Course Description
This course prepares you with the skills to earn the ITIL (2011) Foundation certification. The exam is included and is taken on day 3 of the course.
This ITIL training course will teach you:
- Benefits of IT Service Management
- The benefits of implementing each ITIL process
- Business and IT Alignment - the connection
- The Five Phases of the IT Service Management Lifecycle
- Common Terminology
- Service Strategy - Manage IT Services as Strategic Assets
- Service Design - Satisfy business needs with effective and efficient IT services
- Service Transition - Manage change and deploy into production with confidence
- Service Operation - Deliver, support and optimize production services
- Continual Service Improvement - Learn from failures, capitalize on successes, and deliver better service tomorrow
- Identifying the Voice of the Customer to unite IT Service and Customer Requirements
- Special Bonus: Receive a FREE exam voucher for the ITIL exam (a $150 value)
Just as PMI has set the standards for Project
Management around the world, ITIL is the most widely accepted approach
to IT Service Management in the world. This three-day course introduces
the fundamentals of IT Service Management (ITSM) based on ITIL (2011) of
the IT Infrastructure Library (ITIL). Originating in the UK, ITIL has
been adopted for its proven ability to help IT departments cut costs and
improve service. The purpose of the ITIL Foundation certificate is to
understand ITIL terminology, structure, basic concepts and the core
principles of IT Service Management best practices.
IT is the world's best success story. No industry
has grown as fast or changed with such lightning speed. Yet, IT service
retains a lingering perception of being non-responsive to customer
needs that can only be corrected by being better connected with the
business component of the organization. ITIL practices can cut costs,
improve support, and identify business opportunities. The ITIL
Foundation demonstrates how to incorporate ITIL principles easily and
effectively. This three-day course prepares IT professionals with the
key IT Service Management concepts and processes of ITIL and offers
them the skills to pass the one-hour, 40-question certification exam to
become ITIL Foundation certified. This certification is the core and
first step in the array of ITIL certifications and ASPE offers this
fully accredited course to support your career goals.
This ITIL Exam Prep course includes handouts and
references for use after the class, as well as practice sessions,
quizzes, exam strategies, and test-taking tips. Our goal is to help you
succeed in this critical skill certification. An exam voucher is
included as part of the course fee. ITIL Foundation Exam is
administered on the third day of the course.
Secure your training with EXIN-approved training
The British government that controls ITIL has
appointed EXIN (Examination Institute for Information Sciences) to
provide accreditation for ITIL training worldwide. EXIN safeguards and
guarantees the quality of IT Service Management training. EXIN is a
global IT examination provider that establishes educational requirements
and develops examinations as well as learning tracks in the field of
IT. ASPE offers accredited training by an accredited trainer, giving
potential candidates the best preparation for their EXIN exam. Offering
this quality course, ASPE is demonstrating its commitment to achieving
excellence in quality management and meeting the IT industry's needs.
Immediate Benefits of Attending This ITIL Prep Boot Camp
- Develop the skills, information, and confidence to pass the ITIL Foundation Certification Exam
- Recognize how IT Services create value for the business and the importance of IT Service Management in making this happen
- Acquire the key Concepts and Definitions - the key Principles and Models
- Ensure that IT capacity is cost-justified and matched to current and future business needs
- Discover world-class solutions to the most common IT service problems
- Realize the benefits of a methodical and systematic approach to IT service
- Determine how to protect a production environment and its services from disruption due to the release of changes
- Understand how IT and the business units can collaborate to improve overall productivity and efficiencies
- Move to a proactive relationship between IT and the customers and users of IT services
- Ensure the IT facilities and services can be recovered as required by the business
- Respond more effectively to failures and
permanently resolve them by learning the difference between incidents,
problems and known errors
- Utilize and build upon your existing knowledge base and experience to pass the Certification Exam
- Learn how to fix IT service problems - permanently
- Better manage customer expectations by agreeing together about IT service level targets
- Discover how to become more proactive to ensure that customers' requirements are understood and met
- Implement standardized change management
procedures to handle IT service changes efficiently and promptly with
minimum adverse impact on service quality
- Account for all IT assets, configurations and services and ensure the accuracy of that information
- Create a single point of contact for IT customers to receive help, problem resolution and routine services
- Learn how each stage of the service lifecycle contributes to the overall service and how each process and role plays a part
- Receive a voucher for the one hour 'closed book' multiple-choice exam with 40 questions
This is a Workshop Course!
Attendees achieve skills in the integration of the Service Lifecycle and IT Business Requirements via ITIL . Workshops Include:
- Mastering the ITIL principles to increase software and hardware success
- Promoting ITIL processes for cost improvements in software deployment
- Enhancing competitive advantage with ITIL Service Strategies
- Increasing organizational value with ITIL contributions
- Generating efficient audits through ITIL maturity
- Daily exam practice and review sessions
- Receiving the ITIL Foundation Certification exam voucher — A $150 bonus value you receive FREE from ASPE when you attend
Participate in practical exam-oriented exercises:
In-class review exams focus your skills on the ITIL
processes and functions, but also the nature of the ITIL Foundation
Certification Exam itself. Analysis of the types of questions asked and
the form the questions take. Participation in practice exams, allow you
to secure valuable information, gain in recall of important facts and
dramatically increase your test-taking skills.
