ITIL® Foundation Course
Key Principles for a Quality IT Infrastructure
This IT Infrastructure Library® (ITIL) V3
Foundation course is designed to enable
participants to understand the key principles,
processes, functions, roles and benefits that
enable Service Management staff to deliver and
support quality IT services to their customers.
This course prepares participants for the entry-level I TIL V3 - ITIL Foundation - qualification.
Service Management as a Practice
Overview of service life cycle importance
Key definitions
Process models and characteristics
Generic roles and responsibilities
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Functions
- Service desk
- Technical management
- IT operations management
- Application management
Technology and main output
Roles and responsibilities
Benefits
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Prerequisites
While previous knowledge of ITIL is not required
to complete this course, Service Management
knowledge is beneficial.
Course Level
Basic
Who Should Attend
This course is designed for:
Individuals who require a fundamental
understanding of the ITIL V3 framework
and how it may be used to improve the
quality of IT Service Management within an
organization
IT professionals who are working within an
organization that has incorporated, or will be
incorporating, the I TIL V3 framework
All other staff involved in delivering I T
services that use the ITIL V3 methodology
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Service Strategy
The three tensions of value creation
Utility and warranty
Capabilities and resources
Service provider types
Processes
- Service Portfolio Management (SPM)
- Demand Management (DM)
- Financial Management (FM)
Technology and main output
Roles and responsibilities
Benefits
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Continual Service Improvement
Service measurement and Key Performance
Indicators (KPIs)
Baselines and benchmarks
Deming cycle
CSI model and knowledge management
Technology and main output
Roles and responsibilities
Benefits
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Service Design
The four Ps and five major aspects
Processes
- Service Catalogue Management (SCM)
- Service Level Management (SLM)
- Capacity Management (CM)
- Availability Management
- IT Service Continuity Management
(ITSCM)
- Information Security Management (ISM)
- Supplier Management (SM)
Technology and main output
Roles and responsibilities
Benefits
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Summary
The service life cycle
Service life cycle governance
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Operational Elements
Service technology benefits
Generic benefits
The ITIL qualification scheme
Review and next steps
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Performance Focus
Service Management and the importance of
ITIL V3
Business and IT integration
The importance of Service Operation and
Service Transition phases
Service design and strategy
Continuous Service Improvement
Preparation for the ITIL V3 Foundation exam
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About the ITIL Foundation Exam
The ITIL Foundation exam consists of 40 questions in a
multiple-choice format. Delivery is online or paper-based,
and participants must achieve a passing score of 65% or
above. The maximum duration of this closed book exam
is 60 minutes.
What You Will Learn
Upon completion, participants will be able to
demonstrate knowledge and understanding
of an internationally recognized best practice framework that if correctly adopted and
adapted will help an organization create a more
structured value-add I T infrastructure.
Service Transition
Key principles
Processes
- Change Management (CM)
- Service Asset and Configuration
Management (SACM)
- Release and Deployment
Management (RDM)
- Knowledge Management (KM)
Technology and main output
Roles and responsibilities
Benefits
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Course Overview
Getting Started
Introductions
Course structure
Course goals and objectives
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Service Operation
Conflicting priorities
Key principles
Processes
- Event and Incident Management
- Request Management
- Problem Management
- Access Management
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Want this course delivered onsite to your company or team? Enhance the class experi- ence by adding real-world simulation into the mix. Highly interactive and experiential, IIL’s imulation integrates proven learning theory with leading-edge computer technology and game-based simulation techniques to deliver lasting benefits. Read more about ITSM simulation on page 54. Incorporate Simulation into this Course
Take advantage of the flexibility, customization, focus and control that onsite training offers and let us tailor a course or program to align with your
company’s mission, values and unique business needs. We can deliver any course to your team or organization in a private format - at your location, at
one of our training sites or in a virtual setting. Email us at onsite@iil.com for a free consultation today or visit www.iil.com/onsite for more information.
TRADI TIONAL CLASSROOM: Engage with our instructors and a diverse group of peers in a Traditional Classroom version of this course.
#5103 / 3 Days
CEU Credits: 2.1 / PDU Credits: 21
Price: USD 1595
