ITIL and ITSM training teaches IT and service teams to plan, deliver and improve IT services using ITIL, a widely adopted IT service management framework. It covers the service value system, value chain, guiding principles, four dimensions and key ITIL practices. Bodhih runs it as a 3-day customised program that also prepares teams for ITIL Foundation certification.
- Standard duration: 3 days, customisable to your needs
- Delivered in person at your location or as live virtual sessions
- Designed with the ADDIE model and evaluated for behaviour change
- Offered by Bodhih since 2008 to 2,000+ organisations across 7 regions
Where and how: ITIL and ITSM training as an in-person workshop in Bengaluru, Mumbai, Delhi NCR, Gurugram, Hyderabad, Chennai, Pune, Kolkata, Ahmedabad and Jaipur; as a live online course; or delivered overseas in Dubai, Singapore and across the Middle East, Asia and Africa.
Last reviewed by Siddharthan VGJ, Founder · Bodhih Training, Bengaluru
ITIL Foundation V3 Certification Training
Program Overview:
IT Infrastructure Library (ITIL) is the most widely adopted approach for IT Service Management in the world. It provides a practical, no-nonsense framework for identifying, planning, delivering and supporting IT services to your business plan.
ITIL has been adopted by thousands of organizations worldwide. Globalnet has the ITIL courses and training to help you earn your ITIL certifications and empower your organization through adoption of IT Service Management. Successful completion of these courses will show you and your team how to turn the ITIL theory into practice for you to integrate into your job.
Learning Objectives:
- Understand the main processes, relationships, benefits and challenges of ITIL® v3.
- Gain insight into the service lifecycle approach that forms the core of ITIL® v3.
- Understand how these processes contribute to making an IT organization manageable.
- Learn the most important ITIL® v3 definitions.
- Prepare yourself for the certified ITIL® v3 Foundation Examination.
- Ensure participants gain from real life situations and experience of trainer and participants.
- Understand the basics of ISO/IEC 20000:2005.
Target Audience:
ITIL from Globalnet is ideal for anyone interested in implementing ITIL best practices in their IT environment suitable for IT or ITES industry sector. During ITIL certification training, students will learn.
Training Duration:
3 days Instructor Led Program
Training Outcome:
- Practical Approach
- Hands on training session
- Real time project and case studies
- 24/7 support
Solutions & Services
What participants will be able to do
Understand key ITSM concepts
Participants explain services, value, outcomes, costs, risks and stakeholders in plain terms.
Apply the guiding principles
Teams use ITIL's guiding principles, such as focus on value and progress iteratively, in real decisions.
Navigate the service value system
Participants describe how the service value chain turns demand into value.
Run core practices well
Teams understand incident, problem, change enablement, service request and service desk practices.
Connect ITSM with modern ways of working
Participants see how ITSM fits with Agile, DevOps, automation and AI-assisted service desks.
Prepare for ITIL Foundation
Participants review the concepts and question styles that appear in the ITIL Foundation exam.
Who should attend
- Service desk, support and operations staff in IT and ITES organisations
- IT managers and team leads responsible for service quality
- Engineers and developers who work within change and incident processes
- Professionals preparing for ITIL Foundation certification
- Business relationship and vendor managers who work with IT services
Recommended program outline
Recommended design, customised to your context after a short needs analysis.
01Service management fundamentalsModule 1 · Half day+
- Services, products, value and co-creation
- Utility and warranty, outcomes, costs and risks
- Service relationships and stakeholders
- Key ITIL terms and definitions with examples
02Guiding principles and the four dimensionsModule 2 · Half day+
- The seven guiding principles with workplace examples
- Organisations and people, information and technology, partners and suppliers, value streams and processes
- Balancing the dimensions in a service
- Applying the principles to a real improvement idea
03The service value system and value chainModule 3 · Half day+
- Governance, continual improvement and practices
- Value chain activities from plan to deliver and support
- Mapping a real service to value streams
- Service value streams for a common request, such as onboarding
04Key ITIL practicesModule 4 · 1 day+
- Incident, problem and change enablement
- Service desk, service request management and service level management
- Continual improvement, monitoring and event management
- Relationship, information security and configuration practices in overview
05ITSM today and exam preparationModule 5 · Half day+
- ITSM with Agile, DevOps and automation
- AI in service desks and knowledge management
- Mock questions, review and exam tips
- Mapping ITIL practices to your current ITSM tool
Sample training plan: 3-day hands-on design
This three-day program gives service desk, support and operations teams a shared service management language and the confidence to use it on their own services. Participants work on one real service from their organisation, such as laptop provisioning or a customer portal, and map its value, stakeholders and value stream. They run a live incident simulation, a problem investigation, a change advisory board and a service level review, then connect it all to automation and AI-assisted service desks. The last afternoon prepares them for the ITIL Foundation exam with timed mock questions.
