ITIL Foundation Training


The ITIL Foundation exam is the entry level certification and offers you a general awareness of the key elements, concepts and terminology used in the ITIL® service lifecycle, including the links between lifecycle stages, the processes used and their contribution to service management practices.

We conduct classroom training across the state. Customer can share his/her location and ZIP code to confirm the training schedule in his/her city. 
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ITIL Foundation Training

The ITIL Foundation certification is considered as the entry level qualification in the field of ITIL certification path. Our ITIL Foundation training focuses on the key elements, concepts and terminologies associated with ITIL service lifecycle management.

Please fill-in the inquiry form on this page or call now on +1 (832) 548-0612 or e-mail for our training consultant to understand your training and learning objectives and guide you with an optimum way to achieve your goals.

Key Features

ITIL Foundation Training Key features:

  • 16 hours of instructor-led training (for Traditional classroom and Online Classroom Training)
  • 24 hours of self-paced learning
  • Industry-based case studies & real world-examples
  • Chapter end quizzes & simulation exams
  • 16 hours PDU certificate
  • Exam fee included (Exam fee not included for Online Self Learning)
  • 24/7 customer support


ITIL Foundation Training – FAQ:

Who are the trainers for the live classroom training?

All Our Trainers are ITIL certified and highly qualified with over 15 years of experience in training and are working in the domain.

Is exam fee included in the course fee?

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

What certification will I receive after completing the training?

After successful completion of the training, you will be awarded the course completion certificate along with the 16 hours PDU certificate from Zillion. Once you successfully clear the ITIL Foundation Certification exam, you will also receive the certification from the Exam Body.

How many questions are there in the ITIL® Foundation certification exam?

The ITIL Foundation Exam has a total of 40 questions. The duration of the exam is 60 minutes.

What is Online Classroom training?

Online Classroom training for ITIL is a live training conducted via online live streaming of a class. This is run by ITIL certified trainer with over 15 years of work experience in the domain and training. The class attended by the global audience can enrich your learning experience.

Are these training classes live or will I watch pre-recorded videos?

All these training are live interactive sessions wherein you can raise concerns and discussions at any point during the class. Additionally, we also provide recordings of the sessions attended by you for your future references.

What tools do I need to attend the training sessions?

The system requirements are quite basic:
OS: Windows any version above XP SP3 & Mac any version above OS X 10.6
Internet Speed: Preferably above 512 KBPS
Headset: Any decent headset and microphone which can be used to talk and hear clearly.

What all will I get as part of the training?

You get access to our e-learning content along with the practice simulation tests, these are complemented by our tips and tricks videos that help you tackle the toughest of the exam questions. You will also get an online participant handbook with cross references to the e-learning for reinforcement of your learning.

How does Zillion assure me that the training and course material delivered are effective?

Our ITIL Foundation course is developed to deliver a first attempt pass rate of 100%. With a hands-on learning approach, the training not only gives you the confidence to clear the exam but also helps you retain the knowledge beyond the examination.

Can I cancel my enrollment? Will I get a refund?

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

I’d like to learn more about this training program. Who should I contact?

Contact us using the form on the right of any page on the Zillion website, or select the Live Chat link. Our customer service representatives will be able to give you more details.

Certification Process

Zillion has a well-defined certification process that helps you face the challenges of the IT world.  You need to meet following conditions to unlock the certificate –
  • You need to complete at least 85% of the course or attend one complete batch
  • If your course has simulation exams you will need to complete it with the minimum passing score.
  • You need to submit a project and get it approved by our panel of Subject Matter Experts.
  • In case your project is rejected, our subject matter experts would provide all necessary help to clear the project in your next attempt.

Who are our Faculties and how are they selected?

All our trainers are working professionals and industry experts with at least 10-12 years of relevant teaching experience.

Each of them have gone through a rigorous selection process which includes profile screening, technical evaluation, and training demo before they are certified to train for us.

We also ensure that only those trainers with a high alumni rating continue to train for us.

What is Global Teaching Assistance?

Our teaching assistants are here to help you get certified in your first attempt.

They are a dedicated team of subject matter experts to help you at every step and enrich your learning experience from class on-boarding to project mentoring and job assistance.

They engage with the students proactively to ensure the course path is followed.

Teaching Assistance is available during business hours.

What is covered under the 24/7 Support promise?

We offer 24/7 support through email, chat, and calls.

About the Course

About ITIL Foundation Training:

ITIL Foundation training from Zillion is designed to ensure that you clear the ITIL exam in the first attempt. The ITIL Foundation certification is considered as the entry level qualification in the field of ITIL certification path. Our training focuses on the key elements, concepts and terminologies associated with ITIL service lifecycle management. It includes ITIL Lifecycle Phase Interactions & Outcomes, ITSM processes and Service Management best practices.

After completing our ITIL Foundation training, you can go for ITIL Intermediate courses.

Exam And Certification

ITIL Foundation Training and Exams:

How will I become a ITIL Foundation certified?

