Anyone seeking ITIL Foundation certification and everyone interested in aligning IT with business, controlling or reducing IT costs, improving IT service quality, and balancing IT resources in the most effective manner. All IT professionals, IT project managers, IT managers, IT project or team members, coordinators, network operators, business process analysts, IT architects, consultants, systems integrators, help desk managers and staff, planners, managed service providers, outsourcers, application developers, and other IT-related positions.
Familiarity with IT terminology and IT-related work experience are recommended.
In this exciting and dynamic course, you will get an introduction to the lifecycle of managing IT services to deliver to business expectations. Using an engaging case study, you’ll learn the core disciplines of ITIL best practices. Upon completing this course, you’ll be well positioned to successfully complete the associated ITIL exam required for entry into the future ITIL intermediate-level training courses.
ITIL covers five core disciplines:
- Service Strategy
- Service Design
- Service Transition
- Service Operation
- Continual Service Improvement
These disciplines represent a service lifecycle framework that further enhances alignment to the business while demonstrating business value and ROI and enabling IT to solve specific operational needs.
This course includes handouts and references useful after the class, as well as practice sessions, quizzes, exam strategies, and test-taking tips. The one-hour ITIL Foundation exam will be offered on the last day of class at 3:30 PM.
ITIL is a registered trademark ofÿAXELOS Limited, used under permission ofÿAXELOS Limited. All rights reserved.
1. Service Management Defined
- IT services and what they really do
- How IT services deliver value to customers
- Value and importance of IT service management
2. ITIL Introduction
- Good practices
- Ease ITIL adoption
- ITIL qualification scheme, bodies, and certifications
3. Service Strategy
- Design, develop, and implement service management
- Service management as a strategic asset
- Setting objectives and expectations
- Identify and select prioritization opportunities
4. Service Design
- Design and develop services
- Develop processes
- Design principles and methods
- Convert strategy into services
5. Service Transition
- Develop and improve capabilities
- Improved methods for transitioning new and changed services into operation
- Manage the complexity related to changes
- Prevent undesired results while enabling innovation
6. Service Operation
- Effectively and efficiently deliver support services
- Ensure value to customer and service provider
- Maintain stability while allowing for change
- Organize to improve IT support to customers
7. Continual Service Improvement
- Create and maintain value for customers
- Importance of better design, introduction, and operation of services
- Improving service quality, business continuity, and IT efficiency
- Link improvement efforts to strategy, design, and transition
8. Exam-Taking Tips
- Important techniques to help you pass your exam