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Get $250 OFF select training courses for a limited time with code CPL250.*
*Offer available until 12/31/2020. Some exclusions apply. Not valid for eLearnings, SAFe®, or Scrum Certification courses.

ITIL Foundation

Just as PMI has set the standards for Project Management around the world, ITIL® is the most widely accepted approach to IT Service Management in the world. This three-day course introduces the fundamentals of IT Service Management (ITSM) based on ITIL (2011) of the IT Infrastructure Library (ITIL). Originating in the UK, ITIL has been adopted for its proven ability to help IT departments cut costs and improve service. The purpose of the ITIL Foundation certificate is to understand ITIL terminology, structure, basic concepts, and the core principles of IT Service Management best practices.

IT is the world's best success story. No industry has grown as fast or changed with such lightning speed. Yet, IT service retains a lingering perception of being non-responsive to customer needs that can only be corrected by being better connected with the business component of the organization. ITIL practices can cut costs, improve support, and identify business opportunities. The ITIL Foundation demonstrates how to incorporate ITIL principles easily and effectively. This three-day course prepares IT professionals with the key IT Service Management concepts and processes of ITIL and offers them the skills to pass the one-hour, 40-question certification exam to become ITIL Foundation certified. This certification is the core and the first step in the array of ITIL certifications and ASPE offers this fully accredited course to support your career goals.

This ITIL Exam Prep course includes handouts and references for use after the class, as well as practice sessions, quizzes, exam strategies, and test-taking tips. Our goal is to help you succeed in this critical skill certification. An exam voucher is included as part of the course fee. ITIL Foundation Exam is administered on the third day of the course.

*This course is available as 18 hours of Self-Paced eLearning.

Available formats for this course
In-Person
Live Online
Corporate
Corporate Online
Duration
3 days/24 hours of instruction
Education Credits
18 PDUs
18 PDUs

Starting at: $2495

Find a Class Request Corporate Training

Get the full details on this course Download the .PDF Brochure

Part 1: Introduction to ITIL® and IT Service Management

  1. History
  2. ITIL Terms
  3. The ITIL Service Lifecycle Model
    • Service Strategy Overview
    • Service Design Overview
    • Service Transition Overview
    • Service Operation Overview
    • Continual Service Improvement Overview
    • Service Life Cycle Key Links
  4. Service Management Model

Case Study: ITIL Life Cycle in the Case Study Organization 
Exam Questions: ITIL & Service Management
Part 2: Continual Service Improvement

  1. Purpose, Objectives, Scope and Value of Continual Service Improvement
  2. ITIL Terms & Concepts
  3. Service Management Functions
    • Service Desk
    • IT Operations Management
    • Technical Management
    • Application Management
  4. Continual Service Improvement Key Concepts
    • The Deming Cycle
    • Continual Service Improvement Approach
    • Metrics
  5. Continual Service Improvement Process
  • The Seven-Step Improvement Process Overview

Case Study: Apply Continual Service Improvement concepts to the Case Study Organization 
Exam Questions: Continual Service Improvement
Part 3: Service Operation

  1. Purpose, Objectives, Scope and Value of Service Operation
  2. Processes
  • Incident Management
  • Problem Management Overview
  • Event Management Overview
  • Request Fulfillment Overview
  • Access Management Overview

Case Study: Apply Service Operation concepts to the Case Study Organization 
Exam Questions: Service Operation
Part 4: Service Transition

  1. Purpose, Objectives, Scope and Value of Service Transition
  2. Processes
  • Transition Planning and Support Overview
  • Change Management
  • Release and Deployment Management Overview
  • Service Asset and Configuration Management Overview
  • Knowledge Management Overview

Case Study: Apply Service Transition concepts to the Case Study Organization 
Exam Questions: Service Transition
Part 5: Service Design 

  1. Purpose, Objectives, Scope and Value of Service Design
  2. Key Concepts
    • 4 P's of Service Design
    • 5 Service Design Aspects
    • Service Design Package
  3. Processes
  • Design Coordination Overview
  • Service Catalog Management Overview
  • Service Level Management
  • Supplier Management Overview
  • Capacity Management Overview
  • Availability Management Overview
  • IT Service Continuity Management Overview
  • Information Security Management Overview

