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Course ID: 252814

e-Learning Bundle

ITIL® 2011 Edition Foundation Syllabus Part 1

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Agenda

Organizations that provide IT services to internal or external customers need to provide excellent services to enhance value to the organization. The IT Infrastructure Library (ITIL®) can help organizations achieve these goals and increase external and internal customer satisfaction. To be successful, an organization needs to have the capabilities to manage these services and good practices to ensure these capabilities are fully utilized. This course addresses using service management as a practice for IT companies. This course will assist the learner in preparing for the ITIL® Foundation level certification examination and is aligned with the ITIL® 2011 Edition syllabus. ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries.
  • match the organizations involved with the IT infrastructure library and examinations with their role
  • identify the reasons for ITIL®'s success
  • identify the features of the ITIL® qualification and examination scheme
  • identify how a service can provide value
  • identify the features of services
  • identify the features of Service Management
  • recognize the importance of Service Management and the challenges service providers face
  • match each ITIL® volume with a description of what it provides
  • recognize the goals and objectives of each Lifecycle stage
  • recognize the scope of each Service Lifecycle stage
  • recognize the value of each Service Lifecycle stage
  • recognize the characteristics of lifecycle functions and processes
  • recognize the scope, goals and objectives, and Service Lifecycle stage in a given example
IT organizations face a variety of challenges to maintain a strategic advantage over their competitors. Within IT Infrastructure Library (ITIL®), Service Strategy is a stage of the Service Lifecycle that helps IT organizations create value for their organizations through their service assets. This course examines how value is created through service assets, and how these service assets can perform better through service automation. It also details two processes: Strategy Management for IT services and Service Portfolio Management. This course will assist the learner in preparing for the ITIL® Foundation certification examination and is aligned with the ITIL® 2011 Edition Foundation Syllabus. ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries.
  • describe the basic Service Strategy concepts
  • recognize how organizations use assets to create and add value
  • recognize how to implement service automation guidelines
  • identify the advantages of service automation
  • recognize how to use basic Service Strategies to add value
  • recognize key considerations for the Strategy Management of an organization's IT services
  • recognize how strategic management provides value to an organization
  • describe the activities of the strategic assessment and strategy generation stages of the Strategy Management process for IT services
  • describe the activities of the strategy execution stage and the measurement and evaluation stage of the Strategy Management process for IT services
  • identify key CSFs, KPIs, challenges, and risks of Strategy Management for IT services
  • recognize the activities of the define and analyze phases of the Service Portfolio Management process
  • recognize the activities of the approve and charter phases of the Service Portfolio Management process
  • identify key CSFs, KPIs, challenges and risks of Service Portfolio Management
  • describe the main considerations for the Strategy Management of an organization's IT services, given a scenario
  • identify the activities of the Strategy Management process for IT services, given a scenario
  • identify the activities of the Service Portfolio Management process, given a scenario
In order to decide the best path for an IT service organization to grow, service providers need to develop a strategy to maintain an advantage over their competitors. This course details the processes that affect Service Strategy: Demand Management, Financial Management, and business relationship management. This course will assist the learner in preparing for the ITIL® Foundation certification examination. This course is aligned with the ITIL® Foundation Syllabus. ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries.
  • identify the challenges in managing demand for services
  • distinguish between SLPs and CSPs
  • recognize the characteristics of Financial Management concepts
  • recognize examples of Financial Management key inputs
  • recognize examples of Financial Management key outputs
  • recognize key features of Risk Management
  • recognize key considerations for business relationship management in an organization's IT services
  • describe how business relationship management supports customer satisfaction in Service Strategy
  • identify key CSFs, KPIs, challenges and risks of business relationship management
  • recognize how to manage Service Strategy in given scenarios
IT organizations must design their services according to their business objectives, thereby aligning those services with their business needs. Within ITIL®, Service Design is a stage of the Service Lifecycle that helps IT organizations create the design specifications to provide these IT services. This course will assist the learner in preparing for the ITIL® Foundation certification examination and is aligned with the ITIL® Foundation Syllabus. ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries.
  • identify the five aspects of Service Design
  • recognize how to ensure that Service Design scope is aligned with business needs
  • identify considerations when designing a service solution
  • identify the options of status within the Service Portfolio
  • match roles in the enterprise architecture with their functions
  • recognize the areas to consider when designing a management architecture that integrates IT needs with business needs
  • identify the features of process design
  • recognize scenarios that illustrate metric tree benefits
  • demonstrate knowledge of the five aspects of Service Design
IT organizations require information to create the design specifications necessary to provide IT services to their customers. Service Design processes are important because they provide organizations with information that will affect their decisions on designing solutions for new or changed services. This course is intended to introduce learners to the Service Design processes. This course will assist the learner in preparing for the ITIL® Foundation Level certification examination and is aligned with the ITIL® 2011 Edition Foundation Syllabus. ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries.
  • recognize the basic concepts of Service Level Management
  • identify the objectives of Service Level Management
  • recognize how to conduct the activities involved in the negotiating phase of the SLM process
  • recognize how to conduct the activities in the monitoring and reporting phases of the SLM process
  • recognize the activities in the reviewing phase of the SLM process
  • Identify the basics of Service Level Management and how to conduct process activities
  • recognize the scope of design coordination
  • describe the activities in the design coordination process
  • identify the challenges and risks of design coordination
  • recognize the characteristics of the Service Catalog
  • recognize which Availability Management formula to use in given scenarios
  • recognize the responsibilities of the Service Catalog manager and the availability manager
  • calculate availability, reliability, and maintainability
  • recognize the focus of Capacity Management subprocesses
  • recognize the components of the Supplier and Contracts Database
  • recognize the responsibilities of the capacity manager and the supplier manager
  • recognize the components of the ISM and the objectives of the ISMS elements
  • sequence the stages of ITSCM Lifecycle
  • recognize the responsibilities of the security manager and the IT service continuity manager
  • recognize Service Design processes, objectives, and basic concepts

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