIL®. (WITH 2 CORRECT ANSWERS) and other options.

In the ITIL® v3 2011 Foundation exam, there are a total of 40 multiple-choice questions that must be attempted within a duration of 1 hour. These questions are based on the ITIL® framework and life-cycle concepts and are a test of a student’s ability to understand them. The pass mark in percentage is 65% so a student must answer 26 questions correctly.

The ITIL® v3 Foundation exams are both computer and paper-based and can be taken at any of the Accredited Training Organizations (ATOs) of Axelos, who are the ITIL® course and examination administrators.

This is a closed book exam, and electronic devices are not allowed.

The ITIL® v3 Foundation exam is for those who want to learn the key elements, concepts, and terminologies in ITIL® service management. It is an entry level qualification which offers you a general knowledge of ITIL® service management. The duration of the exam takes just 60 minutes and has 40 questions which consist of multiple-choice questions. You will be required to score 65% or more to pass this exam. This implies that you need to answer a minimum of 26 questions correctly from 40 questions.

The Foundation exam covers Continuous Service Improvement, Service Strategy, Service Design, Service Transition, and Service Operation.

The pass mark for ITIL® v3 Foundation 2011 is 65%. Out of 40 questions, candidates are expected to answer 26 questions correctly to get the required pass mark and be awarded the Foundation certification. It is easier to work towards this requirement compared to other higher levels, and with some sincere effort, most candidates can clear this level. Considering its low pass mark, a lot of IT personnel can move on to the Practitioner level in no time.

PeopleCert is a recognized world leader in the professional skill certification industry. It has also partnered with other organizations and government bodies to develop and oversee the delivery of certification exams in domains that are industry relevant and sought after.

Countless numbers of exams are delivered to different categories of people worldwide using different languages and unbeatable assessment technology tools. With the use of proctors, individuals can now write their professional exams online using exam shield and through invigilation via the internet.

Peoplecert oversees the content and delivery of several certification programs on behalf of Axelos and other similar organizations. It is now the only recognized institute that delivers Axelos examinations globally.

ITIL® v3 & ITIL® v3 2011

According to the official ITIL® Update, “ITIL® 2011 is an update of the previous version and not a new version”. Actually, new concepts have not been added, the aim of the update is to “deal with errors in the text and diagrams in the whole system”. Apart from these bigger changes, many clarifications and enhancements were introduced throughout all parts of the books on a smaller scale.

The update also considers feedback from the user and training community. ITIL® 2011 has introduced a new set of strategic processes, including Strategy Management for IT Services and Business Relationship Management. These fall under the Service Strategy Module.

No, they are not the same thing. ITIL® v3 is no longer being offered because it is regarded as being outdated. However, 2011 is not a newer version but an update. In ITIL® certification, updating a version does not affect the validity of an existing certificate. It can still be used to secure high-paying jobs in the IT world because it is in high demand. Regarding the ITIL® 2011 update, the reason it is not a new version is that no new concept or idea was added to it but the update was aimed at resolving some identified errors and irregularities found across all library texts and diagrams.

ITIL® v3 and ITIL® 2011 are both versions of ITIL®. ITIL® v3 is the 3rd version of ITIL® and isn’t offered anymore rather it has been updated to ITIL® 2011 which includes more examples and practical guidelines.

Ideally, the ITIL® v3 and ITIL® 2011 are the same because they both have five life-cycle publications with only a few changes in the various parts on the publications. The few changes include the introduction of strategy management for IT services, changes made to service design, redesigning service level management, changes to service transition, changes to service operation and changes to continual service improvement.

The ITIL® v3 is the 3rd version of ITIL® which was launched in 2007 and it is no longer being offered, though it serves as the foundation of the ITIL® 2011. The current iteration ITIL® 2011 was launched in July 2011 as an update of v3, which was done in order to resolve mistakes and inconsistencies found across all library texts and diagrams.

ITIL® Training

ITIL® training can be administered in the classroom, virtual classroom or e-learning modes. It will help you to understand the terminologies, concepts, and principles of ITIL® in order to pass the exam with ease.

The ITIL® training is recommended to be completed before sitting for the exam. It exposes you to real-life examples and case studies associated with ITIL® service life-cycle management. The training is structured in such a way that will make you pass the exam at the first attempt and also enable you to align IT services with your business needs.

According to a report in CRN, ITIL® is one of the top 15 High Paying certifications of 2015. This reflects its growing popularity among organizations who want professionals to enhance their profit margins by implementing the techniques of ITIL®. The ITIL® Foundation Certification is also a stepping stone for certifications such as Intermediate and Expert, which can help further enhance the IT service management of organizations.

ITIL® Framework

The Information Technology Infrastructure Library (ITIL®) framework is the set of industry best practices and guidelines that describe the most effective way of implementing processes across the IT system. The ITIL® processes which are 5 in number, are structured as activities that fulfill a particular objective and add value within the ITIL® framework.