Case Study: Apply Service Design concepts to the Case Study Organization 
Exam Questions: Service Design
Part 6: Service Strategy 

  1. Purpose, Objectives, Scope and Value of Service Strategy
  2. Processes
  • Service Portfolio Management Overview
  • Business Relationship Management Overview
  • Financial Management for IT Services Overview

Case Study: Apply Service Strategy concepts to the Case Study Organization 
Exam Questions: Service Strategy
Part 7: Wrap-Up and Review

  1. The ITIL Service Lifecycle Model Review
  2. Service Strategy Review
  3. Service Design Review
  4. Service Transition Review
  5. Service Operation Review
  6. Continual Service Improvement Review

Part 8: Course Recap

  1. Mock Exam Prep
  2. Mock Exam
  3. Mock Exam Score
  4. Exam Prep
  5. Exam

 

  • IT Managers
  • Application Developers
  • IT Consultants
  • Project Managers
  • Business Process Professionals
  • Systems Integrators
  • Business Analysts
  • IT Operations Managers
  • Service Desk Managers
  • IT Operations and Support Professionals

ITIL Foundation Schedule

Location
Date
Price
Register
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Live, Online Training
Oct 26th - 28th 9:30 am - 5:30 pm ET
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CPSFDC\Entity\Session::__set_state(array( 'sfId' => 'a011G00000VM12CQAT', 'startDate' => '2020-11-02', 'startTime' => '10:30 am', 'endDate' => '2020-11-04', 'endTime' => '6:30 pm', 'name' => 'GK2033VCL5', 'standardCourseFee' => 2495.0, 'courseId' => 'GKITIL', 'course' => 'a00370000029ul9AAA', 'courseSfId' => 'a00370000029ul9AAA', 'courseName' => 'ITIL Foundation', 'instructorId' => '96725', 'instructorSfId' => 'a0237000001Y4RFAA0', 'instructorDisplayName' => 'GK', 'instructorName' => 'GK', 'locationCode' => 'VCL', 'sessionStatus' => 'O', 'city' => 'Live Online Training', 'state' => NULL, 'cityState' => 'Live, Online Training', 'locationSfId' => 'a0637000000tn2hAAA', 'subjectSfId' => 'a051G00000Jso1iQAB', 'subjectName' => 'Cloud & IT Services', 'specialitySfId' => 'a051G00000Jso27QAB', 'specialityName' => 'ITIL', 'expertiseSfId' => 'a051G00000JsoCSQAZ', 'expertiseName' => NULL, 'certificationSfId' => NULL, 'certificationBody' => NULL, 'certificationName' => NULL, 'pdus' => '18', 'deliveryModalities' => array ( 0 => 'In-Person', 1 => 'Live Online', ), ))
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Nov 2nd - 4th 10:30 am - 6:30 pm ET
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CPSFDC\Entity\Session::__set_state(array( 'sfId' => 'a011G00000VM12DQAT', 'startDate' => '2020-11-09', 'startTime' => '11:30 am', 'endDate' => '2020-11-11', 'endTime' => '7:30 pm', 'name' => 'GK2033VCL6', 'standardCourseFee' => 2495.0, 'courseId' => 'GKITIL', 'course' => 'a00370000029ul9AAA', 'courseSfId' => 'a00370000029ul9AAA', 'courseName' => 'ITIL Foundation', 'instructorId' => '96725', 'instructorSfId' => 'a0237000001Y4RFAA0', 'instructorDisplayName' => 'GK', 'instructorName' => 'GK', 'locationCode' => 'VCL', 'sessionStatus' => 'O', 'city' => 'Live Online Training', 'state' => NULL, 'cityState' => 'Live, Online Training', 'locationSfId' => 'a0637000000tn2hAAA', 'subjectSfId' => 'a051G00000Jso1iQAB', 'subjectName' => 'Cloud & IT Services', 'specialitySfId' => 'a051G00000Jso27QAB', 'specialityName' => 'ITIL', 'expertiseSfId' => 'a051G00000JsoCSQAZ', 'expertiseName' => NULL, 'certificationSfId' => NULL, 'certificationBody' => NULL, 'certificationName' => NULL, 'pdus' => '18', 'deliveryModalities' => array ( 0 => 'In-Person', 1 => 'Live Online', ), ))
