Course information

ITIL® 4 Foundation Certification Course Outline

Module 1: Introduction

  • What is ITIL®?
  • ITIL® 4 Certification Journey
  • Course Objectives
  • About the Course

Module 2: Key Concepts of Service Management

  • Concept of Value
  • What Do We Mean by Value?
  • Definition of Value
  • What is an Organization?
  • How is Value Created Between Organizations?
  • Service Relationships
  • Providers and Consumers Co-Create Value
  • Stakeholder and Service Consumer Roles
  • Stakeholders
  • Service Provider Organizations
  • Service Consumer Organizations
  • Other Stakeholders
  • How is Value Created?
  • Service Consumer Roles
  • Activity
  • Service Offerings
  • What is a Product?
  • What is a Service?
  • What is a Service Offering?
  • Creating Value with Services
  • Value Co-Creation
  • Service Provider
  • What are Service Consumers?
  • What are Products and Services?
  • Definitions
  • What are Service Relationships?
  • What is the Meaning of Service Provision?
  • What is Service Consumption?
  • Service Relationship Management
  • How Organizations Co-Create Value?
  • Service Relationship Model
  • Value, Outcomes, Costs, and Risk
  • Definitions
  • What Can Be Described as Utility and Warranty?
  • Review and Reflect
  • Quiz

Module 3: Key Concepts of ITIL® 4

  • Four Dimensions of Service Management
  • Holistic Approach to Service Management
  • Four Dimensions of Service Management
  • Organizations and People
  • What the Dimension Includes?
  • What is Culture, and Why is it Needed?
  • What a Supportive Culture Requires?
  • What to Pay Attention to?
  • Organizational Complexities
  • Information and Technology
  • Things to Consider
  • Partners and Suppliers
  • Organizations and their Partners and Suppliers
  • Forms of Cooperation
  • What Goes into Supplier Strategy?
  • What is a Value Stream?
  • Value Streams and Processes
  • Questions to create, deliver and improve
  • Activity
  • ITIL® Service Value System
  • ITIL® SVS
  • ITIL® SVS Inputs
  • Governance
  • Challenges of Silos
  • Need for Continual Improvement
  • Applying the SVS
  • Service Value Chain
  • Introduction to the ITIL® Service Value Chain
  • Opportunity Vs Demand
  • Converting Inputs into Outputs
  • Service Value Chain, its Practices, and Value Streams
  • Activities
  • Review and Reflect Quiz

Module 4: Guiding Principles

  • Introduction to the Guiding Principles
  • What is a Guiding Principle?
  • Focus on Value
  • How Value is Perceived?
  • CX and UX
  • How Would You Apply this Principle?
  • Start Where You Are
  • Assess Where You Are
  • Role of Measurement
  • Applying the Principle
  • Progress Iteratively with Feedback
  • Role of Feedback
  • Use of Feedback Loops
  • Iteration and Feedback Together
  • Collaborate and Promote Visibility
  • Communication and Visibility
  • Key Collaboration Pairs
  • Promote Visibility
  • Think and Work Holistically
  • Keep it Simple and Practical
  • Judging What to Keep
  • Conflicting Objectives
  • Applying the Principle
  • Optimize and Automate
  • Road to Optimization
  • Using Automation
  • Applying the Principle
  • Activity: Case Studies
  • Using the Guiding Principles
  • Guiding Principles in Context
  • Guiding Principles Your Examples
  • Principle Interaction
  • Applying the Guiding Principles
  • Guiding Principles: Task
  • Principle Interaction
  • Review and Reflect Quiz
  • Extension Activity 2

