ITIL® 2011 Foundation with Case Study

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This course provides material for:
Certificate: ITIL Foundation

Overview

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.

Objectives

After successful completion of this course and it's labs you should be able to:
  • Identify the principles and concepts of IT Service Management based on ITIL
  • Identify the best practices of implementing ITIL in an organization
  • Define the terminology used in ITILIdentify the concepts and definitions used in the Service Lifecycle
  • 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

Audience

This course is designed for
  • IT Professionals
  • IT Support Staff
  • Application, Project and Business Managers
  • Any member of an IT team involved in the delivery of IT Services.

Syllabus

Introduction

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

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

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

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

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

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

Exam Preparation

  • Sample Exams
  • Feedback
  • Recap

Training provider

Teaching mode:
Classroom - Instructor Led
Online - Instructor Led
Duration: 3 days
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Top skills covered in this course

ITIL
United States
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IT service management
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Information technology operations
United States
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