Program Objectives:

The program provides a general overview of IT Service Management Lifecycle which is outlined in ITIL’s five core books. The program aims in providing insight into strategically managing IT services through the life cycle from the conceptualization of an Idea, to Service Design and Transition till Implementation and Service Retirement. The program focus is to impart a business driven, integrated IT Service management approach, with insights into real world challenges and applicability of ITIL as a solution agent.

 Who Should Attend?

ITIL understanding in today’s world is a mandate for everyone, specifically to professionals working in an information technology augmented work place. The level of applicability of ITIL will change from an End User to a CIO, as the resolution time of an incident matters to the end user, the cost and quality of resolving it matters to an IT manager.

The ITIL training course is designed to benefit anyone in the following spectrum, but is not limited to it:


  • Business     Managers who work with IT Systems & Processes
  • IT Â Â Â Â Professionals into varied Technology Streams
  • CIO’s, Board     Members, CXO’s to get a better understanding of How IT is Run?
  • Service Desk     Agents, Support Staff who involve in day to day IT Operations
  • Solution     Architects, Quality Assurance Professionals

 ITIL Training Course Details :

  1. Overview to Frameworks, Standards & the ITIL Journey
  2. ITIL V3 : The Psyche of the Lifecycle Approach
  3. The Lifecycle Phases, Processes & Functions


Service Lifecycle Stage

Processes & Functions

Service Strategy

Strategy Management For IT Services, Service Portfolio  Management, Business Relationship Management, Financial Management For IT  Services, Demand Management

Service Design

Design Coordination, Service Catalog Management, Service Level  Management, Availability Management, Capacity Management, IT Service  Continuity Management, Information Security Management, Supplier Management

Service Transition

Transition Planning & Support, Change Management, Service  Asset & Configuration Management, Release & Deployment Management,  Service Validation & Testing, Change Evaluation, Knowledge Management

Service Operation

Event Management, Incident Management, Request Fulfillment, Â Problem Management, Access Management, and the functions of: IT Operations, Â Technical Management, Application Management, Service Desk

Continual Service Improvement

Seven-Step Improvement Process


  1. Process     writing & Analysis workshops ( Games, Puzzles)
  2. Case studies     and Sample Exams

What You Will Learn:


What are your Customers / Users Perception of IT?

How does your IT perceive you as Business?

What is the road block towards creating a Business – IT Collaborative work place?

Why do IT projects / initiatives fail? How can the Lifecycle approach preserve the essence of a business Idea?

What is ITIL’s Strategic Significance, Operational benefits and an Overview of ITIL Roadmap and Career path?

ITIL’s Key concepts, definitions and the essence of the lifecycle approach

An Implementation sneak peek of ITIL using white papers & case studies.       Â

ITIL’s applicability to your Business problems.


Industry relevant courseware customized for clients needs

Certified Trainers with global exposure to Service Management across domains

Case study based approach to help understand applicability of ITIL to real life issues

Overview Implementation approach to processes through Tooling Strategy and considerations