Module 5: ITIL® 4 Management Practices

  • Purpose of the ITIL® Practices
  • Management Practices
  • 34 ITIL® Management Practices
  • General Management Practices
  • Service Management Practices
  • Technical Management Practices
  • Overview of Eight ITIL® Practices
  • Eight Practices
  • Information Security Management
  • Contribution of Information Security Management to SVC
  • Relationship Management
  • Supplier Management
  • Evaluating and Selecting Suppliers
  • Contribution of Supplier Management to SVC
  • IT Asset Management
  • Contribution of IT Asset Management to SVC
  • Service Configuration Management
  • Contribution of Service Configuration Management to SVC
  • Monitoring and Event Management
  • Contribution of Monitoring and Event Management to SVC
  • Deployment Management
  • Approaches for Deployment
  • Contribution of Deployment Management to SVC
  • Release Management
  • Contribution of Release Management to SVC
  • Key Management Practices – Part 1
  • What is an Incident?
  • Incident Management Guidance
  • Incident Management Tools
  • Incident Updates
  • Types of Incidents
  • Collaboration
  • Swarming
  • Third-Party Products and Services
  • Incident Management Contribution to SVC
  • Service Request Management
  • What is a Service Request?
  • Steps for Request Fulfilment
  • Request Processes and Procedures
  • Service Request Management Contribution to the SVC
  • Methods of Fulfilling Requests
  • Service Desk
  • Automation
  • Task: Service Desk ‘Pitch’
  • Service Desk Provisions
  • Service Desk Support
  • Service Desk Skills
  • Service Desk Contribution to the SVC
  • Key Management Practices – Part 2
  • Problem Management
  • Phases of Problem Management
  • Identifying a Problem
  • Problem Control
  • Workaround
  • Error Control
  • Links to Other Practices
  • Interfaces
  • Problem Management Contribution to the SVC
  • Continual Improvement
  • Applying Continual Improvement
  • Continual Improvement Model
  • What is the Vision?
  • Where are We Now?
  • Where do We Want to Be?
  • CSFs and KPIs
  • How do We get There?
  • Take Action
  • Did we Get There?
  • How do We Keep the Momentum?
  • Methods to Continually Improve
  • Continual Improvement Activity
  • Tracking
  • CI Responsibility
  • Continual Improvement Contribution to the SVC
  • Key Management Practices – Part 3
  • Service Level Management
  • Activity
  • Service Level Agreements
  • Key requirements for SLAs
  • Watermelon SLA Effect
  • Customer Engagement
  • Customer Feedback
  • Metrics
  • Service Level Management Contribution to the SVC
  • Change Enablement
  • Define Change
  • Scope of Change Enablement
  • Change Authority
  • Types of Change
  • Scheduling
  • Change Enablement Contribution to the SVC
  • Review and Reflect
  • Quiz
  • Activities
  • Course Review
  • What’s Next?

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Who should attend this ITIL® 4 Foundation Certification Training?

The ITIL® 4 Foundation Certification Course is crafted to provide a comprehensive understanding of the ITIL® framework, catering to a broad spectrum of individuals within and beyond the IT industry in Kolkata. This ITIL® 4 Certification Training is particularly valuable for:

  • IT Service Desk Staff
  • IT Managers
  • IT Operations Managers
  • IT Project Managers
  • Business Analysts in IT
  • Service Delivery Managers
  • IT Architects
  • Quality Assurance Managers in IT
  • IT Service Management (ITSM) Managers

Prerequisites of the ITIL® 4 Foundation Certification

There are no formal prerequisites for attending this ITIL® 4 Foundation Certification Course.

ITIL® 4 Foundation Certification Training Overview

The ITIL® 4 Foundation Course introduces the latest iteration of IT Infrastructure Library (ITIL) standards, a critical framework for managing and optimizing IT services in Kolkata. Its relevance in today’s technology-driven world is paramount, as it aligns IT service operations with broader business strategies, enhancing efficiency and productivity.

Understanding the principles of the ITIL® 4 Foundation Course is vital for IT professionals in Kolkata seeking to adapt to evolving business needs. It's particularly essential for project managers, IT service managers, and support staff. Mastering this subject ensures that IT operations contribute effectively to overall business success, enhancing customer satisfaction and business growth.

