ITIL® Foundation (v3, 2011)

Course Code: 7004

$1995

Overview
Schedule classes
What you'll learn
Outline
Prerequisites
Who should attend
Certification

Overview

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.

Schedule classes

Looking for more sessions of this class?

Course Delivery

This course is available in the following formats:

Live Classroom
Duration: 3 days

Live Virtual Classroom
Duration: 3 days

What You'll learn

Basic concepts of IT service management
Structure of the ITIL® lifecycle
Details about ITIL® processes and functions
How ITIL® processes and functions work together
ITIL® terms and definitions for common IT activities
Business value of ITIL® processes and activities
Service strategy
Service design
Service transition
Service operation
Continual service improvement
Basic concepts of service management
Incident management
Problem management
Change management
Service level management
Service asset and configuration management
Business relationship management
Continual service improvement

Outline

Module 1: Course Introduction

Course Introduction

Module 2: Basic Concepts of Service Management

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

Module 3: Service Strategy

The service lifecycle map
Purpose
Objectives
Scope
Business value
Basic Concepts
Service portfolio management
Business relationship management
Financial management for IT services

Module 4: Service Design

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

Module 5: Service Transition

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

Module 6: Service Operation

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

Module 7: Continual Service Improvement

The service lifecycle map
Purpose
Objectives
Scope
Business value
Basic concepts
The seven-step improvement process

Supporting Material

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

Prerequisites

None

Who Should Attend

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

Interested in this course? Let’s connect!

ITIL Certification Exam

The ITIL® Foundation exam is a 40 question multiple-choice exam. Native English speakers are allowed 1 hour to take the exam. If English is your second language you are allowed an additional 15 minutes for a total of 1 hour and 15 minutes. A passing score on the exam is 26 or more correct out of 40 questions or 65% or above. The ITIL® Foundation certification is an entry-level certification that demonstrates a baseline level of knowledge about service management terms, definitions, activities, and concepts. The exam can be delivered paper-based or online. The ITIL® Foundation certification is a prerequisite for more advanced ITIL® classes that delve into more details about service management and improving quality and cost-effectiveness in an organization