Service Management

ITIL V4 Foundation Certification & Training Course

With ZOC Technologies, you shall receive a full-fledged conceptual learning and training of ITIL 4 foundation framework, core concepts and terminologies of ITIL service lifecycle under the governing body- Peoplecert. Through the ITIL foundation certification from us, you can observe development in ITIL, hence leading to the adaptation of modern technologies, operational processes and other crucial concepts required in a service management framework.

Basic Description

With ZOC Technologies, you shall receive a full-fledged conceptual learning and training of ITIL 4 foundation framework, core concepts and terminologies of ITIL service lifecycle under the governing body- Peoplecert. Through the ITIL foundation certification from us, you can observe development in ITIL, hence leading to the adaptation of modern technologies, operational processes and other crucial concepts required in a service management framework. 


The Information Technology Infrastructure Library (ITIL) is a globally renowned framework designed to standardize the selection, planning, delivery, maintenance, and overall lifecycle of IT (information technology) services in the business from myriad industries. Thus, the flexible and scalable approach of ITIL course enables it to be amalgamated with other practices including Six Sigma, Cobit, and TOGAF. 

Aligned with various international quality standards including ISO/IEC 20000 (IT Service Management Code of Practice), ITIL is a designed framework consisting of best practices for delivering IT services. Owing to the systematic approach in the field of IT service management, ITIL proves its worth in businesses to effectively manage risk, cultivate customer relations, develop cost-effective practices, and give emergence to a progressive and dynamic IT environment to accelerate productivity. Furthermore, earning a popularity amongst the esteemed organisations, ITIL Foundation Certificate is revered to be adopted by NASA, the UK National Health Service (NHS), Disney, etc. 


 ITIL stands  for Information Technology Infrastructure Library. This course introduces to the best practices which are responsible for making your career successful in IT Service Management. With an advert ofInformation Technology globally, the role of ITIL started gaining momentum and popularity which led to the creation of a universal set of practices and framework laying the foundation of secure, reliable, flexible and scalable IT environment.

The ITIL framework consists of five books in which every book has a separate curriculum of the IT service lifecycle. It helps to deliver rigid practical guidelines for creation, strategising and execution of the product or service development processes.

Namely, the five books are Service Strategy, Service Transition, Service Design, Service Operations, and Continual Service Improvements.

 ITIL 4 is the scale that defines the credibility of knowledge and skills authentication of one’s knowledge about the IT environments and processes. It certifies the skills required by the professionals to establish IT infrastructure and become an asset to the IT culture of an organization.


This professional certification allows candidates to acquire a systematic knowledge of ITSM best practices and a set of procedures which benefits their professional and personal skillset and career. Since ITIL v4 certified professionals are highly in demand, it is necessary to adapt the structured ITSM processes’ knowledge.

As we already mentioned, there is no eligibility criteria to apply for the  ITIL 4 Foundation Certification. It would be an added advantage if the candidates have some prior experience, knowledge or exposure in the IT field as it helps them grasp concepts quickly.

It would take almost 2-3 days equivalent to 24 hours of training. This can differ as per the mode of learning. To know more, you can fill the form or enquire from us directly.

Yes, the ITIL v4 Foundation Course is designed and is best suited for those professionals who want to step in and make their career in the field of ITSM. Thus, it is preferred that only ITSM professionals go for this course.  Also, if you want to step into this field, you canapply for the course to gain knowledge about the ITSM.

ITIL v4 course fees include training sessions, accredited course material, complete exam preparation guidance from real-time qualified and trained experts and instructors, mock test papers, access to courseware over an year and additional resources to help you get through your ITIl examination with flying colours. 

Candidates who have already passed ITIL v3 and are Certified are assigned credit values based on the ITIL content which further contributes to your ITIL professional education. ITIL v3 certified professionals are directly eligible for ITIL v4 Transition Module. It aims to cope up with the changes in the new curriculum and provide candidates with an updated ITIL Managing Professional (MP) designation.

You can apply for the ITIL 4 Transition Module from us if you are already ITIL v3 Certified.

ITIL v4 is  the latest version of ITIL which was released in February 2019. It is seen as the first major update since 2007, prior to which ITIL v3 was in play.

ITIL v3 had 5 levels:






And now, ITIL v4 has only 4 levels:


Managing Professional

Strategic Leader


The ITIL v4 levels have a more flexible approach giving more practical and modernized knowledge of the IT industry. The models and methodologies are based on the current innovations in the corporate sector and hence, enables the quick and convenient adoption of methods, applicable in myriad domains.

Therefore, there is no doubt that the ITIL 4 Certification adds an advantage to the professional personna of those who are already ITIL v3 certified. Also, once the ITIL 4 Foundation course is complete, the candidates can further apply for ITIL 4 Managing Professional course.