The Knowledge Academy's 2-day ITIL® 4 Foundation Course offers a comprehensive overview of this framework, ensuring delegates quickly grasp its key concepts and practices. This efficient training approach is designed to expedite the certification process, providing delegates in Kolkata with the skills needed to implement ITIL® standards effectively in their organizations.

Course Objectives

  • To introduce the core concepts and principles of the ITIL® 4 framework
  • To equip delegates with the skills to effectively manage IT services aligning with business goals
  • To prepare attendees for the ITIL® 4 Foundation Certification exam
  • To demonstrate the integration of ITIL® 4 with modern digital technologies
  • To enhance practical understanding through real-world examples and case studies

Upon completion of the ITIL® 4 Foundation Course in Kolkata, delegates will have a thorough understanding of ITIL® principles and their application in the real world. They will be well-prepared for the certification exam and possess the skills necessary to improve IT service management within their organizations, ensuring alignment with business objectives and enhancing overall efficiency.

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What's included in this ITIL® 4 Foundation Certification Course?

  • The ITIL® 4 Foundation Examination
  • World-Class Training from Experienced ITIL® Instructors
  • ITIL® 4 Foundation Certificate
  • Digital Delegate Pack

ITIL® 4 Foundation Exam Information

The ITIL® 4 Foundation Certification Training Course introduces the core concepts and principles of ITIL® 4, equipping them with a foundational understanding of the IT Service Management framework and its modern, agile, and end-to-end service lifecycle management practices. 

  • Question Type: Multiple Choice 
  • Total Questions: 40 
  • Total Marks: 40 Marks 
  • Pass Mark: 65% or 26/40 Marks 
  • Duration: 60 minutes 
  • Open Book/ Closed Book: Closed Book

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.

Why choose us

Our Kolkata venue

Includes..

Free Wi-Fi

To make sure you’re always connected we offer completely free and easy to access wi-fi.

Air conditioned

To keep you comfortable during your course we offer a fully air conditioned environment.

Full IT support

IT support is on hand to sort out any unforseen issues that may arise.

Video equipment

This location has full video conferencing equipment.

Kolkata is situated on the east bank of the Hooghly River within East India, as well as it being the capital city of West Bengal, it plays a big part within East India’s educational, cultural and commercial industries. Calcutta as the city is otherwise known has a metropolitan population of around 14.1 million recorded in 2011 which makes it the third most populated metropolitan area within India, the city itself was home to around 4.5 million people in the same year. Kolkata has some history within its ports as the Port of Kolkata is the oldest one within India that is still used for operations. The secondary schools and universities within Kolkata can be owned either by the international board, central or state government or be privately owned. However not everyone is able to or goes to school, therefore, there are initiatives put in place to get more children into school such as the Shikhshalaya Prakalpa which also looks to improve the quality of teaching within the schools as well. Secondary schools within Kolkata include the Hare school, Hindu School and the La Martiniere Calcutta which is a Christian school, founded in 1835 which makes it one of the oldest within India. As well as one of the oldest schools, Kolkata is also home to two of the oldest engineering institutes within in India these being the Bengal Engineering and Science University and the Jadavpur University. There are many universities within Kolkata some of which include the Amity University, Aliah university, the Indian Institute of Science Education and Research, Kolkata, West Bengal National University of Animal and Fishery Sciences, West Bengal National University of Health Sciences, Techno India University and West Bengal National University of Juridical Sciences, Indian Statistical Institute, Indian institute of Foreign Trade and the Rabindra Bharati University. Kolkata also has two universities that are recognised as universities with potential for excellence these being the Jadavpur University and the Universtiy of Calcutta. The universities all offer different opportunities such as the public universities offer students their own diplomas and degrees. Courses can range from health sciences, management, science, engineering, medical, business, marine engineering, animal and fishery science, dentistry, science education and research as well as foreign trade.

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Address

P, 21A,Old Ballygung Road.
3rd Floor (above Chinese Pavilion)
Near Birla Mandir.
Kolkata 700019
(West Bengal)

T: +91 8037244591

Ways to take this course

Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led ITIL® 4 Foundation Certification in Kolkata. Engage directly with expert instructors, mirroring the classroom schedule for a comprehensive learning journey. Enjoy the convenience of virtual learning without compromising on the quality of interaction.

