ITIL® Foundation


Course Description

IT Infrastructure Library® (ITIL®) Certification is the only consistent and comprehensive documentation of best practice for IT Service Management. Used by many hundreds of organizations around the world, a whole ITIL philosophy has grown up around the guidance contained within the ITIL books and the supporting professional qualification scheme. The purpose of the ITIL Foundation certificate in IT Service Management is to certify that you have gained knowledge of the ITIL terminology, structure and basic concepts and have comprehended the core principles of ITIL practices for Service Management.

 

Course Objective

At the end of the program, the participants will be able to :

  • Identify the principles and concepts of IT Service Management based on ITIL
  • Identify the Best Practices of implementing ITIL in an organization
  • Define the terminology used in ITIL
  • Identify the concepts and definitions used in the Service Lifecycle
  • Define Service Strategy concepts
  • Define Service Design concepts
  • Define Service Operations concepts
  • Define Service Transition concepts
  • Define Continual Service Improvement concepts
  • Define the roles, processes, and components within key areas of IT Service Management based on ITIL
  • Prepare the participants to take the ITIL® Foundation Certification Exam
 

Target Audience

IT Professionals, IT Support Staff, Application, Project and Business Managers, and any member of an IT team involved in the delivery of IT Services.

 

Duration

This program is 3 days of intensive training class.

 

Course Outline

Module 1 : Introduction
  • Introduction/Housekeeping
  • Introduction to key ITIL concepts
  • IT as a Service
  • Introduction to processes and process management
  • The Service Lifecycle approach
Module 2 : Service Strategy
  • Purpose, goal, objectives & Scope
  • sValue Creation through Services
  • Assets – Resources and Capabilities
  • Service Strategy – Main activities
  • Service Strategy processes
  • Service Portfolio management
  • Demand management
  • Financial management
  • Business Relationship Management
Module 3 : Service Design
  • 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
  • Design Coordination
Module 4 : Service Transition
  • 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
Module 5 : Service Operation
  • 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
Module 6 : Continual Service Improvement
  • 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
Module 7 : Exam Preparation