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  • 9 hours of high-quality e-learning content
  • 7 real world examples
  • 27 end of chapter quizzes
  • Question bank of 40 questions
  • 1 simulation exam
  • Course completion certificate

Course description

  • What are the course objectives?

    Simplilearn’s ITIL Basics course helps you acquire a general awareness of the key elements, concepts and terminology used in the ITIL Lifecycle, including the links between lifecycle stages, the processes used and their contribution to service management practices. If you are interested in gaining basic knowledge about the concepts, core principles and practices of IT Service Management and you want to earn further ITIL qualifications, this course will be invaluable.

  • Why is this certification so desirable?

    ITIL qualifications set international benchmarks of quality for IT professionals all over the world. Professionals taking ITIL training are encouraged to come up with new ideas and approaches to improve customer satisfaction. They learn to contribute effectively to service delivery in the organization. The value of ITIL has increased sharply in recent years and an ITIL certification is fast becoming an entry requirement for a majority of IT-based roles.

    Indeed.com has found that the average salary of an ITIL certified professional is $95,000. According to knowledgewoods.com, many companies, such as Dell, NIIT, Fujitsu, TCS, Wipro, Tech Mahindra, CSC, Accenture, Genpact, Citibank, HCL, IBM, Deutsche Bank, Reliance, Ericsson, Fidelity Investment Services, GE Capital, Goldman Sachs, HSBC, JP Morgan, KPMG and Mercedes-Benz, preferITIL certified IT Service Delivery and Support staff.

    Currently in its third version, ITIL is the world’s most widely-used IT service management framework and is based on global best practices in IT service management. ITIL enables organizations to:
    • Increase productivity and optimize costs
    • Improve the customer experience
    • Find a common language for service management
    • Gain a competitive edge and build customer trust in the organization

  • What skills will you learn?

    At the end of Simplilearn’s ITIL Basics: Beginners Guide to ITIL training, you will be able to:
    • Explain the practice of IT Service Management
    • Describe all phases of ITIL Service Lifecycle
    • Define generic concepts in ITIL  2011
    • Discuss the processes and functions in ITIL  2011

  • Who should take this course?

    Operations managers, service delivery professionals, quality analysts and production support engineers will find the course ideal. However, the ITIL Basics course is beneficial for anyone who is new to the industry and requires a basic understanding of the ITIL framework.

