ITIL® Foundation Certification Training
Delivery Method: Classroom Workshop or Online Virtual Delivery
Three Day Course:
Days 1 – 2 Course Hours:
8:30 a.m. – 4:00 p.m.
Four 10-minute breaks
60-minute lunch
Day 3 Course Hours – Last Day:
8:30 a.m. – 12:00 p.m.
Two 10-minute breaks
60-minute lunch
Free Course Exam*:
1:00 p.m. – 2:00 p.m.
Who Should Attend?
Those who work in the IT industry, want to achieve ITIL Foundation Certification and want to learn best practices for IT service management through ITIL training.
There is no prerequisite.
You Will Learn How To:
Prepare for and pass the ITIL Foundation Certification Exam
Identify opportunities to develop IT processes using ITIL guidelines
Interact with IT teams using ITIL terminology and concepts
Explore IT service management processes
Recognize the importance of IT and business integration
Workshop Activities Include:
Aligning ITIL processes and functions to service lifecycle stages
Recognising key principles of service strategy and service design
Defining key concepts within service transition
Interpreting principles used in service operation
Recognising key principles of continual service improvement
Daily review sessions and exam practice
Course Content:
Service Management as a Practice
Concepts of IT service management
The efficient development of new services and the improvement of existing services
Good practice
Functions, roles and processes
The service lifecycle
Design, development and utilization of services
Utility and warranty
Service design and the business
IT and the business integration
ITIL Service Lifecycle
The five core lifecycles
Service strategy
Service design
Service transition
Service operation
Continual service improvement
The value of the ITIL service lifecycle
Integrating the processes throughout the lifecycle
Explaining the objectives and scope for each phase
ITIL Core Concepts
Identifying and documenting the services
Service portfolio
Service catalog
Business case
Risk
Service provider
Supplier
Service Level Agreement (SLA)
Operational Level Agreement (OLA)
Optimizing the infrastructure
Service request
Change and release
Event, alert and incident
Known error and Known Error Database (KEDB)
Service Knowledge Management System (SKMS)
ITIL Key Principles and Models
Value-creation through services
Balancing opposing forces
Management information systems and tools
Exploring the importance of people, processes, products and partners
Critical success factors
Measurement methods and metrics
ITIL Processes
Service strategy
Service portfolio management
Financial management for IT services
Business relationship management
Service design
Service Level Management (SLM)
Design coordination
Service catalog management
Supplier management
Risk assessment and IT service continuity management
Defining the scope of information security management
Capacity management
Availability management
Service transition
Business value, asset and configuration management
Explaining the objectives of change management
Knowledge management
Transition planning
Release and deployment management
Service operation
Process activities of incident and problem management
Request fulfillment
Stating the purpose of event and access management
Continual service improvement
The seven-step improvement process
The Deming Cycle (plan, do, check, act)
Critical Success Factors (CSF) and KPIs
Types of metrics
Service Management Functions and Roles
Outlining IT organization functions
Service desk function
IT operations function
Technical management function
The application management function
Defining service roles
The responsibilities of key roles in service management
Process owner
Service owner
Process manager
Process practitioner
Recognizing the RACI responsibility model and its role in determining organizational structure
How service automation assists with integrating service management processes