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ITIL® Foundation Training
Duration: 3 days
Description:
ITIL® (Information Technology Infrastructure Library) is the most widely accepted approach to IT service management in the world. ITIL® provides a cohesive set of best practice, drawn from the public and private sectors internationally.
The ITIL® Foundation course is the entry level certification course for IT Service Management Best Practices training in ITIL®. This course covers the latest version of core ITIL® best practices presented from a lifecycle perspective. The course introduces the principles and core elements of IT service management (ITSM) based on ITIL® 2011 edition. ITIL® is comprised of five core publications: Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement, promoting alignment with the business as well as improving operational efficiency.
Upon completion of the ITIL® Foundation course, students will have “foundational” knowledge of the functions, roles, and processes that span the service lifecycle. Students will be able to correctly:
- Articulate key concepts
- Use common terminology
- Describe overall goals, benefits, activities, and success factors
- Define concepts in Service Strategy, Service Design, Service Transition, Service operation, and Continual Service Improvement
- Recommend metrics
- Discuss the basic cross-functional dependencies for each
Prerequisites:
There are no pre-requisites for this course, although a basic knowledge of Service Management concepts will be helpful.
Target Audience:
IT Professionals, IT Support Staff, Application, Project and Business Managers, Any member of an IT team involved in the delivery of IT Services.
Course Student Material:
Students will receive an ITIL® Foundation classroom workbook containing all of the presentation materials, course notes, case study, exam syllabi, and sample exams.
Class Agenda:
- Introduction
- ITIL History
- Introduction To The Service Lifecycle
- Introduction To Service Management As A Practice
- Service Strategy
- Service Strategy Goals
- Service Strategy Business Value
- Service Strategy Key Concepts
- Service Strategy Key Functions and Processes
- Service Strategy Roles
- Class Exercises
- Service Design
- Service Design Goals
- Service Design Business Value
- Service Design Key Concepts
- Service Design Key Functions and Processes
- Service Design Roles
- Class Exercises
- Service Transition
- Service Transition Goals
- Service Transition Business Value
- Service Transition Key Concepts
- Service Transition Key Functions and Processes
- Service Transition Roles
- Class Exercises
- Service Operation
- Service Operation Goals
- Service Operation Business Value
- Service Operation Key Concepts
- Service Operation Key Functions and Processes
- Service Operation Roles
- Class Exercises
- Continual Service Improvement (CSI)
- Continual Service Improvement Goals
- Continual Service Improvement Business Value
- Continual Service Improvement Key Concepts
- Continual Service Improvement Key Functions and Processes
- Continual Service Improvement Roles
- Class Exercises
- References
- Glossary
- Acronym List
- Bibliography
- Class Exercises / Practice Exams
About the Course:
Students will receive at least 18 hours of in class instruction and study.
The maximum number of candidates per class is 25.
About the Examination:
The exam is closed book with forty (40) multiple choice questions.
The pass score is 65% (26 out of 40 questions).
The exam lasts 60 minutes.
The exam can be taken in two formats: Paper based or Online.
Credits:
Upon successfully achieving the ITIL® 2011 edition Foundation certificate, the student will be recognized with 2 credits in the ITIL® qualification scheme.
Why Knowledge Peak is best:
- We are a Loyalist Accredited Training Organization (ATO).
- We offer our own Loyalist accredited materials for ITIL® Foundations that include:
- Practical exercises to reinforce topics designed with best practices in adult learning in mind
- Illustrated examples
- Sample exams to reinforce key concepts
- Reference material (glossary, acronym list, and process summaries)
- We offer ITIL® Intermediate level courses accredited by Loyalist and APMG.
- We offer in-class and virtual instructor led delivery
- We offer private / onsite classes anywhere.
- Our pricing is significantly lower than most of our competitors. Why pay more for lower quality elsewhere?
- Our instructors are all Certified ITIL Experts.
- All of our instructors have practical experience and offer consulting expertise.
- Knowledge Peak offers our BluePrint for Success workshops which are designed to build skills in focused areas of I.T. service management.
What our customers are saying:
- Instructor made what could have been a dry topic fascinating and fun! – CIO
- Instructor was fantastic – technically competent, knowledgeable, humor was incorporated, great real life examples. – IT Manager
- Excellent job! – CIO
- Best instructor I’ve had – kept my attention which is hard to do. – IT Staff Member
ITIL® is a Registered Trademark of the Office of Government Commerce in the United Kingdom and other countries.
The Swirl logo™ is a Trade Mark of the Office of Government of Commerce.
IT Infrastructure Library ® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries
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