Specifically, you will:
- Answer sample exam questions based on information learned
- Learn to identify the various ITIL processes
- Gain skill to implement named processes into an organization
- Identify the benefits and challenges of each ITIL process within organizations
- Apply the ITIL models to working environment
- Recognize the basic concepts, activities and roles related to each ITIL process
- Gain practical on the job ITIL skills
- Participate in lively discussions to enhance learning
Who Should Attend ITIL Foundation Certificate Training
This course is for professionals seeking the
opportunity to enhance their careers by achieving certification in ITIL®
Foundation. There are NO prerequisites except the desire to pursue a
better approach to service management and customer service. This course
is especially useful for:
- IT Managers
- Application Developers
- IT Consultants
- Project Managers
- Business Process Professionals
- Systems Integrators
- Business Analysts
- IT Operations Managers
- Service Desk Managers
- IT Operations and Support Professionals
Course Outline
I. Introduction to ITIL® and IT Service Management
- History
- ITIL Terms
- The ITIL Service Lifecycle Model
- Service Strategy Overview
- Service Design Overview
- Service Transition Overview
- Service Operation Overview
- Continual Service Improvement Overview
- Service Life Cycle Key Links
- Service Management Model
Case Study: ITIL Life Cycle in the Case Study Organization
Exam Questions: ITIL & Service Management
II. Continual Service Improvement
- Purpose, Objectives, Scope and Value of Continual Service Improvement
- ITIL Terms & Concepts
- Service Management Functions
- Service Desk
- IT Operations Management
- Technical Management
- Application Management
- Continual Service Improvement Key Concepts
- The Deming Cycle
- Continual Service Improvement Approach
- Metrics
- Continual Service Improvement Process
- The Seven-Step Improvement Process Overview
Case Study: Apply Continual Service Improvement concepts to the Case Study Organization
Exam Questions: Continual Service Improvement
III. Service Operation
- Purpose, Objectives, Scope and Value of Service Operation
- Processes
- Incident Management
- Purpose, Objectives, Scope, Basic Concepts
- Incident Management Activities
- Interfaces to other ITSM Processes
- Problem Management Overview
- Purpose, Objectives, Scope, Basic Concepts
- Problem Management Activities
- Interfaces to other ITSM Processes
- Event Management Overview
- Request Fulfillment Overview
- Access Management Overview
Case Study: Apply Service Operation concepts to the Case Study Organization
Exam Questions: Service Operation
IV. Service Transition
- Purpose, Objectives, Scope and Value of Service Transition
- Processes
- Transition Planning and Support Overview
- Change Management
- Purpose, Objectives, Scope, Basic Concepts
- Change Management Key Activities
- Interfaces to other ITSM Processes
- Release and Deployment Management Overview
- Service Asset and Configuration Management Overview
- Knowledge Management Overview
Case Study: Apply Service Transition concepts to the Case Study Organization
Exam Questions: Service Transition
V. Service Design
- Purpose, Objectives, Scope and Value of Service Design
- Key Concepts
- 4 P's of Service Design
- 5 Service Design Aspects
- Service Design Package
- Processes
- Design Coordination Overview
- Service Catalog Management Overview
- Service Level Management
- Purpose, Objectives, Scope, Basic Concepts
- Service Level Management Activities
- Interfaces to other ITSM Processes
- Supplier Management Overview
- Capacity Management Overview
- Availability Management Overview
- IT Service Continuity Management Overview
- Information Security Management Overview
Case Study: Apply Service Design concepts to the Case Study Organization
Exam Questions: Service Design
VI. Service Strategy
- Purpose, Objectives, Scope and Value of Service Strategy
- Processes
- Service Portfolio Management Overview
- Business Relationship Management Overview
- Financial Management for IT Services Overview
Case Study: Apply Service Strategy concepts to the Case Study Organization
Exam Questions: Service Strategy
VII. Wrap-Up and Review
- The ITIL Service Lifecycle Model Review
- Service Strategy Review
- Service Design Review
- Service Transition Review
- Service Operation Review
- Continual Service Improvement Review
VIII. Course Recap
- Mock Exam Prep
- Mock Exam
- Mock Exam Score
- Exam Prep
- Exam
Substitution & Cancellation Policy:
You may cancel or reschedule up to 21 days prior to the start date of the class at no penalty. For any cancellation or reschedule requests within 21 days, the full course tuition is still due and not eligible for refund. Any paid tuition will be credited towards a future class and must be used within 12 months.
*Partner delivered courses may be subject to different cancellation terms