ITIL® Foundation certification

ITIL® Foundation certification (including exam)

Course Overview

This ITIL® Foundation course outlines the ITIL best-practice framework and prepares participants for the ITIL Foundation certification exam. The three-day course provides attendees with an understanding of the service lifecycle and processes, as well as the best and common practices for IT Service Management.

Whether adopting ITIL or embarking on continuous service improvement, course participants will gain a fundamental understanding of how IT service, support, and delivery can be best organised to align IT with business needs, improve service quality and reduce long-term costs.

ITIL® Background

ITIL, the IT Infrastructure Library®, is the most widely accepted IT-process management framework in the world. It has been accepted as the de facto standard for managing IT organisations worldwide. ITIL describes the lifecycles and processes needed to manage an IT infrastructure effectively and effectively in order to guarantee the service levels agreed upon by the IT organisation and its customers.

Training Aims

ITIL Foundation training teaches participants about the following topics in preparation for the ITIL Foundation certification exam:

• Service Strategy - Understand ITSM as a capability and strategic asset
• Service Design - Transform business requirements into strategic solutions
• Service Transition - Manage change, risk, and quality assurance in realising those solutions
• Service Operation - Establish and maintain day-to-day business operations and customer expectations
• Continual Service Improvement - Understand the principles and value of creating and maintaining quality management and capability improvement

Who Should Attend

The ITIL Foundation Certificate course is suitable for:

• All IT Professionals involved in the provision of and support of IT services.
• IT customers that are interested in IT Service Management best practices or an overview of the ITIL Service Lifecycle.
• Individuals preparing for the ITIL Foundation Certification.

This course is a pre-requisite for all other ITIL certifications.

Course Contents

To achieve the training outcomes, the following topics will be covered:

Unit 1: Introduction & ITSM Overview

• What is ITIL?
• The ITIL Library
• ITIL Core Publications
• Lifecycle Relationships
• Best Practice
• IT Service Management (ITSM)
• Functions, Processes, Roles
• Competence, Skills & Training
• Governance

Unit 2: Service Strategy

• Purpose, Objectives, Scope & Value
• Definitions & Concepts
• Assets, Resources & Capabilities
• Value
• Risk
• Service Automation
• Patterns of Business Activity
• The Service Portfolio Management Process
• The IT Financial Management Process
• The Business Relationship Management Process

Unit 3: Service Design

• Purpose, Objectives, Scope & Value
• Definitions & Concepts
• The Four Ps
• The Five Major Aspects of Design
• The Design Coordination Process
• Service Level Management Process
• The Service Catalogue Management Process
• The Supplier Management Process
• The Capacity Management Process
• The Availability Management Process
• The IT Service Continuity Management (ITSCM) Process
• The Information Security Management (ISM) Process

Unit 4: Service Transition

• Purpose, Objectives, Scope & Value
• Definitions & Concepts
• The Transition Planning & Support Process
• The Change Management Process
• The Service Asset & Configuration Management Process
• The Release & Deployment Management Process
• Knowledge Management

Unit 5: Service Operation Functions

• Purpose, Objectives, Scope & Value
• Definitions & Concepts
• The Role of Communication
• The Incident Management Process
• The Event Management Process
• The Request Fulfilment Process
• The Problem Management Process
• The Access Management Process
• The Service Desk Function
• The Technical Management Function
• The Application Management Function
• The IT Operations Management Function

Unit 6: Continual Service Improvement

• Purpose, Objectives, Scope & Value
• Definitions & Concepts
• The Deming Cycle
• The Seven-Step Improvement Process
• CSI Approach
• CSI Concepts
• Measurements & Metrics
• Approach for Success

Benefits of ITIL® Training

Among the benefits of using the ITIL methodology as a framework in an IT organisation are the following:

• Discover how to effectively integrate IT with the Business
• Learn about ITIL®, ITSM and ISO/IEC 20000
• Developing a service culture
• Facilitate teamwork and communication
• Deliver and support quality IT services
• Improve business process efficiency

ITIL Examination

A formal examination 60 minutes in duration and consisting of 40 multiple choice questions will be held at the end of this 3-day course. The cost of the exam is included in the cost of this course.

The ITIL Foundation Certificate will be awarded to participants who achieve a passing grade (a mark of 65% or greater) in this exam.