In the ITIL® Foundation course, participants will receive an introduction to the Information Technology Infrastructure Library, commonly known as ITIL. ITIL provides a set of best practices that are commonly used by IT organizations around the world to improve quality, cost-effectiveness and responsiveness to the business. In this class, participants will be introduced to ITIL best practices and learn how organizations can use this information to conduct business activities more efficiently and effectively. Upon completion of this course, participants will be qualified to attend more advanced ITIL courses that provide more details about ITIL best practices and how they can help the organization.
ITIL offers a lifecycle approach to managing information technology in an organization, which includes the following stages:
Service strategy
Service design
Service transition
Service operation
Continual service improvement
These lifecycle stages allow organizations to structure their activities appropriate to the requirements of the business.
Please note, this course and all of our accredited ITIL courses are only offered together with the respective exam.
ITIL is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
By the end of this course, participants will have the leadership toolkit to shape and steer GenAI portfolios across their organization.
Strategic Application
Course Introduction
- What is ITIL?
- Why are the best practices important?
- Public vs. proprietary approaches
- Sources of best practice
- Benefits of ITIL
- The concepts of a service
- Types of services
- What is service management?
- Challenges of service management
- Utility, warranty and value
- Service providers
- Stakeholders
- Assets
- Processes
- Functions
- Roles
- RACI
- The service lifecycle map
- The service lifecycle map
- Purpose
- Objectives
- Scope
- Business value
- Basic Concepts
- Service portfolio management
- Business relationship management
- Financial management for IT services
- The service lifecycle map
- Purpose
- Objectives
- Scope
- Business value
- Basic concepts
- Design coordination
- Service catalogue management
- Service level management
- Supplier management
- Availability management
- Capacity management
- IT service continuity management
- Information security management
- The service lifecycle map
- Purpose
- Objectives
- Scope
- Business value
- Transition planning and support
- Service asset and configuration management
- Change management
- Release and deployment management
- Knowledge management
- The service lifecycle map
- Purpose
- Objectives
- Scope
- Business value
- Basic concepts
- Event management
- Incident management
- Problem management
- Request fulfillment
- Access management
- The service desk
- Technical management
- IT operations management
- Application management
- The service lifecycle map
- Purpose
- Objectives
- Scope
- Business value
- Basic concepts
- The seven-step improvement process
Each student receives a copy of the following Kindle books:
- Service Management Foundation Exam Guide
- Service Management Foundation Exam Question – Set I
- Service Management Foundation Exam Question – Set II
- Core Elements of Service Management Foundation
- Americanized Service Management Glossary
hands-on learning model
Access to sanitized process maps, KPI definitions, candidate initiative lists, and basic cost baselines (time, cycle time, error or rework rates)
Speak with a Cognixia specialist about enrollment options, custom cohorts for your leadership team, or tailored delivery formats for your organization.
One of our specialists will contact you within one business day.
Asked Questions
Find details on duration, delivery formats, customization options, and post-program reinforcement.
This course is highly recommended for:
- IT professionals
- Service desk professionals
- Business professionals
- Executive leadership
- Service management professionals
- Incident managers
- Problem managers
- Business relationship managers
- Change managers
- Quality improvement professionals
A minimum internet speed of 2 MBPS is recommended.
All the sessions are recorded. So even if you miss a class, you can access a recorded video of the session in your LMS.
You will get lifetime access to LMS and all the learning material in it.
of the future
Enroll your leadership cohort in Designing GenAI Use-Case Portfolios & Business Cases.
Custom cohorts available for enterprise teams.