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ITIL® Foundation

ITIL® Foundation

ITIL, formally an acronym for Information Technology Infrastructure Library, is a set of detailed practices for IT service management (ITSM) that focuses on aligning IT services with the needs of the business.

ITIL describes processes, procedures, tasks, and checklists which are not organization-specific but can be applied by an organization for establishing integration with the organization’s strategy, delivering value, and maintaining a minimum level of competency. It allows the organization to establish a baseline from which it can plan, implement, and measure. It is used to demonstrate compliance and to measure improvement.

YOU WILL LEARN HOW TO

Gain expertise in ITIL Foundation—the most important and entry-level certification for IT professionals and employees; understand the concepts and terminologies used in ITIL service lifecycle, including the links between Lifecycle stages, the processes used, and their contribution to service management practices.

IMPORTANT COURSE INFORMATION

Requirements

Basic IT literacy

Exam Information

The ITIL Foundation exam can be taken on the last day of the course (in-class), or any time after the course is completed via online or at our testing center

Achieving the ITIL Foundation certificate provides two credits toward your ITIL Expert certification

Attendees must hold the ITIL Foundation (V3 or 2011) Certification in order to move on to the Intermediate or Practitioner levels

Important Notice

Holders of an ITIL Foundation certification are likely to require further guidance before being able to apply the ITIL practices for IT Service Management (ITSM) to professional projects or situations.

All-Inclusive – ITIL Exam Success Package, After-Course Coaching, Exam Fee

Strategic Axis is with you from the beginning of your planning until you pass your certification exams with Unlimited FREE Exam and Course retakes, plus coaching with your instructor to help you prepare for your exam or answer real-world ITIL implementation challenges. In fact, successful ITIL implementation often relies on key internal sponsors to ensure the required culture change occurs after ITIL training, so your instructor can help identify important next steps.

Module 1: An Introduction to IT Service Management

  • 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
  •  Service Portfolio Management
  • Financial Management
  • Business Relationship Management

Module 2: Service Strategy

  • Providing an understanding of what strategy is ITIL
  • ITIL Service Lifecycle
    • 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

Module 3: 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

Module 4: Service Transition

Business value, asset and configuration management
Explaining the objectives of change management
Knowledge management
Transition planning
Release and deployment management

Module 5: Service Operation

Process activities of incident and problem management
Request Fulfillment
Stating the purpose of event and access management

Module 6: Continual service improvement

The seven-step improvement process
The Deming Cycle (plan, do check, act)
Critical Success Factors (CSF) and KPIs
Types of metrics

Module 7: 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

Module 8: 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)

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