The ITIL® framework is globally recognized as a methodology that works in IT service management and beyond, as it aims to align IT services with the current and future needs of the organization, its business processes and customers.

ITIL® Service Lifecycle

The entire framework of ITIL® is divided into five broad stages/components:

  1. Service Strategy
  2. Service Design
  3. Service Transition
  4. Service Operation
  5. Continual Service Improvement

In a nutshell, Service strategy basically develops a strategy that will fulfill business needs in an optimal manner. Service Design, as the name implies, designs innovative and tailored IT services that suit the business requirements for current and future purposes. Once the design is created, the stage of Service Transition is reached during which the suggested design solution is evaluated, developed and tested. Once it is found to work, it is implemented as a changed service.

The next stage, that of the Service Lifecycle, takes care of the execution of daily operations in the best possible manner, with reduced cost and increased quality. Continual service improvement revisits and reshapes all IT services and processes in line with evolving business needs, to render continuous improvements.

The ITIL® Service Strategy is one of the five distinct stages/phases in the ITIL® service lifecycle and outlines the plans, designs, and strategies that a service provider needs to adopt to meet the specific needs of any business or organization. By adopting the Service Strategy process, organizations are more market-driven and deliver services and products that businesses need in order to improve their profitability.

The ITIL® Service Strategy has 5 distinct processes: Service portfolio management, Financial management for IT services, Demand management, Business relationship management and Strategy management for IT services.

The service operation is an activity carried out to make sure there are no problems or incidents during the provision of services. Service operation involves processes which include incident management; this happens when the user contacts the help desk when service disruption occurs. Another process is request fulfillment which involves the service desk fulfilling the request of the user. Service operation also deals with any incidents created by applications, operating systems and monitoring tools. Service operation works with access management to ensure that there is enforcement of the information security policy.

The objective of the service operation stage in ITIL® is to ensure that IT services are delivered efficiently and effectively within the ITIL® service life-cycle. The main goal of this stage is to lower and if possible, end operational redundancies and service interruptions. Ensuring service operation is carried out smoothly helps to execute SLAs(Service Level Agreements) as smoothly as possible. This stage is important in the ITIL® framework and includes steps like Incident Management, Event Management, Request Fulfillment Management, and Problem Management, to name a few.

 ITIL® service delivery includes the ways and means in which IT services are delivered within a company and is designed to suit the needs of the company based on budgets, people, processes, and outcomes. These services include service level management, capacity management, contingency planning, availability management, and IT financial management, among many others. The services are created, improved on and executed using the ITIL® framework which lays out the best practices and guidelines to achieve the intended goals of the company.

ITIL® focuses on three types of SLA structures:

  1. Service-based SLA- This covers one service for all customers. For instance, the IT service provider provides customer query service for several customers. In a service-based service level agreement, the service level of the customer query service will be similar to that of all the other customers that will use this service. 
  2. Customer-based SLA- A customer-based SLA is an agreement with one customer, and covers all the services used by this same customer. 
  3. Multi-level SLA- This SLA focuses on the organization of the customer. Here all services and their interrelationships with subsidiary services are put into consideration.

An SLA is an acronym for Service Level Agreement. This is a formal document that defines a working relationship between parties for a service contract.  The third version of ITIL® defines an SLA as “An Agreement between an IT Service Provider and a Customer. The Service Level Management in ITIL® serves many purposes, including to:

  1. Identify business requirements by working with business units 
  2. Create a range of services, hours of operation, and service performance 
  3. Interpret business requirements into IT requirements 
  4. Develop and maintain a service record, including costs for different levels of service performance 
  5. Perform gap study between business requirements and services.

IT Service Management

Service management is defined as all the activities, functions and processes that are carried out by an organization to plan, design, deliver, operate and control services rendered to customers. They are a series of specialized organizational capabilities and expertise for enhancing value to customers in the form of service. Service management focuses on customers’ needs and provision of services that can satisfy their need. It is a system that links the company’s sales to the client. It focuses on a client and a service and its aim is to reduce cost and maintain a smaller inventory level.

IT Infrastructure Library (ITIL®) is a framework of best practices for building an IT Service Management (ITSM) solution. The IT infrastructure of any organization can be made more efficient while lowering service management costs if the recommended ITIL® processes are followed. ITIL® is a set of guidelines for effective ITSM. While IT Systems Management is technology-focused, ITSM is more customer-focused with the aim of continual improvement. ITSM defines the “what” should be done, while ITIL® defines the “how” it should be done.

