Course Description
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.
TARGET AUDIENCE:This course is designed for IT Professionals, IT Support Staff, Application, Project and Business Managers, Any member of an IT team involved in the delivery of IT Services.
COURSE OBJECTIVES:After successful completion of this course and it's labs you should 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 ITILIdentify the concepts and definitions used in the Service Lifecycle.Define Service Strategy conceptsDefine Service Design conceptsDefine Service Operations conceptsDefine Service Transition conceptsDefine Continual Service Improvement conceptsDefine the roles, processes, and components within key areas of IT Service Management based on ITILPrepare the student to take the ITIL Foundation Certification exam
Agenda
OutlineLesson 1: Introduction |
Introduction/Housekeeping Introduction to key ITIL® concepts IT as a Service Introduction to processes and process management The Service Lifecycle approach |
Lesson 2: Service Strategy |
Purpose, goal, objectives & Scope Value Creation through Services Assets - Resources and Capabilities Service Strategy - Main activities Service Strategy processes Service Portfolio management Demand management Financial management Business Relationship Management |
Lesson 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 |
Lesson 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 |
Lesson 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 |
Lesson 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 |
Lesson 7: Exam Preparation |
Sample Exams Feedback Recap |
Audience
This course is designed for IT Professionals, IT Support Staff, Application, Project and Business Managers, Any member of an IT team involved in the delivery of IT Services.
Comments
Virtual ITIL v3 Foundations (2011 Edition) Online Live training option
Imagine an industry-leading classroom training experience from wherever you have access to the Internet.
The Virtual Online Live events listed here gives you an effective and proven online virtual learning experience with the freedom to attend virtually from anywhere.
There is also an option of experiencing Online Live from one of the many national partner centers where a computer and headset will be provided for you.
This rich and engaging virtual classroom environment lets you conveniently interact with instructors and other students.
You will hear and see your instructor as they teach the course and answer your questions via voice or text.
Choose the online live virtual training option and you can access the recorded version even after the class has finished.
The onDemand labs give you access to the same client and server technologies covered in class so you can test, apply and hone your skills by accessing the labs before and even after the class.
Technical Requirements: a computer or laptop with a modern browser and high speed internet access along with one or two monitors.