Participants can describe their own service in value terms and apply the guiding principles and four dimensions to it.
- 09:30–10:00Worst service experienceEnergiser
- 10:00–11:00What a service really isConcept burst
- 11:15–12:15Your service on one pageBuild sprint
- 12:15–13:00Principles in the wildCase clinic
- 13:45–14:45Four dimensions auditDiagnostic
- 14:45–15:30Principle-driven improvementGroup challenge
- 15:45–16:45Term relaySkill drill
- 16:45–17:30Day one reflectionReflection
Participants can map a value stream and run incident, problem, change and request practices with confidence.
- 09:30–10:00Sticky-note value chainEnergiser
- 10:00–11:00Value stream mappingBuild sprint
- 11:15–12:30Major incident simulationSimulation
- 13:15–14:15Problem investigationCase clinic
- 14:15–15:15Change advisory boardRole-play
- 15:30–16:30Your tickets, rethoughtHands-on lab
- 16:30–17:30Day two reflection and quizReflection
Participants can set and review service levels, plan continual improvement, link service management to modern ways of working and sit the exam with confidence.
- 09:30–10:00Metric mythsEnergiser
- 10:00–11:00Service level reviewRole-play
- 11:15–12:15Continual improvement registerBuild sprint
- 12:15–13:00Automation, DevOps and AI desksDemo & practice
- 13:45–14:30Map to your ITSM toolHands-on lab
- 14:30–15:30Capstone: service turnaround pitchPresentation
- 15:45–16:45Full mock examDiagnostic
- 16:45–17:30My 90-day service planAction planning
Every session’s activity, timings, outputs and materials, plus pre-work, a 90-day reinforcement plan and how impact is measured. Free, emailed to you instantly.
Recommended: 3 days in person (09:30–17:30), or 6 × 3.5-hour live virtual sessions, with exam preparation support and a 60-day service improvement review. A sample design: every Bodhih program is customised after a short needs analysis.
How long is IT service management training?
The recommended program is three days in person, 09:30 to 17:30, or six live virtual sessions of about three and a half hours. It covers the syllabus with time for simulations and mock questions. An awareness version of one or two days suits teams that do not need exam preparation.
What activities are included in IT service management training?
Participants map their own service on a canvas, trace a value stream with delays marked, handle a timed major incident simulation, investigate its root cause, sit on a mock change advisory board, run a service level review role-play and take a full timed mock exam.
When to choose this
Frequently asked questions
What is the difference between ITIL and ITSM?
IT service management, or ITSM, is the overall discipline of planning, delivering and improving IT services. ITIL is a widely used framework of guidance for doing ITSM well. Organisations can practise ITSM without ITIL, but many use ITIL because it provides a common vocabulary and proven practices. The program covers both.
Is ITIL 4 still valid, and what is ITIL Version 5?
ITIL 4 introduced the service value system, guiding principles and practices that most organisations use today. PeopleCert has since introduced ITIL (Version 5), and ITIL 4 certifications remain recognised during the transition. Bodhih aligns the program to the version your team is preparing for and confirms current exam details before delivery.
How long does ITIL Foundation training take?
Bodhih's recommended program is three days of instructor-led training, or six shorter live virtual sessions. This covers the syllabus with time for workplace examples, discussion and mock questions. Teams that only need awareness, rather than exam preparation, can take a shorter one or two-day version customised to their processes.
Who should take ITIL Foundation certification?
ITIL Foundation suits anyone who works in or with IT services, including service desk agents, engineers, developers, team leads and managers. It is also useful for people in vendor management or business roles who deal with IT. There are no formal prerequisites, which makes it a common first certification in service management.
Does Bodhih conduct the ITIL exam?
No. Bodhih delivers the training and helps participants prepare for the ITIL Foundation exam, but the exam itself is administered through PeopleCert, the organisation responsible for ITIL certification. Participants book it through PeopleCert or an accredited provider. Bodhih can share guidance on the exam format and booking process.