ZOC Technologies provides you a platform to learn and grow through our quality and comprehensive courseware, online live bootcamp, self-paced online learning courses from highly qualified and experienced real time trainers and experts. With an industry experience of many years, with many reputed clientele, we stand firm to provide quality training to our customers and carve a path for their growth. 

Key Features

  • Certification is Accredited by Peoplecert- Our Authorised Partners
  • Deliverables : Courseware, Question Bank, Training Kit
  • Authorized Study material from Peoplecert
  • Globally Recognised Certificate of Participation from Peoplecert upon course completion
  • Access study resources like case studies, exercises, eBooks, mock tests, & more upto a year.


There is no prerequisite for eligibility to take up ITIL v4 certification exam. Though knowledge of the Service Management domain will be useful to form the base of itil exam. 


  • IT Professionals/ IT Developers/ IT Managers
  • Application Managers
  • Quality Analysts
  • IT Architects/ IT Executives
  • Audit Managers
  • Database Administrators
  • Business Operation Managers
  • ITSM Executives and Trainers

Course Content:

Duration of the Course: 24 hours

Understand the key concepts of service management

Recall the definition of:

  • Service
  • Utility
  • Warranty
  • Customer
  • User
  • Service management
  • Sponsor

Key concepts of creating value with services.

  • Cost
  • Value
  • Organization
  • Outcome
  • Output
  • Risk
  • Utility/Warranty

Key concepts of service relationships.

  • Service offering
  • Service relationship management
  • Service provision
  • Service consumption

Understand how the ITIL guiding principles can help an organization adopt and adapt service management

  • Describe the nature, use and interaction of the guiding principles
  • Explain the use of the guiding principles
  • Focus on value
  • Start where you are
  • Progress iteratively with feedback
  • Collaborate and promote visibility
  • Think and work holistically
  • Keep it simple and practical
  • Optimize and automate

Understand the four dimensions of service management

Describe the four dimensions of service management

  • Organizations and people
  • Information and technology
  • Partners and suppliers
  • Value streams and processes

Understand the purpose and components of the ITIL service value system

  • Describe the ITIL service value system
  • Understand the activities of the service value chain, and how they interconnect
  • Describe the interconnected nature of the service value chain and how this supports value streams

Describe the inputs, outputs and purpose of each value chain activity:

  • Plan
  • Improve
  • Engage
  • Design & transition
  • Obtain/build
  • Deliver & support

Know the purpose and key terms of 18 ITIL practices

Recall the purpose of the following ITIL practices:

  • Information security management
  • Relationship management
  • Supplier management
  • Availability management
  • Capacity and performance management
  • IT asset management
  • Service continuity management
  • Monitoring and event management
  • Release management
  • Service configuration management
  • Deployment management
  • Continual improvement
  • Incident management
  • Problem management
  • Service request management
  • Service desk/Service level management

Recall definitions of the following ITIL terms

  • Availability
  • IT asset
  • Event
  • Configuration item
  • Change
  • Incident
  • Problem
  • Known error
  • Understand 7 ITIL practices

Explain the following ITIL practices in detail, including how they fit within the service value chain:

  • The continual improvement model
  • Change control
  • Incident management
  • Problem management
  • Service request management
  • Service desk
  • Service level management

In this course, candidates gain knowledge about ITIL as a fully reliable ITSM Framework and thoroughly understand its purpose and role in organizations worldwide.

Service management as a practice:

Concept of ITIL best practices in the public domain

Why ITIL® is so successful?

Concept of a service

Concept of internal and external customers

Concept of internal and external services

Concept of service management

Concept of IT service management

Concept of stakeholders in service management

What are processes and functions?

The process model and the characteristics of processes


The ITIL Service Lifecycle and the ITIL® 4 SVS


The structure of the ITIL® service lifecycle in brief (for reference)

SVS (Service Value System) and SVC (Service Value Chain)

The purpose, objectives, and scope of Service Value System

Value to the business by each element of the Service Value Chain

Service knowledge management system

Configuration item

Configuration management system

Definitive Media Library (DML)

Change and its types


Key Principles and Models:


The Four Dimensions of Service Management

Dimension 1: Organizations and People

Dimension 2: Information and Technology

Dimension 3: Partners and Suppliers

Dimension 4: Value Streams and Processes

The Eight Guiding Principles

The Six Service Value Chain Activities

ITIL Management Practices: Introduction

General Management Practices


By pursuing ITIL v4 certification course you shall be able to expertise the following concepts :


1. Understand the Key Concepts of Service Management

The following concepts are covered in the key concepts of service management:


The basic key definitions and concepts like service, utility, warranty, customer, user, service management, sponsor,etc.

Key concepts that create value with the customers such as cost, value, organization, outcome, output, risk, utility, etc.

Service relationship concepts such as service offering, service relationship management, service provision, service consumption, etc.


2. ITIL Guiding Principles in an Organization

The following concepts are covered in the guiding principles of ITIL:


Learn about the ITIL 4 certification Guiding principles in terms of nature, use and their interaction in the organization.

