$1,445.00
| Duration | Three Days |
Description
Public deliveries will be on the new ITIL® 4 Foundation. Course information is HERE
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® Foundations 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.