The service management system is the way an organization has decided to provide its services. The service management system is designed to bring together all aspect of a service-oriented organization in terms of planning, service delivery, documentation, technology, customers and their location, location of services and policies and strategies. It is used to manage business services on a consistent and professional basis. SMS enables companies to manage the services they provide to their customers which includes order management, routine operations, stock taking and more. It improves services and also creates a consistent framework for service management automation and resource training.

A service manager states the services to be rendered and also makes sure that the services rendered meet the company’s needs and are rendered in accordance with the requirement of the business. The service manager identifies the service team and also sets up activities and meetings. He or she will lead the team through the service life-cycle and also ensure adequate communication between client representatives, service delivery and support personnel, and ITS management. The service manager will work with the service team to ensure external service providers are managed properly, and tasks are assigned to technicians based on skills and availability.

Also known as ITSM suites, ITSM tools help to regulate and manage how IT services are delivered within companies. The capabilities of these suites to enable easy linking between incident, service request, problem and change records with each other can be a great advantage. ITSM tools are also popularly known as ITIL® tools. There are over 100 tools that are proclaimed ITSM or ITIL® tools. Some examples of ITSM tools are:

  1. Service Now IT Service 
  2. Management Fresh service 
  3. Go To Assist 
  4. Samanage 
  5. InvGate Service Desk

ITIL® Functions

There are 4 functions in ITIL. These are service desk, technical management, IT operations management, and application management. These four components play significant roles in the function of service operation. 

  1. The service desk—also called by other names such as the help desk —helps in the organization of the entire operation from start to finish and maintains the continuity of the lifecycle process.
  2. All the people that work together as professionals in the organization and maintenance of various IT infrastructure are called the technical management team. Apart from planning and implementing various strategies, this team must have the needed skills and also be trained and updated where necessary.
  3. It is the function of IT management to ensure necessary system backups as well as restore data.
  4. Application management ensures that suitable software is developed and implemented to match each business requirement.

In the ITIL® vocabulary, a function is defined as a group of people and the resources they use to carry out one or more clearly defined processes or activities. An example of a function is the service desk. Functions have the capabilities and resources necessary for optimal performance and results. Through previous experience, they build the necessary capabilities and skills to carry out the required activity to their best possible capability.

An ITIL® Function is an organizational entity, characterized by a special area of knowledge or experience. A function is a team of people and the resources they used to carry out one or more processes such as facilities management. Functions can also be defined as closed units with the right abilities and resources necessary for achieving the desired performance and results. Functions have means of acquiring their own body of knowledge, backed up by experience. They also provide the optimal structure and stability to the organizations.

Several functions may have a part to play in a process. ITIL® 'Processes', are clusters of activities which produce a defined outcome, such as the ITIL® Incident Management process.

ITIL® Processes

Service operations management is a stage in the ITIL® process which is responsible for fixing problems, resolving service issues, fulfilling user requests and also performing routine operational activities. It is a central organizational function responsible for identifying the service needs of the target customers and ensures that services are constantly improved.

The service operations management ensures that IT services are rendered efficiently and effectively to customers. It is concerned with quality, cost, effectiveness, and efficiency. The aim of service operations management is to increase efficiency in the provision of services that meet customer needs.

The main objective of the incident management process in ITIL® is to restore a normal service operation immediately to reduce its effect on business operation ensuring that the best level of quality service is available and maintained.

When there is a reduction or interruption in the quality of IT services, the incident management process quickly restores the IT services to users. It increases and aligns the activities of incident management with those of the organization. It maintains customer satisfaction with the quality IT services and also increases the visibility and communication of incidents to companies and IT support staff.

Problem management is a component of the ITIL® service management life-cycle. Its primary objective is to prevent problems from happening and also to reduce the effect of negative incidents that cannot be prevented. Problem management is responsible for detecting a problem which is referred to as ‘known error’. It logs the incident in the problem database and then it identifies ways to resolve such a problem. It handles root incidents and removes the cause of failed services. When incidents cannot be resolved, the problem management works with the help desk to reduce preventable incidents, improving the provision of quality services.

Incident management is aimed at restoring the actual service operation as quickly as possible to minimize the adverse effect on business operations, ensuring that the best levels of service quality and availability are delivered. Problem management is aimed at resolving the root cause of incidents to minimize the adverse impact, number, and severity of incidents caused by errors within the IT system and to prevent the recurrence of these errors. It also mitigates the effects of problems on the business and collates the details of the problem and their resolution, recording the details for the help desk.

A major incident can be defined as an event which has a significant impact or urgency on the organization and which demands an immediate response beyond the routine incident management process. For example, a failed configuration that affects the systems in a major way is termed an incident.

The incident manager is responsible for improving productivity across the entire life-cycle of IT tickets and also reducing outages. The incident manager ensures that normal services are restored immediately. They are in charge of identifying, scheduling and conducting periodic incident reviews. They establish an effective communication with the incident process officer and also they also serve as the focal point for all major incidents. Incident manager ensures that there is a stable improvement in activities, performance, policies, procedures and a proper review of supporting technology.

