TRADITIONAL CLASSROOM: Engage with our
instructors and a diverse group of peers in a
Traditional Classroom version of this course .
VIRTUAL CLASSROOM: Dynamic and fully
interactive, a live, online version of this course is
led by an instructor and conducted in real time .
ON-DEMAND LEARNING: Set your own pace
with a recorded online version of this course
and log on when and where you learn best .
Customized Learning: We will tailor any course based on your company’s needs .
For a free consultation or quote please email Learning@iil.com or visit www.iil.com/onsite.
#PM7069 / 21 Hours
CEU Credits: 2 .1 / PDU Credits: 21
Price: USD 950
IIL/University Price: USD 1150
ITIL® and IT Infrastructure Library® are registered trad marks of AXELOS Limited. The Swirl logo™ is a trade mark of AXELOS Limited. The ITIL Accredited Training Organization logo is a trade mark of AXELOS Limited.
ITIL Passport is accredited by the APM Group to
support self-study distance learning for the ITIL
Foundation exam . IIL’s self-study products aim
to provide you with a straightforward route to
becoming a fully certificated professional in your
own time and at your own pace . ITIL Passport
is compatible with laptops, desktops, android
tablets, iPads, and mobile devices .
Note: The ITIL Foundation exam fee is included in
the course price.
Service Management knowledge is beneficial,
however, previous knowledge of ITIL is not
required to complete this course . This is
the entry level to preparation for the ITIL
Who Should Attend
• Individuals who require a fundamental
understanding of the ITIL framework and how
it may be used to improve the quality of IT
Service Management within an organization
• IT professionals that are working within an
organization that has incorporated or will be
incorporating, the ITIL framework in order to
provide better IT services
• All other staff involved in delivering IT services
that use the ITIL methodology
What are the benefits?
• Provides flexibility for those wishing to study
at a time, pace, and place convenient to them
• A flexible choice of self-study options
using innovative leading-edge eLearning
developed by industry experts
• A cost-effective solution for both individuals
• People using IIL e-Learning products
consistently achieve a higher score in the
• Achieving the Foundation Certificate using
Passport will enable candidates to progress
on to further levels with the ITIL qualifications
• Online learning gives you the freedom to
access from any location .
What You Will Learn
You’ll learn how to:
• Demonstrate knowledge and understanding
of an internationally recognized, best practice
framework, that if correctly adopted and
adapted, will help the organization create a
more structured value-add IT infrastructure,
in order to better meet the demands of its
customers’ business objectives
• Prepare and practice for the ITIL Foundation
• Follow a business idea from concept to
production, and continue to improvement
Getting to grips with ITIL Terminology. What is IT
Infrastructure Library? Why is ITIL so successful?
ITIL Lifecycle Core . Foundation Certificate in IT
Service Management .
Service Management as a Practice
Definition of a Service . Concepts of Service
Management . Need and Source for Best Practice .
What is a Service? Types of Service . Who are
the Stakeholders? Key Definitions . What are
Processes? Functions and Roles . Key Roles . The
RACI Matrix .
Purpose, Objectives and Scope . Creation of
Value . Components of Value . How Customers
Perceive Value . Assets, Resources and
Capabilities. Service Provider Types. Service
Strategy Processes. Business Relationship
Management . BRM vs . SLM . Service Portfolio.
Service Portfolio Management . Risk
Management . Financial Management . Business
Case . Value to Business .
Purpose, Objectives and Scope . Five Aspects
of Service Design . Service Design Package .
Four Ps of Service Design . Service Design
Processes . Design Coordination . Service
Catalogue Management . Service Catalogue
Views. Service Level Management . How Service
Level Management Works. SLA Contents,
Monitoring and Interactions. Availability
Management . Availability Management
Explained . Capacity Management . IT Service
Continuity Management . Information Security
Management . Supplier Management . Value to
Purpose, Objectives and Scope . Service
Transition Processes. Transition Planning
Support . Change Management . Change
Management Process Flow and Interactions .
Release and Deployment Management . Service
Asset Configuration Management . Knowledge
Management . Value to Business .
Purpose, Objectives and Scope . Communication .
Service Operation—Functions and Processes.
Service Desk . Application and Technical
Management . IT Operations Management . Event
Management . Incident Management . Incident
Management Procedure . Request Fulfilment .
Access Management . Problem Management .
Problem Management Procedure . Value to the
Continual Service Improvement
Purpose, Objectives and Scope . Deming Cycle .
CSI Approach . Measurement Metrics. CSF KPI . CSI
Register. Seven Step Improvement . Governance .
Value to Business.
Technology Considerations . Technology Benefits.
Core Requirements. Tool Selection .
Competence and Training . Qualifications .
Foundation Exam Overview. Foundation Exam
Approaches. (Hints and tips on exam approach;
style of questions) Full Foundation exam
simulation with references to both the eLearning
Module / Lesson and the ITIL Syllabus and
interactive adaptive reasoning feedback .
ITIL® Passport Foundation
On-Demand Training for ITIL