ITIL Foundations Training

See Course Outline

Training for your Team

3
Days
  • Private Class for your Team
  • Online or On-location
  • Customizable
  • Expert Instructors
Overview

This three-day hands-on 2011 Foundation certification training program introduces the student to the fundamentals of IT Service Management as described in the IT Infrastructure Library. Accredited by ISEB and EXIN, the course helps students prepare for the certification exam along with acquiring valuable insights from instructors with extensive practical experience in managing IT organizations and deploying successful ITIL-based Service Management programs.
This course features lectures, discussion, team exercises and quizzes. It culminates with an optional, one-hour certification examination.

Goals
  1. Learn the fundamentals of IT Service Management.
  2. Prepare for the certification exam.
  3. Learn to gain expertise and knowledge about service design and strategies.
Outline
  1. Day 1
    1. Introduction
    2. ITIL Concepts
      1. Good Practices
      2. Services
      3. Processes
      4. Roles
      5. Functions
      6. Governance
    3. Continuous Service Improvement
      1. Goals and Objectives
      2. Value to the Business
      3. CSI Model
      4. Integration with other Frameworks, Models, and Quality Systems
      5. CSI Drivers
      6. Deming PDCA
      7. 7-Step Improvement Model
      8. RACI Matrix
      9. Ownership and its role in driving CSI
    4. Service Operation
      1. Goals and Objectives
      2. Value to the Business
      3. Incident Management
      4. Problem Management
      5. Event Management
      6. Request Fulfillment
      7. Access Management
      8. SO Functions
        1. Service Desk
        2. Technical Management
        3. IT Operations Management
        4. Application Management
      9. Enabling Tools and Technology
  2. Day 2
    1. Review Day 1
    2. Service Transition
      1. Goals and Objectives
      2. Value to the Business
      3. Service V Model
      4. Transition and Support Management
      5. Change Management
      6. Service Asset and Configuration Management
        1. Configuration Management Systems
        2. Definitive Media Library
      7. Release and Deployment Management
      8. Service Testing and Validation Management
      9. Evaluation Management
      10. Knowledge Management
      11. Enabling Tools and Technology
    3. Service Design
      1. Goals and Objectives
      2. Value to the Business
      3. 4 P's of Service Design
      4. Service Catalog Management
      5. Service Level Management
      6. Availability Management
      7. Capacity Management
      8. Security Management
      9. IT Service Continuity Management
      10. Supplier Management
      11. Tactical Aspects of Service Design
      12. 5 Key Aspects ofService Design
      13. Roles and Responsibilities
      14. Enabling Tools and Technology
  3. Day 3
    1. Review Day 2
    2. Service Strategy
      1. 4 P's of Service Strategy
      2. 4 step Service Strategy Process
      3. Service Portfolio Management
      4. Demand Management
      5. Financial Management
      6. Business Case
      7. Enabling Tools and Technology
    3. Review Program
    4. Self-Study, Exam Prep
Class Materials

Each student in our Live Online and our Onsite classes receives a comprehensive set of materials, including course notes and all the class examples.

Preparing for Class

No cancelation for low enrollment

Certified Microsoft Partner

Registered Education Provider (R.E.P.)

GSA schedule pricing

88,409

Students who have taken Live Online Training

15,968

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100%

Satisfaction guarantee and retake option

9.45

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Bethesda MD

This class was great, and the ability to take it from home was the cherry on the sundae. It was intensive with lots of practice, rather than just reading and taking notes.

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Signal Hill CA

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