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IT Infrastructure Library (ITIL®) Foundation Certification (2011 Edition)

Course Length: 3 days

 

 Overview:

If you are an IT professional looking to get into IT service management using ITIL best practices, the IT Infrastructure Library (ITIL®) Foundation Certification (2011 Edition) course is the first step in your preparation. The course will prepare you for the ITIL Foundation exam, introducing you to basic concepts used in IT service management. In this course, you will acquire the essential skills and information necessary to lead and manage an IT business service through every stage of its lifecycle.

Implementing and supporting IT services in the workplace can often be a daunting task since all organizations differ in key ways. Whether it's upgrading from one service to another, improving an existing service, or designing a service from scratch, business focused leadership and management are crucial elements of services that your customers will perceive as valuable. The course will prepare you for the ITIL Foundation exam, introducing you to basic concepts used in IT service management. In this course, you will be introduced to the fundamental concepts of ITIL to prepare you for the Foundation Certification.

This course is accredited by PEOPLECERT.

 

Note:  This class is also offered Virtually on-line live.  It includes print and digital book, exam and exam pass guarantee.

 

 Course Objectives:

In this course, you will describe the basic fundamental concepts of ITIL, and identify the phases of the IT Service Management Lifecycle. You will do so by first analyzing existing services in the Continual Service Improvement (CSI) state, and then working back through the service lifecycle to the initiation of services in Service Strategy (SS).

You will:

  • Describe the history and basic concepts of ITIL.
  • Describe Continual Service Improvement in the IT Service Lifecycle.
  • Describe Service Operation in the IT Service Lifecycle.
  • Describe the various functions of Service Operation Lifecycle in the IT Service Lifecycle.
  • Describe Service Transition in the IT Service Lifecycle.
  • Describe Service Design in the IT Service Lifecycle.
  • Describe Service Strategy in the IT Service Lifecycle.

 

Course Content

 

Lesson 1: Introduction to ITIL

 

 Topic A: ITIL Basics

 Topic B: The Service Lifecycle

 

Lesson 2: Continual Service Improvement

 

 Topic A: Purpose, Objectives, and Scope of CSI

 Topic B: CSI Principles

 

Lesson 3: Service Operation

 

 Topic A: Basic Concepts of Service Operation

 Topic B: The Event Management Process

 Topic C: The Incident Management Process

 Topic D: The Problem Management Process

 Topic E: The Request Fulfillment Process

 Topic F: The Access Management Process

 

Lesson 4: Service Operation Functions

 

 Topic A: The Service Desk Function

 Topic B: The Technical Management Function

 Topic C: The IT Operations Management Function

 Topic D: The Application Management Function

 

Lesson 5: Service Transition

 

 Topic A: Basic Concepts of Service Transition

 Topic B: The Change Management Process

 Topic C: The SACM Process

 Topic D: The Release and Deployment Management Process

 Topic E: The Knowledge Management Process

 

Lesson 6: Service Design

 

 Topic A: Basic Concepts of Service Design

 Topic B: The Service Level Management Process

 Topic C: The Service Catalog Management Process

 Topic D: The Availability Management Process

 Topic E: The Capacity Management Process

 Topic F: The Information Security Management Process

 Topic G: IT Service Continuity Management

 Topic H: The Supplier Management Process

 

Lesson 7: Service Strategy

 

 Topic A: Basic Concepts of the Service Strategy Phase

 Topic B: The Financial Management Process

 Topic C: The Service Portfolio Management Process

 Topic D: The Demand Management Process

 Topic E: The Business Relationship Management Process

 

Appendix A: Syllabus Mapping

 

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