ITIL® describes a problem as the root cause of one or multiple incidents. Problems can be moved up in response to one or more incidents, or they can be raised without the existence of an equivalent incident. Problems cause incidents. Some incidents, such as a faulty mouse at a user’s computer unit, are not pinpointing a deeper problem. Other incidents, such as repeated network failure, create a problem that needs research due to their level of occurrence.

Problems include issues such as failing hardware or a poorly configured catalog query. However, Problem management decreases the occurrence of such incidents in the long term. When problems cannot be resolved, problem management works alongside the service desk to try to alleviate the impact of the related incidents.

The Ultimate goal of Change Management is to make certain IT and the business can be aligned and can be kept associated with most favorable competence and minimal disruption, re-work, and risk through the consistent and effective management of the changes needed to maintain an alliance. Also, the intention of the change management process is to ensure that all changes are managed through the standard procedures that ensure changes are effected on time, meet the specified requirements and are appropriately documented in the Configuration Management System. It also strives to ensure that all changes are recorded and then evaluated, prioritized, planned, implemented and reviewed adequately.

ITIL® Event Management is a process included in the ITIL® Service Operation stage that monitors all events that occur through an organization’s IT infrastructure. It ensures that operations are carried out in a normal mode, detects faulty conditions and analyses and controls them.  Activities within ITIL® event management include event detection, event analysis, and control determination. Its output is necessary for quality control and assurance, and service improvement.

Capacity management serves to help organizations match their IT resources to business demands, and satisfy the demand for the services by providing sufficient capacity. Capacity management is focused on three sub-processes:

  1. Business Capacity Management
  2. Service Capacity Management
  3. Component Capacity Management

The aim of service level management is to liaise with the customers concerning service level agreements and also design services according to the agreed service level targets. The service level management is one of the five components in ITIL® which is responsible for creating a framework in which service level agreements and operational level agreements are developed in accordance with the service level target. 

The service level management partners with business units to identify their requirements and then translates them into IT requirements. Their aim is to develop, implement and then measure service level agreement performance.

Service level management is about discussing, negotiating and agreeing with the customer on what IT services should be provided and ensuring that the objective measures are used to determine that the service that has been provided is to the agreed level. It involves determining, bargaining, documenting and agreeing on what new services are provided. Also, its purpose is to manage and review them through the service life-cycle into SLAs for operational services. It also includes monitoring and measuring service performance of all operational services against targets within SLAs and collating, measuring and improving customer satisfaction, in cooperation with business relationship management.

A service portfolio symbolizes the full set of services offered by a service provider, and it is presented in the form of a structured document or database that acts as a tool for service enhancement. There are three distinct elements of a service portfolio:

  1. A pipeline- The Service Pipeline holds details of all services that are not yet ready for transition into production. 
  2. A catalogue- The Service Catalog contains information about IT services that are in production. 
  3. A set of retired services- These are the services that are no longer actively available for use, though they may continue to contain old users.


IT Operations

Operations in Information Technology is a framework responsible for the operation of a company’s applications. It manages all operations related to IT services and infrastructure. It manages all networking functions which relates to internal and external communications.

Operations in Information Technology refer to processes and services provided by a company’s IT department which includes support for software and hardware and administrative processes for both internal and external customers. Operations in IT determine how businesses manage their IT support, help desk, device management, and network administration. It is used to maintain reliability and stable provision of quality services.

The role of IT operations is to conduct proper running of the infrastructure and operational environment that support application deployment to internal and external customers. It handles all networking functions, including managing and configuring all internal and external communication lines so that customers, vendors, employees and any interested bodies can gain access to applications. It opens and closes ports on the firewall so that the network communicates with outside sources. It provides server management, the configuration of email and file server and also the capability to run backups consistently to ensure data can be recovered.

An IT operations engineer is a professional with excellent knowledge about troubleshooting complex cloud on-premise deployments. The IT operations engineer must have high technical, analytical, written and verbal skills and must be able to manage difficult problems across technical teams. He is responsible for efficiently designing and developing extensible automated and integrated tools to monitor and scale infrastructure operations. He manages critical problems and incidents and also identifies and resolves faults. An IT operations engineer is responsible for all the company’s infrastructure operations such as storage, server, and staff computers. They create preventive maintenance of hardware and operating system.

Finance Related

No, your course fee includes the certification exam fee (does not apply for LVC).

Once you clear the examination, you will receive a Foundation Level Certification from AXELOS.

Any registration cancelled within 48 hours of the initial registration will be refunded in FULL (please note that all cancellations will incur a 5% deduction in the refunded amount due to transactional costs applicable while refunding) Refunds will be processed within 30 days of receipt of written request for refund. Kindly go through our Refund Policy for more details:

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