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 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.

• 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
• Develop the skills, information, and confidence to pass the ITIL Foundation Certification Exam

Course Outline:

I. Introduction to ITIL® and IT Service Management

• History
• ITIL Terms
• The ITIL Service Lifecycle Model
• Service Management Model

Case Study: ITIL Life Cycle in the Case Study Organization
Exam Questions: ITIL & Service Management

II. Continual Service Improvement

• Purpose, Objectives, Scope and Value of Continual Service Improvement
• ITIL Terms & Concepts
• Service Management Functions
• Continual Service Improvement Key Concepts
• 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

III. Service Operation

• Purpose, Objectives, Scope and Value of Service Operation
• Processes

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

IV. Service Transition

• Purpose, Objectives, Scope and Value of Service Transition
• Processes

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

V. Service Design

• Purpose, Objectives, Scope and Value of Service Design
• Key Concepts
• Processes

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

VI. Service Strategy

• Purpose, Objectives, Scope and Value of Service Strategy
• Processes

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

VII. Wrap-Up and Review

• The ITIL Service Lifecycle Model Review
• Service Strategy Review
• Service Design Review
• Service Transition Review
• Service Operation Review
• Continual Service Improvement Review

VIII. Course Recap

• Mock Exam Prep
• Mock Exam
• Mock Exam Score
• Exam Prep
• Exam

Who should attend:

• 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

Bonus Materials:

Important Course Information:

The ITIL Foundation Certification Exam voucher is included in the course fee
Exam will be given in class on the third day.