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Nov 9th - 11th 11:30 am - 7:30 pm ET
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CPSFDC\Entity\Session::__set_state(array( 'sfId' => 'a011G00000VM12EQAT', 'startDate' => '2020-11-16', 'startTime' => '9:30 am', 'endDate' => '2020-11-18', 'endTime' => '5:30 pm', 'name' => 'GK2033VCL7', 'standardCourseFee' => 2495.0, 'courseId' => 'GKITIL', 'course' => 'a00370000029ul9AAA', 'courseSfId' => 'a00370000029ul9AAA', 'courseName' => 'ITIL Foundation', 'instructorId' => '96725', 'instructorSfId' => 'a0237000001Y4RFAA0', 'instructorDisplayName' => 'GK', 'instructorName' => 'GK', 'locationCode' => 'VCL', 'sessionStatus' => 'O', 'city' => 'Live Online Training', 'state' => NULL, 'cityState' => 'Live, Online Training', 'locationSfId' => 'a0637000000tn2hAAA', 'subjectSfId' => 'a051G00000Jso1iQAB', 'subjectName' => 'Cloud & IT Services', 'specialitySfId' => 'a051G00000Jso27QAB', 'specialityName' => 'ITIL', 'expertiseSfId' => 'a051G00000JsoCSQAZ', 'expertiseName' => NULL, 'certificationSfId' => NULL, 'certificationBody' => NULL, 'certificationName' => NULL, 'pdus' => '18', 'deliveryModalities' => array ( 0 => 'In-Person', 1 => 'Live Online', ), ))
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Nov 16th - 18th 9:30 am - 5:30 pm ET
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CPSFDC\Entity\Session::__set_state(array( 'sfId' => 'a011G00000VM12FQAT', 'startDate' => '2020-11-23', 'startTime' => '8:30 am', 'endDate' => '2020-11-25', 'endTime' => '4:30 pm', 'name' => 'GK2033VCL8', 'standardCourseFee' => 2495.0, 'courseId' => 'GKITIL', 'course' => 'a00370000029ul9AAA', 'courseSfId' => 'a00370000029ul9AAA', 'courseName' => 'ITIL Foundation', 'instructorId' => '96725', 'instructorSfId' => 'a0237000001Y4RFAA0', 'instructorDisplayName' => 'GK', 'instructorName' => 'GK', 'locationCode' => 'VCL', 'sessionStatus' => 'O', 'city' => 'Live Online Training', 'state' => NULL, 'cityState' => 'Live, Online Training', 'locationSfId' => 'a0637000000tn2hAAA', 'subjectSfId' => 'a051G00000Jso1iQAB', 'subjectName' => 'Cloud & IT Services', 'specialitySfId' => 'a051G00000Jso27QAB', 'specialityName' => 'ITIL', 'expertiseSfId' => 'a051G00000JsoCSQAZ', 'expertiseName' => NULL, 'certificationSfId' => NULL, 'certificationBody' => NULL, 'certificationName' => NULL, 'pdus' => '18', 'deliveryModalities' => array ( 0 => 'In-Person', 1 => 'Live Online', ), ))
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Nov 23rd - 25th 8:30 am - 4:30 pm ET
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CPSFDC\Entity\Session::__set_state(array( 'sfId' => 'a011G00000VMtE0QAL', 'startDate' => '2020-11-30', 'startTime' => '11:30 am', 'endDate' => '2020-12-02', 'endTime' => '7:30 pm', 'name' => 'GK20002VCL', 'standardCourseFee' => 2495.0, 'courseId' => 'GKITIL', 'course' => 'a00370000029ul9AAA', 'courseSfId' => 'a00370000029ul9AAA', 'courseName' => 'ITIL Foundation', 'instructorId' => '96725', 'instructorSfId' => 'a0237000001Y4RFAA0', 'instructorDisplayName' => 'GK', 'instructorName' => 'GK', 'locationCode' => 'VCL', 'sessionStatus' => 'O', 'city' => 'Live Online Training', 'state' => NULL, 'cityState' => 'Live, Online Training', 'locationSfId' => 'a0637000000tn2hAAA', 'subjectSfId' => 'a051G00000Jso1iQAB', 'subjectName' => 'Cloud & IT Services', 'specialitySfId' => 'a051G00000Jso27QAB', 'specialityName' => 'ITIL', 'expertiseSfId' => 'a051G00000JsoCSQAZ', 'expertiseName' => NULL, 'certificationSfId' => NULL, 'certificationBody' => NULL, 'certificationName' => NULL, 'pdus' => '18', 'deliveryModalities' => array ( 0 => 'In-Person', 1 => 'Live Online', ), ))
