ITIL® Foundation (v3, 2011)

Gain a strong understanding of the entire ITIL framework and guidelines

Course Code : 7004
ITIL® Foundation (v3, 2011) 0 5 0

$1995

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.

ITIL is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Schedule classes

Looking for more sessions of this class?
itil

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

  • 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
View More

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

Customer Reviews

Name
Email
Review Title
Rating
Review Content

No reviews yet