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This course is a three-day classroom training relevant for professionals who play a role in developing, implementing and managing IT service quality in order to deliver business value. This course is designed for IT professionals and consultants who play a role in developing ITIL® best practice guidance, implementation or for those providing support around ITIL® certifications. Practical examples and real life case studies are used to guide and assist with the understanding of key concepts throughout the course. At the end of the three-day classroom training, the certification exam may be taken.

The ITIL® Foundation certificate is awarded to candidates passing the examination. Participants will also earn 21 Project Management Institute (PMI) Professional Development Units upon course completion.


This course introduces the concept of the Service Lifecycle. Additionally, key concepts of each ITIL® function, process and lifecycle stage will be expanded upon. By the end of this course, the participants will be able to identify:

  • The stages and processes within the Service Lifecycle
  • Business value of implementing each process in an organization
  • Objectives and basic concepts related to each process
  • Activities and roles involved in each process
  • Relationship of each process to other processes
  • Terminology, techniques and practical approaches



  1. The ITIL® Certification Scheme
  2. ITIL® Concepts
    1. The History of ITIL®
    2. Good Practice and Best Practice
    3. IT Service Management
    4. Service and Service Model
    5. Function - Process - Role
    6. What is a Process?
    7. Process Characteristics
    8. IT Governance and Service Lifecycle
  3. Continuous Service Improvement
    1. CSI and the Service Lifecycle
    2. CSI Model and Principles of CSI
    3. Ownership and Role Definitions
    4. Service Measurement
    5. Frameworks, Models, and Quality Systems
    6. Deming Cycle
    7. 7-Step Improvement Process
  4. Service Operation
    1. Service Operation and the Service Lifecycle
    2. Principles and Processes of Service Operation
    3. Event Management
    4. Incident Management
    5. Problem Management
    6. Request Fulfillment
    7. Access Management
  5. Service Transition
    1. Service Transition and the Service Lifecycle
    2. Principles and Processes of Service Transition
    3. Change Management
    4. Service Asset and Configuration Management
    5. Release and Deployment Management
    6. Knowledge Management
    7. Change Evaluation
    8. Transition Planning and Support
    9. Service Validation and Testing
  6. Service Design
    1. Service Design and the Service Lifecycle
    2. Principles and Processes of Service Design
    3. Design Coordination
    4. Service Catalogue Management
    5. Service Level Management
    6. Availability Management
    7. Capacity Management
    8. IT Service Continuity Management
    9. Supplier Management
    10. Information Security Management
  7. Service Strategy
    1. Service Strategy and the Service Lifecycle
    2. Principles and Processes of Service Strategy
    3. Service Portfolio Management
    4. Financial Management for IT Services
    5. Business Relationship Management
    6. Demand Management
    7. Strategy Management for IT Services
  8. Self-Study and Exam Preparation


Aug 11, 2015 - Aug 13, 2015
Tue, Wed, Thu 09:00 AM — 05:00 PM
Sep 09, 2015 - Sep 11, 2015
Wed, Thu, Fri 09:00 AM — 05:00 PM
Oct 05, 2015 - Oct 07, 2015
Mon, Tue, Wed 09:00 AM — 05:00 PM
Nov 16, 2015 - Nov 18, 2015
Mon, Tue, Wed 09:00 AM — 05:00 PM
Dec 07, 2015 - Dec 09, 2015
Mon, Tue, Wed 09:00 AM — 05:00 PM
No. of Days: 3
Total Hours: 21
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BridgingMinds Network Pte Ltd was founded in 2011, is formed with a collaboration with Transitions System Asia, to bring a focus on the learning experience. With a strong belief in enabling individuals and human resources as the next milestone in companies growth. We started out looking for the right partners and the right formula to create this story.

Fast track to the present, besides, having classroom training in areas such as Project Management, Governance, CISM, CISSP, ITIL and many others, we also provide online solution from Competence Management to Learning Certification and Development Marketplace.

Our goal is to bridge knowledge gaps of individuals and organizations through our consulting and development methodologies, to achieve individual’s career aspiration and organization’s objectives.

BridgingMinds Network Pte Ltd
North Bridge Rd , Singapore, Singapore, Singapore 188727
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