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Nov 30th - Dec 2nd 11:30 am - 7:30 pm ET
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CPSFDC\Entity\Session::__set_state(array( 'sfId' => 'a011G00000VMtE1QAL', 'startDate' => '2020-12-07', 'startTime' => '11:30 am', 'endDate' => '2020-12-09', 'endTime' => '7:30 pm', 'name' => 'GK20002VCL02', 'standardCourseFee' => 2495.0, 'courseId' => 'GKITIL', 'course' => 'a00370000029ul9AAA', 'courseSfId' => 'a00370000029ul9AAA', 'courseName' => 'ITIL Foundation', 'instructorId' => '96725', 'instructorSfId' => 'a0237000001Y4RFAA0', 'instructorDisplayName' => 'GK', 'instructorName' => 'GK', 'locationCode' => 'VCL', 'sessionStatus' => 'O', 'city' => 'Live Online Training', 'state' => NULL, 'cityState' => 'Live, Online Training', 'locationSfId' => 'a0637000000tn2hAAA', 'subjectSfId' => 'a051G00000Jso1iQAB', 'subjectName' => 'Cloud & IT Services', 'specialitySfId' => 'a051G00000Jso27QAB', 'specialityName' => 'ITIL', 'expertiseSfId' => 'a051G00000JsoCSQAZ', 'expertiseName' => NULL, 'certificationSfId' => NULL, 'certificationBody' => NULL, 'certificationName' => NULL, 'pdus' => '18', 'deliveryModalities' => array ( 0 => 'In-Person', 1 => 'Live Online', ), ))
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Dec 7th - 9th 11:30 am - 7:30 pm ET
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CPSFDC\Entity\Session::__set_state(array( 'sfId' => 'a011G00000VMtE2QAL', 'startDate' => '2020-12-14', 'startTime' => '8:30 am', 'endDate' => '2020-12-16', 'endTime' => '4:30 pm', 'name' => 'GK20002VCL03', 'standardCourseFee' => 2495.0, 'courseId' => 'GKITIL', 'course' => 'a00370000029ul9AAA', 'courseSfId' => 'a00370000029ul9AAA', 'courseName' => 'ITIL Foundation', 'instructorId' => '96725', 'instructorSfId' => 'a0237000001Y4RFAA0', 'instructorDisplayName' => 'GK', 'instructorName' => 'GK', 'locationCode' => 'VCL', 'sessionStatus' => 'O', 'city' => 'Live Online Training', 'state' => NULL, 'cityState' => 'Live, Online Training', 'locationSfId' => 'a0637000000tn2hAAA', 'subjectSfId' => 'a051G00000Jso1iQAB', 'subjectName' => 'Cloud & IT Services', 'specialitySfId' => 'a051G00000Jso27QAB', 'specialityName' => 'ITIL', 'expertiseSfId' => 'a051G00000JsoCSQAZ', 'expertiseName' => NULL, 'certificationSfId' => NULL, 'certificationBody' => NULL, 'certificationName' => NULL, 'pdus' => '18', 'deliveryModalities' => array ( 0 => 'In-Person', 1 => 'Live Online', ), ))
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Dec 14th - 16th 8:30 am - 4:30 pm ET
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CPSFDC\Entity\Session::__set_state(array( 'sfId' => 'a011G00000VMtE3QAL', 'startDate' => '2020-12-21', 'startTime' => '8:30 am', 'endDate' => '2020-12-23', 'endTime' => '4:30 pm', 'name' => 'GK20002VCL04', 'standardCourseFee' => 2495.0, 'courseId' => 'GKITIL', 'course' => 'a00370000029ul9AAA', 'courseSfId' => 'a00370000029ul9AAA', 'courseName' => 'ITIL Foundation', 'instructorId' => '96725', 'instructorSfId' => 'a0237000001Y4RFAA0', 'instructorDisplayName' => 