ITIL Foundation

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

• Acquire the key Concepts and Definitions - the key Principles and Models
• Recognize how IT Services create value for the business and the importance of IT Service Management in making this happen
• Develop the skills, information, and confidence to pass the ITIL Foundation Certification Exam
• Ensure the IT facilities and services can be recovered as required by the business
• Better manage customer expectations by agreeing together about IT service level targets
• Discover how to become more proactive to ensure that customers' requirements are understood and met
• Account for all IT assets, configurations and services and ensure the accuracy of that information
• Learn how each stage of the service lifecycle contributes to the overall service and how each process and role plays a part
• Respond more effectively to failures and permanently resolve them by learning the difference between incidents, problems and known errors

In order to receive a refund for prepayment, you must cancel or reschedule your registration 16 or more calendar days before the start date of your scheduled class. Failure to provide the required notification will result in full charge of the course. If a student does not attend a scheduled course without the required prior notification, the funds will be forfeited and rescheduling will not be allowed. Within the required notification period, only student substitutions will be permitted.
Rescheduling is permitted at any time with 16 or more calendar days' notice. Enrollments must be rescheduled within six months of the cancel date or funds on account will be forfeited.