ITIL Foundations Training

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

Training for your Team

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

What people say about our training

I enjoyed the Adobe Contribute SC5 class very much! The instructor was an amazing mentor.
Luisa Shellhorn
PCE
I was surprised by how simple it was to join the class and interact even though we were in different locations. I learned as well or better than I would have in person.
Joy Brown
The Ohio State University
Well paced, good coverage, very complete.
William Lieberman
Jacobs
I had a great experience, and this a great way to move quickly through a large amount of data and how-to instruction.
Lenny Morales
St. Francis

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