You will be certified in ITIL Foundation from AXELOS by following these processes:
Step 1: Appear for ITIL Foundation exam after completing the training.
Step 2: Score 65% in 60 minutes [i.e. 26 answers out of 40 questions]
Step 3: Earn two ITIL credits on successful completion of ITIL Foundation exam

What are the prerequisites for ITIL Foundation certification?

There is no defined eligibility criterion for ITIL Foundation exam.

Will I get refund if Zillion fails to conduct the class?

For refunds and cancellations please visit the links : Refunds, Cancellations Policy

Course Agenda

ITIL Foundation Course Agenda

Introduction to the ITIL Service Management Framework
Best Practices
ITIL Framework
Why is ITIL so successful?
Service Lifecycle
Service Management
Process Model
Internal & External Customers & Services

Service Strategy

Purpose & Objectives of Service Strategy
Scope of Service Strategy
Value to Business
Resources & Capabilities
Components of Value
Service Utility
Service Warranty
Value Creation & Service Provider types
Core, Enabling & Enhancing Services
Purpose of Service Portfolio Management
Scope & Objectives of Service Portfolio Management
Purpose & Objectives of Demand Management
Scope & Concepts of Demand Management
Customers & Users
Purpose & Objectives of Financial Management
Scope of Financial Management
Business Case
Purpose of Business Relationship Management
Scope & Objectives of BRM
Differences Between BRM & SLM

Service Design

Purpose & Objectives of Service Design
Scope of Service Design
Value of Service Design

Four Ps
The Five Design Aspects
Service Design Package
Purpose, Objectives & Scope of SCM
Service Catalogue with two views
Service Catalogue with three views
Purpose & Objectives of SLM
Scope of SLM
Service Level Requirements
Service Level Agreement & SLAM Chart
SLA Frameworks
Operational Level Agreement & Underpinning Contract
Service Review & Service Improvement Plan
Key Activities of Service Design
The Relationship Between SLM & BRM
Interfaces with SLM
Purpose & Objectives of Capacity Management
Scope of Capacity Management
Basic Concepts of Capacity Management
Purpose of Availability Management
Objective & Scope of Availability Management
Basic Concepts of Availability Management
Purpose & Objectives of ITSCM
Business Impact Analysis
Risk Assessment
Purpose & Objectives of ISM
Scope of ISM
Information Security Policy
Purpose of Supplier Management
Objectives of Supplier Management
Supplier Categories
Basic Concepts of Supplier Management
Purpose & Objectives of Design Coordination
Scope of Design Coordination
Service Automation
Skills Framework for Information Age (SFIA)

Service Transition

Scope & Value to Business of Service Transition
Purpose & Objectives of Service Transition
Purpose & Objectives of Change Management
Scope & Basic Concepts of Change Management

Interfaces within Service Management
Change Request
Change Models, Remediation Planning, Cab & ECAB
Change Advisory Board
Change Management Activities
Supplier Categories
Purpose & Objectives of SACM
Scope of SACM
Configuration Item
CI Categories
CMDB & Configuration Baseline
Purpose & Objectives of Knowledge Management
Scope & Basic Concepts of Knowledge Management
Purpose & Objectives of Release & Deployment Management
Scope of Release & Deployment Management
Release Unit & Release Policy
Release Package
Purpose & Objectives of Transition Planning & Support
Scope of Transition Planning & Support

Service Operation

Purpose & Objectives of Service Operation
Scope of Service Operation
Value of Service Operation
Communication in Service Operation
Event Management
Purpose, Objectives & Scope of Event Management
Basic Concepts of Event Management
Purpose of Incident Management
Scope & Objectives of Incident Management
Basic Concepts of Incident Management
Incident Model
Incident Prioritization
Interfaces with Incident Management
Purpose & Objectives of Request Fulfillment
Service Request
Purpose & Objectives of Problem Management
Problem Models

Incident Versus Problems

Basic Concepts of Problem Management
Problem Management Process
Interfaces with Problem Management
Purpose & Objectives of Access Management
Scope of Access Management
Service Desk Function
Objectives of Service Desk Function
Local Service Desk
Centralized Service Desk
Virtual Service Desk
Follow the Sun
Objectives of Technical Management Function
Application Management Function
Objectives of Application Management Function
IT Operations Management Functions

Continual Service Improvement

Purpose of CSI
Objectives & Scope of CSI
Value of CSI
CSI Register
The Deming Cycle
P-D-C-A Cycle
CSI Approach
Business Questions for CSI
Basic Concepts of CSI
CSFs and KPIs
The Seven-step Improvement Process
Integration PDCA Cycle & 7 Step Improvement Process
Purpose, Objectives & Scope Of The 7-step Improvement Process
Process Owner
Process Manager
Process Practitioner & Service Owner
RACI Model
Competence, Skills & Training

Additional information

Training Type

Classroom, Online Classroom


9am – 5 pm (Local Time), 9am – 5 pm CDT


Nov 28 – 29, 2019, Dec 12 – 13, 2019, Jan 30 – 31, 2020, Feb 27 – 28, 2020


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