ITIL® Foundation with Case Study

Course Length: 3 days

Course Description:
The ITIL® Foundation course is the entry level certification course for IT Service Management Best Practices training in ITIL. This course covers the latest version of core ITIL best practices presented from a lifecycle perspective. The course introduces the principles and core elements of IT service management (ITSM) based on ITIL. ITIL is comprised of five core publications: Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement, promoting alignment with the business as well as improving operational efficiency.

This course is delivered using an exciting case study designed to further enhance and cement the candidates understanding of ITIL. Students who have attended this course are suitably prepared to successfully take the associated ITIL Foundation certification test which is a requirement for attending any of the further learning courses (ITIL intermediate level training) available in this track.

Course and Learning Objectives:
At the end of this course, you will be able to:

Identify the principles and concepts of IT Service Management based on ITIL.
Identify the best practices of implementing ITIL in an organization.
Define the terminology used in ITIL
Identify the concepts and definitions used in the Service Lifecycle.
Define Service Strategy concepts
Define Service Design concepts
Define Service Operations concepts
Define Service Transition concepts
Define Continual Service Improvement concepts
Define the roles, processes, and components within key areas of IT Service Management based on ITIL
Prepare the student to take the ITIL Foundation Certification exam

Course Approach:
Participants will learn the principles and core elements of the service lifecycle approach to IT Service Management according to ITIL. An interactive approach is used combining lecture, discussion and case study experience to prepare participants for the ITIL Foundation certification exam as well as providing valuable practical knowledge that can be rapidly applied in the workplace. Quint Wellington Redwoodss integrated case study deepens the participant's appreciation of how ITIL best practices can be applied in order to improve IT performance.

Course Student Material:
Students will receive a ITIL Foundation classroom workbook containing all of the presentation materials, course notes, case study and sample exams.

Certificate:
ITIL® Foundation

Course Delivery:
Classroom

Reference Materials:
Additional reference materials are not required for this course.

About the Examination:
The exam is closed book with forty (40) multiple choice questions.
The pass score is 65% (26 out of 40 questions).
The exam lasts 60 minutes.
The exam can be taken in two formats: Paper based or Online.

Prerequisites:
There are no pre-requisites for this course, although a basic knowledge of Service Management concepts will be helpful.

Credits: Upon successfully achieving the ITIL Foundation certificate, the student will be recognized with 2 credits in the ITIL® qualification scheme.

Project Management Institute - Professional Development Units (PDUs) = 21

Target Audience: IT Professionals, IT Support Staff, Application, Project and Business Managers, Any member of an IT team involved in the delivery of IT Services.

Concepts Covered:

1. INTRODUCTION
Introduction/Housekeeping
Introduction to key ITIL concepts
IT as a Service
Introduction to processes and process management
The Service Lifecycle approach

2. SERVICE STRATEGY
Purpose, goal, objectives & Scope
Value Creation through Services
Assets - Resources and Capabilities
Service Strategy - Main activities
Service Strategy processes
Service Portfolio management
Demand management
Financial management
Business Relationship Management

3. SERVICE DESIGN
Purpose, goal, objectives & Scope
Service Design processes
The 4 P's
Service Design aspects
Service Catalog Management
Service Level Management
Capacity Management
Availability Management
IT Service Continuity Management
Service Portfolio
Information Security Management
Supplier management
Design Coordination

4. SERVICE TRANSITION
Purpose, goal, objectives & Scope
Service Transition value to the business
Technology and architecture in Service Transition
Service Transition Processes
Change Management
The 7 R's of Change Management
Service Asset and Configuration Management
Release and Deployment Management
Knowledge Management

5. SERVICE OPERATION
Purpose, goal, objectives & Scope
Service Operation definitions
The Service Desk
Technical Management
Application Management
IT Operations Management
Service Operations Processes
Event Management
Request Fulfillment
Problem Management
Access Management

6. CONTINUAL SERVICE IMPROVEMENT
Purpose, goal, objectives & Scope
Models and Processes
The Deming Cycle
Measurement and metrics
Continual Service Improvement activities
Risk management
Continual Service Improvement interfaces
Interface with Service Level Management

7. EXAM PREPARATION
Sample Exams
Feedback
Recap