ITIL® Foundation (ITILF)

Course Content

ITIL Foundations is a dynamic 3-day instructor led course that introduces you to the lifecycle of managing IT services to deliver to business expectations. Through an engaging, case study based approach you will learn the core disciplines of the ITIL best practice.

The ITIL best practice is composed of five core disciplines:

• Service Strategy
• Service Design
• Service Transitio
• Service Operations
• Continual Service Improvement (CSI)

These disciplines represent a service life cycle framework that further enhances alignment to the business while demonstrating business value, return on investment, and enabling IT to solve specific operational needs.

This course will also prepare you to successfully complete the ITIL Foundation level exam which is required before taking any further ITIL intermediate level training courses. The course includes the opportunity to take the exam at the end of class.

Credits:

• Upon successfully passing the ITIL Foundation exam, you will receive 2 credits toward ITIL Expert.
• This course is eligible for 18 Professional Development Units (PDUs) from Project Management Institute (PMI).

Prerequisites

There are no formal requirements to take this course, but experience with IT service delivery will be beneficial.

Who Should Attend

• IT Management
• IT Support Staff
• IT Consultants
• Business Managers
• Business Process Owners
• IT Developers, Service Providers
• System Integrators

Gedetailleerde cursusinhoud

Module 1: ITIL Foundation Introduction

• ITIL foundation training
• ITIL qualification scheme
• Exercise — the Arora family

Module 2: Service Management as a Practice

• Best practices in the public domain
• ITIL as a good practice
• Concept of service
• Concept of service management
• Processes and functions
• The RACI model
• Roles and responsibilities
• Exercise — the lost laundry

Module 3: Service Lifecycle

• The service lifecycle basic concepts:
  • Strategy
  • Service design
  • Transition
  • Operation
  • CSI
• Exercise — the new swimming pool

Module 4: Service Strategy

• Basic concepts of service strategy
• Principles and models of service strategy
• Processes of service strategy
• Service portfolio management
• Financial management for IT services
• Business relationship management

Module 5: Service Design

• Basic concept of service design
• Principles and models of service design
• Service solutions for new or changed services
• Management information systems and tools
• Technology architectures and management architectures
• Processes required
• Measurement methods and metrics
• Processes of service design
• Design coordination
• Service level management
• Service catalogue management
• Availability management
• Information security management
• Supplier management
• Capacity management
• IT service continuity management
• Exercise — crossword

Module 6: Service Transition

• Change management
• Service asset and configuration management
• Release and deployment management
• Transition planning and support
• Knowledge management
• Exercise — crossword

Module 7: Service Operation

• Event management
• Incident management
• Request fulfilment
• Problem management
• Access management
• Service operations functions
• Service desk function
• The technical management function
• The application management function
• The IT operation management function
• Exercise — complaint handling and service recovery

Module 8: Continual Service Improvement (CSI)

• Basic concepts of CSI
• Principles and models of CSI
• CSI process
• Exercise — crossword

Module 9: Technology and Architecture

• Service automation
• Competence and skills for service management
• Competence and skills framework

Module 10: Exam Preparation