'GK', 'instructorName' => 'GK', 'locationCode' => 'VCL', 'sessionStatus' => 'O', 'city' => 'Live Online Training', 'state' => NULL, 'cityState' => 'Live, Online Training', 'locationSfId' => 'a0637000000tn2hAAA', 'subjectSfId' => 'a051G00000Jso1iQAB', 'subjectName' => 'Cloud & IT Services', 'specialitySfId' => 'a051G00000Jso27QAB', 'specialityName' => 'ITIL', 'expertiseSfId' => 'a051G00000JsoCSQAZ', 'expertiseName' => NULL, 'certificationSfId' => NULL, 'certificationBody' => NULL, 'certificationName' => NULL, 'pdus' => '18', 'deliveryModalities' => array ( 0 => 'In-Person', 1 => 'Live Online', ), ))
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Dec 21st - 23rd 8:30 am - 4:30 pm ET
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CPSFDC\Entity\Session::__set_state(array( 'sfId' => 'a011G00000VMtE4QAL', 'startDate' => '2020-12-28', 'startTime' => '8:30 am', 'endDate' => '2020-12-30', 'endTime' => '4:30 pm', 'name' => 'GK20002VCL05', 'standardCourseFee' => 2495.0, 'courseId' => 'GKITIL', 'course' => 'a00370000029ul9AAA', 'courseSfId' => 'a00370000029ul9AAA', 'courseName' => 'ITIL Foundation', 'instructorId' => '96725', 'instructorSfId' => 'a0237000001Y4RFAA0', 'instructorDisplayName' => 'GK', 'instructorName' => 'GK', 'locationCode' => 'VCL', 'sessionStatus' => 'O', 'city' => 'Live Online Training', 'state' => NULL, 'cityState' => 'Live, Online Training', 'locationSfId' => 'a0637000000tn2hAAA', 'subjectSfId' => 'a051G00000Jso1iQAB', 'subjectName' => 'Cloud & IT Services', 'specialitySfId' => 'a051G00000Jso27QAB', 'specialityName' => 'ITIL', 'expertiseSfId' => 'a051G00000JsoCSQAZ', 'expertiseName' => NULL, 'certificationSfId' => NULL, 'certificationBody' => NULL, 'certificationName' => NULL, 'pdus' => '18', 'deliveryModalities' => array ( 0 => 'In-Person', 1 => 'Live Online', ), ))
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Dec 28th - 30th 8:30 am - 4:30 pm ET
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CPSFDC\Entity\Session::__set_state(array( 'sfId' => 'a011G00000VMtE6QAL', 'startDate' => '2021-01-04', 'startTime' => '8:30 am', 'endDate' => '2021-01-06', 'endTime' => '4:30 pm', 'name' => 'GK20003VCL', 'standardCourseFee' => 2495.0, 'courseId' => 'GKITIL', 'course' => 'a00370000029ul9AAA', 'courseSfId' => 'a00370000029ul9AAA', 'courseName' => 'ITIL Foundation', 'instructorId' => '96725', 'instructorSfId' => 'a0237000001Y4RFAA0', 'instructorDisplayName' => 'GK', 'instructorName' => 'GK', 'locationCode' => 'VCL', 'sessionStatus' => 'O', 'city' => 'Live Online Training', 'state' => NULL, 'cityState' => 'Live, Online Training', 'locationSfId' => 'a0637000000tn2hAAA', 'subjectSfId' => 'a051G00000Jso1iQAB', 'subjectName' => 'Cloud & IT Services', 'specialitySfId' => 'a051G00000Jso27QAB', 'specialityName' => 'ITIL', 'expertiseSfId' => 'a051G00000JsoCSQAZ', 'expertiseName' => NULL, 'certificationSfId' => NULL, 'certificationBody' => NULL, 'certificationName' => NULL, 'pdus' => '18', 'deliveryModalities' => array ( 0 => 'In-Person', 1 => 'Live Online', ), ))
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Jan 4th - 6th 8:30 am - 4:30 pm ET