Course preview

    • 0.1 - Overview of ITIL 2011 07:06
      • 1 Overview of ITIL 201100:17
      • 2 Course Objectives00:30
      • 3 ITIL - Introduction01:28
      • 4 Overview of ITIL01:15
      • 5 Course Agenda00:38
      • 6 ITIL 2011 Qualification Scheme02:46
      • 7 Conclusion00:12
    • 1.1 - Introduction to service management 19:30
      • 1 Introduction to Service Management Lifecycle00:26
      • 2 Principles of IT Service Management00:13
      • 3 Objectives00:24
      • 4 IT Service Management - Best Practices00:59
      • 5 Public and Proprietary Practices01:24
      • 6 Service - Introduction01:20
      • 7 Challenges in Service Management01:00
      • 8 Benefits of IT Service Management00:26
      • 9 Stakeholders in Service Management01:22
      • 10 Internal and External Customers00:58
      • 11 Internal and External Services00:43
      • 12 Process and its Characteristics00:49
      • 13 Functions Related to Service Management00:24
      • 14 Function Related to Service Management (contd.)01:50
      • 15 Roles in Service Management01:14
      • 16 Service Owner - Responsibilities00:25
      • 17 Process Owner - Responsibilities01:25
      • 18 RACI Model01:01
      • 19 RACI Model (contd.)00:26
      • 20 Types of Service Providers01:27
      • 21 Supplier and Contracts00:35
      • 22 Summary00:39
    • 1.2 - Service management lifecycle 03:35
      • 1 Lesson 2 - The Service Lifecycle00:10
      • 2 Objective00:14
      • 3 Service Management Lifecycle Components02:30
      • 4 Summary00:41
    • 1.3 - Quiz 00:12
      • 1 Quiz      
      • 2 Thank you 00:12
    • 2.1 - Introduction to Service Strategy 05:21
      • 1 Introduction to Service Strategy00:20
      • 2 Lesson 1-Introduction to Service Strategy00:16
      • 3 Objectives 00:19
      • 4 Service Strategy-Overview02:07
      • 5 Types of Services01:09
      • 6 Types of Services-Example00:34
      • 7 Service Strategy-Customers and Users00:16
      • 8 Summary00:20
    • 2.2 - Service Strategy Concepts 13:14
      • 1 Service Strategy Concepts00:14
      • 2 Objectives  00:20
      • 3 Service Utility and Warranty01:35
      • 4 Service Utility and Warranty (contd.)01:23
      • 5 Service Assets00:59
      • 6 Service Assets - Examples00:10
      • 7 Value Creation00:57
      • 8 Factors Influencing Customer Perception of Value00:21
      • 9 Business Outcomes01:26
      • 10 Service Packages00:38
      • 11 Business Case and Its Uses00:49
      • 12 Risk01:11
      • 13 Service Management Technology and Automation00:40
      • 14 Automation Benefits00:44
      • 15 Service Management Tools01:13
      • 16 Summary00:34
    • 2.3 - Service Strategy Processes 14:37
      • 1 Lesson 3 - Service Strategy Processes00:08
      • 2 Objectives   00:26
      • 3 Demand Management - Overview01:18
      • 4 Patterns of Business Activity and User Profile00:36
      • 5 Service Portfolio Management - Overview02:02
      • 6 Service Portfolio - Components02:13
      • 7 Financial Management - Overview02:03
      • 8 Financial Management - Activities01:04
      • 9 Financial Management - Benefits00:39
      • 10 Business Relationship Management - Overview02:04
      • 11 BRM - External and Internal Service Providers00:53
      • 12 Business Relationship Manager - Responsibilities00:33
      • 13 Summary00:38
    • 2.4 - Quiz 00:12
      • 1 Quiz     
      • 2 Thank You  00:12
    • 3.1 - Introduction to service design 04:32
      • 1 Service Design00:24
      • 2 Introduction to Service Design00:10
      • 3 Objectives    00:16
      • 4 Service Design Overview01:51
      • 5 Roles in Service Design Phase Process Manager00:46
      • 6 Roles in Service Design Phase Process Practitioner00:26
      • 7 Summary00:39
    • 3.2 - Key concepts in service design 03:06
      • 1 Key Concepts in Service Design00:13
      • 2 Objectives     00:15
      • 3 4 Ps of Service Design01:20
      • 4 Service Design Package00:52
      • 5 Summary00:26
    • 3.3 - Service design processes 22:14
      • 1 Service Design Processes00:08
      • 2 Objectives      00:37
      • 3 Service Catalogue Management - Overview01:14
      • 4 Service Catalogue Manager - Responsibilities00:35
      • 5 Service Level Management - Overview01:26
      • 6 Service Level Management - Key Terms00:39
      • 7 Supplier Management - Overview01:05
      • 8 Supplier Management and Service Level Management00:39
      • 9 Supplier Categorisation00:58
      • 10 Supplier Manager00:33
      • 11 Capacity Management - Overview01:28
      • 12 Sub - Processes in Capacity Management01:06
      • 13 Capacity Management - Capacity Plan00:30
      • 14 Availability Management - Overview01:14
      • 15 Availability Management - Key Terms00:46
      • 16 Availability Management - Key Terms (contd.)00:44
      • 17 Availability Management Expanded Incident Lifecycle01:32
      • 18 Terms Related to Expanded Incident Lifecycle01:20
      • 19 IT Service Continuity Management - Overview01:28
      • 20 Information Security Management - Overview01:15
      • 21 Information Security Framework00:36
      • 22 IT Security Policy00:45
      • 23 Design Coordination - Overview00:52
      • 24 Summary00:44
    • 3.4 - Quiz 00:12
      • 1 Quiz    
      • 2 Thank You   00:12
    • 4.1 - Introduction to Service Transition 06:19
      • 1 Service Transition00:25
      • 2 Introduction to Service Transition00:07
      • 3 Objectives       00:20
      • 4 Service Transition Overview02:26
      • 5 Configuration Item00:49
      • 6 Configuration Management System01:36
      • 7 Summary00:36
    • 4.2 - Service Transition Processes 31:18
      • 1 Lesson 2 - Service Transition Processes00:09
      • 2 Objectives        00:44
      • 3 Transition Planning and Support - Overview01:39
      • 4 Change Management - Overview01:09
      • 5 Change Model00:54
      • 6 Types of Change00:56
      • 7 Key Terms in Service Transition01:11
      • 8 Change Proposal00:47
      • 9 Change Management Process - Change Flow01:46
      • 10 Change Advisory Board00:58
      • 11 Change Manager - Responsibilities00:45
      • 12 7 Rs of Change Management00:39
      • 13 Change Metrics01:15
      • 14 Challenges in Change Management01:09
      • 15 Service Asset and Configuration Management Overview01:19
      • 16 Configuration Baseline and Database01:16
      • 17 Definitive Media Library00:38
      • 18 Secure Library and Secure Stores00:34
      • 19 SACM - Logical Model01:09
      • 20 Relationship between CMDB , CMS and SKMS01:26
      • 21 Introduction to Release and Deployment Management01:01
      • 22 Release and Deployment Management Overview01:29
      • 23 Release Policy01:27
      • 24 Type of Releases00:56
      • 25 Release and Deployment Approaches02:18
      • 26 Knowledge Management Overview01:21
      • 27 Data Information Knowledge Wisdom01:39
      • 28 Summary00:44
    • 4.3 - Quiz 00:12
      • 1 Quiz   
      • 2 Thank you    00:12
    • 5.1 - Service Operation 09:58
      • 1 Service Operation00:27
      • 2 Introduction to Service Operation00:08
      • 3 Objectives         00:22
      • 4 Service Operation Overview01:42
      • 5 Role of Communication00:33
      • 6 Types of Communication00:50
      • 7 Events01:06
      • 8 Alerts and Incidents01:18
      • 9 Problems and Workarounds01:13
      • 10 Known Error and Known Error Database01:01
      • 11 Priority00:39
      • 12 Summary00:39
    • 5.2 - Service Operation Processes 28:54
      • 1 Service Operation Processes00:09
      • 2 Objectives00:28
      • 3 Event Management - Overview01:27
      • 4 Event Management - Process Activities02:30
      • 5 Event Logging and Filtering01:10
      • 6 Manage Exceptional Events01:49
      • 7 Manage Informational and Warning Events00:56
      • 8 Manage Informational and Warning Events (contd.)01:06
      • 9 Incident Management - Overview02:53
      • 10 Incident Management - Scenario01:07
      • 11 Incident Management - Basic Concepts01:28
      • 12 Incident Management - Process Flow02:13
      • 13 Process Interfaces01:55
      • 14 Problem Management - Overview01:10
      • 15 Problem Management - Sub - Processes01:23
      • 16 Reactive Problem Management - Process Flow02:43
      • 17 Request Fulfilment - Overview01:45
      • 18 Service Request00:45
      • 19 Access Management - Overview01:14
      • 20 Summary00:43
    • 5.3 - Functions 13:50
      • 1 Functions00:11
      • 2 Objectives00:27
      • 3 Service Desk - Overview01:41
      • 4 Local Service Desk00:37
      • 5 Centralised Service Desk00:36
      • 6 Virtual Service Desk01:15
      • 7 Follow - the - sun Service Desk01:03
      • 8 Specialised Service Desk00:50
      • 9 Service Desk Staffing01:48
      • 10 Service Desk Metrics01:01
      • 11 Technical Management - Overview01:08
      • 12 Application Management - Overview01:01
      • 13 IT Operations Management - Overview01:30
      • 14 Summary00:42
    • 5.4 - Quiz 00:12
      • 1 Quiz  
      • 2 Thank you     00:12
    • 6.1 - Introduction to Continual Service Improvement 04:41
      • 1 Introduction to Continual Service Improvement00:41
      • 2 Introduction to CSI00:10
      • 3 Objectives00:20
      • 4 CSI - Overview02:55
      • 5 Summary00:35
    • 6.2 - Key Principles and Models 07:43
      • 1 Key Principles and Models00:11
      • 2 Objectives          00:19
      • 3 CSI Register
      • 4 Benefits of CSI Register00:36
      • 5 CSI - Monitor and Measure00:55
      • 6 Types of Metrics01:19
      • 7 CSI - Measurement and Metrics00:24
      • 8 CSF and KPI - Examples00:15
      • 9 CSI PDCA - Deming Cycle00:48
      • 10 Seven - Step Improvement Process - Overview00:49
      • 11 Seven - Step Improvement Process , DIKW Structure and PDCA01:32
      • 12 Summary00:35
    • 6.3 - Quiz 00:09
      • 1 Quiz 
      • 2 Thank you     00:09
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Exam & certification