Unlock your potential with The Knowledge Academy's ITIL® 4 Foundation Certification in Kolkata, accessible anytime, anywhere on any device. Enjoy 90 days of online course access, extendable upon request, and benefit from the support of our expert trainers. Elevate your skills at your own pace with our Online Self-paced sessions.

Experience the most sought-after learning style with The Knowledge Academy's ITIL® 4 Foundation Certification in Kolkata. Available in 490+ locations across 190+ countries, our hand-picked Classroom venues offer an invaluable human touch. Immerse yourself in a comprehensive, interactive experience with our expert-led ITIL® 4 Foundation Certification in Kolkata sessions.

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Highly experienced trainers

Boost your skills with our expert trainers, boasting 10+ years of real-world experience, ensuring an engaging and informative training experience

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State of the art training venues

We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible

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Small class sizes

Our Classroom courses with limited class sizes foster discussions and provide a personalised, interactive learning environment

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Great value for money

Achieve certification without breaking the bank. Find a lower price elsewhere? We'll match it to guarantee you the best value

Streamline large-scale training requirements with The Knowledge Academy's In-house/Onsite at your business premises. Experience expert-led classroom learning from the comfort of your workplace and engage professional development.

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Tailored learning experience

Leverage benefits offered from a certification that fits your unique business or project needs

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Maximise your training budget

Cut unnecessary costs and focus your entire budget on what really matters, the training.

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Team building opportunity

Our offers a unique chance for your team to bond and engage in discussions, enriching the learning experience beyond traditional classroom settings

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Monitor employees progress

The course know-how will help you track and evaluate your employees' progression and performance with relative ease

What our customers are saying

ITIL® 4 Foundation Certification in Kolkata FAQs

ITIL® 4 is the latest IT Infrastructure Library framework iteration, offering a comprehensive guide for managing IT services and aligning them with business needs through adaptable practices and principles.
ITIL® 4 provides a flexible, holistic framework for IT service management, aligning IT services with business needs, fostering innovation, enhancing customer satisfaction, and optimizing resource use for business value.
ITIL V4 introduces a holistic approach to service management, integrating concepts from Agile, DevOps, and Lean. It focuses on value co-creation and a more flexible, adaptable framework than ITIL V3.
The ITIL 4 Foundation Certification offers a deep understanding of IT service management frameworks, enhancing service delivery, boosting productivity, improving customer satisfaction, and providing valuable certification for IT professionals.
There are no formal prerequisites for attending this ITIL® 4 Foundation Certification Course.
In this ITIL 4 Foundation Certification Course, delegates will have a 2-day training with our experienced instructors, a digital delegate pack consisting of important notes related to this course, and a certificate after course completion.
The duration of this ITIL 4 Foundation Certification Course is 2 days.
Yes, you will receive certification upon completing this ITIL 4 Foundation Course.
After completing the ITIL 4 Foundation Training Course, you can pursue roles like IT Service Manager, ITIL Strategist, ITIL Specialist, and IT Operations Manager, enhancing your IT service management career prospects.
The Knowledge Academy in Kolkata stands out as a prestigious training provider known for its extensive course offerings, expert instructors, adaptable learning formats, and industry recognition. It's a dependable option for those seeking ITIL 4 Foundation Certification.
The training fees for ITIL® 4 Foundation Certification Coursein Kolkata starts from INR64995
The Knowledge Academy is the Leading global training provider for ITIL® 4 Foundation Certification Course.
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You won't find better value in the marketplace. If you do find a lower price, we will beat it.

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Trusted & Approved

Our ITIL® courses are accredited by PeopleCert on behalf of AXELOS.

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Many delivery methods

Flexible delivery methods are available depending on your learning style.

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High quality resources

Resources are included for a comprehensive learning experience.

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"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"

Joshua Davies, Thames Water

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