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ITIL® 2011 Foundation Training

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ITIL® 2011 Foundation Training - Introduction to ITIL Training

3 day Instructor-led Training Course (with Exam)

 

An experience you don't want to miss...

ITIL       Foundation    This email address is being protected from spambots. You need JavaScript enabled to view it.

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. The course introduces the principles and core elements of IT service management (ITSM) based on ITIL. 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.

This course is delivered using an exciting case study designed to further enhance and cement the candidates understanding of ITIL. Students who have attended this course are suitably prepared to successfully take the associated ITIL Foundation certification test which is a requirement for attending any of the further learning courses (ITIL intermediate level training) available in this track.

 

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 Objectives

At the end of this course, you will be able to:

  • Identify the best practices of implementing ITIL in an organization.
  • Define the terminology used in ITIL
  • Identify the concepts and definitions used in the Service Lifecycle.
  • Identify the principles and concepts of IT Service Management based on ITIL.
  • Define Service Strategy concepts
  • Define Service Design concepts
  • Define Service Operations concepts
  • Define Service Transition concepts
  • Define Continual Service Improvement concepts
  • Define the roles, processes, and components within key areas of IT Service Management based on ITIL
  • Prepare the student to take the ITIL Foundation Certification exam

 

Prerequisites

There are no pre-requisites for this course, although a basic knowledge of Service Management concepts will be helpful.

 

Course Outline

1. Introduction

  • Introduction/Housekeeping
  • Introduction to key ITIL concepts
  • IT as a Service
  • Introduction to processes and process management
  • The Service Lifecycle approach

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

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

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

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

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

7. Exam Preparation

  • Sample Exams
  • Feedback
  • Recap

 

 We are proud to be Accredited with PeopleCert through our Syzygal Partnership and offer PMI PDU's for our training classes.


Setting a New Standard - Return on Partnerships (ROP) - Working in partnership with Syzygal, IBEX provides professional development ed­ucation, e-learning and consulting solutions. The foundation of our partnership model is specialization in the areas of IT Service Management, Enterprise Governance, Project Management and IT Security Management. Our focus is on supporting and promoting world-renowned, industry recognized frameworks and standards. In doing so, we help our clients develop world-class, business centric IT Services and business change envi­ronments.  With a global reach we can provide your organization with innovative solutions to help navigate your business to tangible and measurable improvements, through direct consultancy engagements or training and education services.

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

 

Contact Information

3295 River Exchange Drive
Suite 212
Sandy Springs, Georgia 30092
USA

Call

(678) 752-7542 x104

Mail

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