ITIL Foundation training

ITIL® Foundation training from Do Delight is designed to ensure that you clear the ITIL exam in the first attempt. The ITIL® Foundation certification is considered as the entry level qualification in the field of ITIL certification path. Our training focuses on the key elements, concepts and terminologies associated with ITIL service lifecycle management. It includes ITIL Lifecycle Phase Interactions & Outcomes, ITSM processes and Service Management best practices.

What are the course objectives?

• Learn about IT Service Management best practices, generic concepts, key principles, and ITIL® 2011 process models that are required to clear the ITIL Foundation exam
• Gain a comprehensive understanding of the purpose, objective and scope of service strategy, service design, service transition, service operations, and Continual Service Improvement
• Learn how to apply ITIL tools, techniques and concepts to improve efficiency and effectiveness in business changes to optimize customer experience
• Understand how to apply lean principles and automate standard tasks, to improve efficiency of ITSM processes
• Save costs by centralizing activities and teams using well defined fit-for purpose and fit-for-use processes

Who should take this course?

ITIL certification is an essential requirement for professionals who needs a basic understanding of ITIL® framework and how it may be used to enhance the quality of IT service management within an organization. This certification is most suited for:
• IT Managers/Support teams
• System Administrators/Analysts
• Operations Managers
• Database Administrators
• Service Delivery Professionals
• Quality Analysts
• Application Management team/Development team
• Process Owners/Practitioners

How will I become a ITIL Foundation certified?
You will be certified in ITIL® Foundation from AXELOS by following these processes:

Step 1: Appear for ITIL® Foundation exam after completing the training.
Step 2: Score 65% in 60 minutes [i.e. 26 answers out of 40 questions]
Step 3: Earn two ITIL® credits on successful completion of ITIL® Foundation exam

What are the prerequisites for ITIL Foundation certification?
There is no defined eligibility criterion for ITIL® Foundation exam.

The Service Operation (SO) module is one of the qualifications within the ITIL® Service Lifecycle category of the ITIL® Intermediate level. The SO module focusses on coordination of the activities involved during service strategy design and transition phase. This certification is aimed at the professionals involved in management of Service

ITIL® Intermediate SO Certification is an intermediate level certification offered to IT professionals who qualify the ITIL® Service Operation exam. This certification helps professionals in successfully managing the performance of their services and products and also in increasing the quality of IT Service Management.

ITIL® qualifications set international benchmarks of quality for IT professionals all over the world. The value of ITIL® has increased sharply in recent years and an ITIL® certification is fast becoming an entry requirement for a majority of IT-based roles.

After completing this course, you will be able to:
• Describe the Service Operation’s purpose, objectives, scope and value to business and the key components of ITIL library
• Explain the involvement of Service Operation staff within other lifecycle stages
• Describe the Operational Activities in other Lifecycle Stages
• Explain how Service Operation (SO) is organized and how its functions are structured
• List the challenges, critical success factors and risks associated with Service Operations

The demand for certified professionals in the SO module of ITIL® is growing enormously in the global market. Certified professionals can expect different roles such as Service Delivery Manager, Incident Manager, Service Engineer, and Quality Consultant.

Professionals with ITIL® Intermediate SO Certification earns 40% higher salary as compared to non-certified peers. According to the recent surveys by, the average median salary of certified professionals in this field is $81,418 per year.

The target group of the ITIL® Intermediate SO Certificate includes, but is not restricted to:
• Chief Information Officers (CIOs)
• Chief Technology Officers (CTOs)
• Managers
• Supervisory Staff
• Team Leaders
• Service Designers
• IT Architects
• IT Planners
• IT Consultants
• IT Audit Managers
• IT Security Managers

Candidate appearing for the course must hold:
• Earlier ITIL® (V2) Foundation plus Foundation Bridge
• ITIL® Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner bridging routes).

Exam & certification

How will I become a ITIL Intermediate CSI certified?

ITIL Intermediate exam is governed by APMG, EXIN and CSME. Professionals require 21 hours of professional training before attending ITIL Intermediate Exam. The exam fee for ITIL Intermediate exam is different as per governing bodies.
What are the prerequisites for the certification?
To attend the ITIL Intermediate CSI certification exam, one has to be an ITIL Foundation certified

What is the exam structure?
The ITIL® Intermediate CSI exam consists of multiple choice questions with eight questions per paper and is closed book. A candidate has to get 28 marks out of an available 40 to pass (that is, 70%).

The ITIL® Intermediate Exam can be taken online from any country or at a Local Test Centre such as Do Delight. On registering for the exam, candidates will receive a confirmation email. After verification of their ITIL® credentials, candidates can schedule their exam online. For taking the exam online, a webcam is required.

For the ITIL® credentials verifications, candidates are required to furnish a copy of their ITIL® Foundation certificate as well as the course completion certificate for the ITIL® Intermediate level training.

What is the duration of the exam?
The duration of the exam is 90 minutes.

ITIL® Intermediate Continual Service Improvement Certification is an intermediate level certification offered to professionals within the ITIL® qualification scheme. Continual Service Improvement Certificate is a free-standing qualification, but is also part of the ITIL® Intermediate Lifecycle stream, and one of the modules that leads to the ITIL® Expert Certificate in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL® Continual Service Improvement publication.

At the end of Do Delight training in ITIL® Intermediate CSI, you will be able to:
• Define continual service improvement
• Describe continual service improvement principles and processes
• Explain continual service improvement methods and techniques
• Implement continual service improvement
• Define strategies for challenges, CSFs, and risk factors

Do Delight ITIL® Intermediate CSI course provides a complete management-level overview of continual service improvement, and all its related activities. According to some of the leading job websites, ITIL® Intermediate CSI Certification is a pre-requisite for many key roles in the IT sector.

Certified professionals can expect roles such as Service Delivery Team Member, Manager, or Head, Team Lead—Infrastructure, Senior Executive, Manager, Head—IT and many more. Certified professionals in this field are in high-demand and their job prospects grow in keeping with their certification levels. Certified professionals in ITIL® Intermediate CSI field are highly paid for their skills and expertise in the industry. According to recent surveys by, the median salary for certified professionals in this field is $98,619.

The main target group for the ITIL® Intermediate Qualification: Continual Service Improvement includes, but is not restricted to:
• Chief information officers (CIOs)
• Chief technology officers (CTOs)
• Service designers
• IT architects
• IT planners
• IT consultants
• IT audit managers
• IT security managers