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CPSFDC\Entity\Session::__set_state(array( 'sfId' => 'a011G00000VMtE7QAL', 'startDate' => '2021-01-11', 'startTime' => '11:30 am', 'endDate' => '2021-01-13', 'endTime' => '7:30 pm', 'name' => 'GK20003VCL02', 'standardCourseFee' => 2495.0, 'courseId' => 'GKITIL', 'course' => 'a00370000029ul9AAA', 'courseSfId' => 'a00370000029ul9AAA', 'courseName' => 'ITIL Foundation', 'instructorId' => '96725', 'instructorSfId' => 'a0237000001Y4RFAA0', 'instructorDisplayName' => 'GK', 'instructorName' => 'GK', 'locationCode' => 'VCL', 'sessionStatus' => 'O', 'city' => 'Live Online Training', 'state' => NULL, 'cityState' => 'Live, Online Training', 'locationSfId' => 'a0637000000tn2hAAA', 'subjectSfId' => 'a051G00000Jso1iQAB', 'subjectName' => 'Cloud & IT Services', 'specialitySfId' => 'a051G00000Jso27QAB', 'specialityName' => 'ITIL', 'expertiseSfId' => 'a051G00000JsoCSQAZ', 'expertiseName' => NULL, 'certificationSfId' => NULL, 'certificationBody' => NULL, 'certificationName' => NULL, 'pdus' => '18', 'deliveryModalities' => array ( 0 => 'In-Person', 1 => 'Live Online', ), ))
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Jan 11th - 13th 11:30 am - 7:30 pm ET
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CPSFDC\Entity\Session::__set_state(array( 'sfId' => 'a011G00000VMtE8QAL', 'startDate' => '2021-01-18', 'startTime' => '8:30 am', 'endDate' => '2021-01-20', 'endTime' => '4:30 pm', 'name' => 'GK20003VCL03', 'standardCourseFee' => 2495.0, 'courseId' => 'GKITIL', 'course' => 'a00370000029ul9AAA', 'courseSfId' => 'a00370000029ul9AAA', 'courseName' => 'ITIL Foundation', 'instructorId' => '96725', 'instructorSfId' => 'a0237000001Y4RFAA0', 'instructorDisplayName' => 'GK', 'instructorName' => 'GK', 'locationCode' => 'VCL', 'sessionStatus' => 'O', 'city' => 'Live Online Training', 'state' => NULL, 'cityState' => 'Live, Online Training', 'locationSfId' => 'a0637000000tn2hAAA', 'subjectSfId' => 'a051G00000Jso1iQAB', 'subjectName' => 'Cloud & IT Services', 'specialitySfId' => 'a051G00000Jso27QAB', 'specialityName' => 'ITIL', 'expertiseSfId' => 'a051G00000JsoCSQAZ', 'expertiseName' => NULL, 'certificationSfId' => NULL, 'certificationBody' => NULL, 'certificationName' => NULL, 'pdus' => '18', 'deliveryModalities' => array ( 0 => 'In-Person', 1 => 'Live Online', ), ))
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Jan 18th - 20th 8:30 am - 4:30 pm ET
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CPSFDC\Entity\Session::__set_state(array( 'sfId' => 'a011G00000VMtE9QAL', 'startDate' => '2021-01-25', 'startTime' => '8:30 am', 'endDate' => '2021-01-27', 'endTime' => '4:30 pm', 'name' => 'GK20003VCL04', 'standardCourseFee' => 2495.0, 'courseId' => 'GKITIL', 'course' => 'a00370000029ul9AAA', 'courseSfId' => 'a00370000029ul9AAA', 'courseName' => 'ITIL Foundation', 'instructorId' => '96725', 'instructorSfId' => 'a0237000001Y4RFAA0', 'instructorDisplayName' => 'GK', 'instructorName' => 'GK', 'locationCode' => 'VCL', 'sessionStatus' => 'O', 'city' => 'Live Online Training', 'state' => NULL, 'cityState' => 'Live, Online Training', 'locationSfId' => 'a0637000000tn2hAAA', 'subjectSfId' => 'a051G00000Jso1iQAB', 'subjectName' => 'Cloud & IT Services', 'specialitySfId' => 'a051G00000Jso27QAB', 'specialityName' => 'ITIL', 'expertiseSfId' => 'a051G00000JsoCSQAZ', 'expertiseName' => NULL, 'certificationSfId' => NULL, 'certificationBody' => NULL, 'certificationName' => NULL, 'pdus' => '18', 'deliveryModalities' => array ( 0 => 'In-Person', 1 => 'Live Online', ), ))
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Jan 25th - 27th 8:30 am - 4:30 pm ET
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