ITIL® Foundation

Learn the process improvements, benefits, and challenges of ITIL…and get your ITIL Expert certification in the process!In this exciting and dynamic seminar, you will learn how to manage your IT services so that they meet, and exceed business expectations. This course implements a “case study” approach—giving you practical, hands-on experience while you learn the core disciplines of ITIL best practices. After finishing this course, you’ll be well positioned to successfully complete the associated ITIL exam required for entry into the future ITIL intermediate-level training courses.

ITIL covers five core disciplines:

Also Available as:

• Live Online
• Onsite

What You Will Cover

• Key concepts of ITIL
• Important principles for improving IT operations
• Vital processes and functions
• Practical guidance for applying ITIL to everyday IT situations
• How to align with business, control costs, and improve IT service quality
• Strategies to balance IT resources

Extended Seminar Outline

Print this page Extended Seminar Outline Seminar #72975 1. Service Management Defined

• IT services and what they really do
• How IT services deliver value to customers
• Value and importance of IT service management

2. ITIL Introduction

• Good practices
• Ease ITIL adoption
• ITIL qualification scheme, bodies, and certifications

3. Service Operation

• Effectively and efficiently deliver support services
• Ensure value to customer and service provider
• Maintain stability while allowing for change
• Organize to improve IT support to customers

4. Continual Service Improvement

• Create and maintain value for customers
• Importance of better design, introduction, and operation of services
• Improving service quality, business continuity, and IT efficiency
• Link improvement efforts to strategy, design, and transition

5. Service Strategy

• Design, develop, and implement service management
• Service management as a strategic asset
• Setting objectives and expectations
• Identify and select prioritization opportunities

6. Service Design

• Design and develop services
• Develop processes
• Design principles and methods
• Convert strategy into services

7. Service Transition

• Develop and improve capabilities
• Improved methods for transitioning new and changed services into operation
• Manage the complexity related to changes
• Prevent undesired results while enabling innovation

8. Exam-Taking Tips

• Important techniques to help you pass your exam

9. Practice Exams

• In-class and take-home exam preparation
• Simulated exam

Who Should Attend

Anyone seeking ITIL Foundation certification and everyone interested in aligning IT with business, controlling or reducing IT costs, improving IT service quality, and balancing IT resources in the most effective manner. All IT professionals, IT project managers, IT managers, IT project or team members, coordinators, network operators, business process analysts, IT architects, consultants, systems integrators, help desk managers and staff, planners, managed service providers, outsourcers, application developers, and other IT-related positions.

Special Feature

Prerequisites: Familiarity with IT terminology and IT-related work experience are recommended.