  • What are qualifications required to take this course?

    There are no prerequisites for the Introduction to ITIL Foundation course.

FAQs

  • Do you provide any course completion certificate?

    Yes, we offer course completion certificate after your successful completion of the training program.

  • What other types of ITIL® Certifications are available on Simplilearn?

    The other ITIL® certifications available on Simplilearn are:

    • ITIL® FoundationTraining,
    • ITIL Intermediate Training, and
    • ITIL Expert Training.

  • How do I enroll for the Online training?

    You can enroll for this Online training online. Payments can be made using any of the following options and receipt of the same will be issued to the candidate automatically via email.
    1. Visa debit/credit card
    2. American express and Diners club card
    3. Master Card, or
    4. Through PayPal

  • What will I get along with this training?

    You will have access to the online e-learning and practice tests along with the training.

  • Can I cancel my enrollment? Do I get a refund?

    Yes, you can cancel your enrollment. We provide you complete refund after deducting the administration fee. To know more please go through our Refund Policy.

  • Where and how can I access the e-learning content? Are there any limitations?

    Once you register with us for a course by paying the course fee, you can have 24/7 access to the e-learning content on our website. An automated course purchase confirmation mail from our side will guide you through the process.

  • I am not able to access the online course. Whom should I contact for a solution?

    Please raise a request via our Help and Support portal to have your issue resolved.

  • Do you provide money back guarantee for the training programs?

    Yes. We do offer a money-back guarantee for many of our training programs. You can refer to the Refund Policy and raise refund requests via our Help and Support portal.

  • I want to know more about the training program. Whom do I contact?

    Please join our Live Chat for instant support, call us, or Request a Call Back to have your query resolved.

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

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