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Information Technology (IT) is a forever growing domain with over 10 different fields originating from it, each covering a certain aspect of IT. Such a new field is Information Technology Infrastructure Library (ITIL). The ITIL (Information Technology Infrastructure Library) framework has been formulated to regulate the selection, planning, delivery and support of a business. The aim is to improve efficiency and achieve predictable service levels. With our ITIL training course, you will get a chance to not just be a back-end support but a business service partner.

We’re here to question all your questions like, how will you become well-versed in ITIL. How will you give the certification exam of ITIL 2011? The answer is to Register Now for an ITIL Course at Duke Training Centre.

We’ll not only provide you with a comprehensive training, but also an updated course about ITIL which will help you to become a successful IT Project Manager.

Our course will teach you the required knowledge about the latest version of core ITIL and its best practices. The main objectives of this course are as follows:

  • Comprehension of principles and concepts of IT Service Management as a practice.
  • Comprehension of the core principles and models of ITIL®.
  • Awareness for the roles as defined within ITIL®.
  • Preparing for the ITIL® Foundation Certification Exam.


The Candidate must have a bachelor’s degree related to Information Technology, some prior experience will be appreciated.

Who should attend?

  • Any member of an IT team who wishes to offer the delivery of IT services.
  • Any IT professional having a managerial job (Project and Business managers).
  • Any IT graduate looking to pass ITIL® Foundation Certification Exam.

Market Application / Benefits

  • Our course will make you an expert in ITIL thereby increasing your market value.
  • By passing the ITIL® Certification Exam, you will have a better grip on the concepts of management and you will open new career paths for yourself.
  • You will have a stronger alignment between IT related tasks and the business tasks
  • Business risks and disruption in services will be managed better.
  • Service delivery and customer satisfaction will be significantly improved.
  • The effective utilization of resources will reduce expenses and generate more revenue

Course Outline


  • Introduction/Housekeeping
  • Introduction to key ITIL concepts
  • IT as a Service
  • Introduction to processes and process management
  • The Service Lifecycle approach


  • Purpose, goal, objectives & Scope
  • Value Creation through Services
  • Assets – Resources and Capabilities
  • Service Strategy – Main activities
  • Service Strategy processes
  • Service Portfolio management
  • Demand management
  • Financial management


  • Purpose, goal, objectives & Scope
  • Service Design processes
  • The 4 P’s
  • Service Design aspects
  • Service Catalog Management
  • Service Level Management
  • Capacity Management
  • Availability Management
  • IT Service Continuity Management
  • Service Portfolio
  • Information Security Management
  • Supplier management


  • Purpose, goal, objectives & Scope
  • Service Transition value to the business
  • Technology and architecture in Service Transition
  • Service Transition Processes
  • Change Management
  • The 7 R’s of Change Management
  • Service Asset and Configuration Management
  • Release and Deployment Management
  • Knowledge Management


  • Purpose, goal, objectives & scope
  • Service Operation definitions
  • The Service Desk
  • Technical Management
  • Application Management
  • IT Operations Management
  • Service Operations Processes
  • Event Management
  • Request Fulfillment
  • Problem Management
  • Access Management


  • Purpose, goal, objectives & scope
  • Models and Processes
  • The Deming Cycle
  • Measurement and metrics
  • Continual Service Improvement activities
  • Risk management
  • Continual Service Improvement interfaces
  • Interface with Service Level Management


  • Sample Exams
  • Feedback
  • Recap

Why Choose Us?

  • Our teaching faculty is highly skilled, professional and would teach you how to improvise any problem efficiently.
  • The Duke Training Centre has educated a lot of successful IT professionals in ITIL which is a standing proof of our excellence itself.
  • We make sure to provide personalized attention to all our students so no one’s lagging behind.
  • Our Labs are equipped with top-notch equipment allowing the student to learn in a functional environment.
  • Our rigorous testing methods have known to be our strongest asset as they strengthen the candidate’s concepts and give him an upper edge over his/her competitors.

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