Learn in detail the usage of the guiding principles which are "Focus on value", "Start where you are", "Progress iteratively with feedback", "Collaborate and promote visibility", "Think and work holistically", "Keep it simple and practical", "Optimize and automate".


3. The Four Dimensions Of Service Management

The following concepts are explained in the four dimensions of service management:

Learn and understand the four dimensions of the Service Management

Organizations and people

Information and technology

Partners and suppliers

Value streams and processes


4. ITIL Service Value System

You will learn and master the concept of service value system, how it benefits the organization, etc.


5. Key Activities of the Service Value Chain

The following is covered in the key activities of service value chain:

Understanding of all the activities and their interaction in service value chain.

Learn about the purpose and other important details about each of the value chain activities.

The value chain activities such as "plan", "improve", "engage", "design and transition", "build and obtain", "deliver and support".


6. Introduction to Key terms of 15 ITIL Practices

The following concepts iss covered in the key terms of ITIL practices:

Learn about each of the ITIL practices. The 15 key practices in ITIL include "Information security management", "Relationship management", "Supplier management", "IT asset management", "Monitoring and event management", "Release management", "Service configuration management", "Deployment management", "Continual improvement", "Change enablement", "Incident management", "Problem management", "Service request management", "Service desk", and "Service level management".

You will also learn about the various ITIL terms like IT asset, event, configuration item, change, incident, problem, known error, etc.


7. Learn & Understand Key ITIL Practices

The following concepts are covered in key ITIL practices

Learn about each of the 7 ITIL practices and how they will fit in the whole service level chain. The 7 ITIL practices include "Continual Improvement", "Change Enablement", "Incident Management", "Problem Management", "Service Request Management", "Service Desk", "Service Level Management"


Benefits of Pursuing ITIL v4 Foundation Certification: 

Professional Benefits:

  • Globally Recognized Certification
  • Acquaintance with Standard Service Management Language:
  • Applied Approach towards initiatives improvisation for service delivery, leading to improved customer satisfaction
  • Imbibe Self Confidence, caliber and Capabilities:   
  • Personal and Professional Growth 
  • Salary Increment upto 15% 

Organisation Benefits:

  • Development of Proactive Work Culture and motivated workforce
  • Effective Application of  ITIL tools for better customer experience
  • Demonstrate an evidence-backed, differentiated, value proposition, leading to more customer wins
  • Delivery Optimisation of third-party services
  • Reduction in Training Cost 
  • Clarity of IT costs and assets
  • Empower to  manage business risk and service disruption or failure
  • Eliminate redundant work and improve resource utilisation
  • Maintain performance indicators for benchmarking and direction


  • Globally Authorised Body- Peoplecert
  • LEVEL: Foundation 
  • RE-CERTIFICATION Required: No 
  • Languages: English, Brazilian, Portuguese, Chinese, Dutch, French, German, Italian, Japanese, Polish, Spanish
  • Total Marks: 40
  • PASS MARK: 26 (65%) 
  • Total no. of questions: 40 questions
  • Negative Marking: No 
  • Mode: Online Proctored Exam (closed book) 
  • Type: Multiple Choice, Computerized Adaptive Testing (CAT)
  • Duration of exam: 60 minutes  

Our Training Modalities:

Public Class 

Be Certain! Be Certified! 


  • Online Live Instructor led Training 
  • Class room training Instructor led
  • Highly Qualified Instructors and Experts from the Industry 
  • Peoplecert Authorised courseware
  • End to end Certification assistance

Online Live Class 

Live your Career with our Online Live Class 


Just like our physical classrooms, students attending training through Online LIVE have a real time, live instructor led student experience. The live instructor teaches the course and provides the opportunity for students to ask live questions via voice or instant message (IM) questions during the live training event. 


  • Live synchronous instruction, Students attend training from an outside location anywhere in the world.
  • Access complete set of industry-recognized training with authorized courseware from leading technology vendors.
  • Learn from the same experienced, top-tier instructors.
  • Use Labs on Demand to gain online access to the same client and server technologies we cover in our courses—so you can test, apply and hone your skills on real equipment accessed over the Internet.
  • Reinforce what you’ve learned and gain hands-on experience by accessing labs before and after class.


  • Real-time Instructor led Online Training
  • Doubt Clearing sessions 
  • Interactive virtual classroom experience
  • Insightful training tips, career mentoring and guidance

Corporate Training 

Bring out the Best in your Team with ZOC 


  • Quality training to the employees
  • Customised training solutions
  • Dedicated and strategized learning methodologies to achieve improved and effective ROI
  • Professional Therapy Sessions to pace-up the business growth
  • Individual Counselling and mentoring 

Pay-Scale and Jobs Domains

Employees who knows ITIL earn an average of ₹22lakhs, mostly ranging from ₹10lakhs per year to ₹50lakhs per year based on 4007 profiles. The top 10% of employees earn more than ₹33lakhs per year.

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