ITIL Foundations

ITIL Foundations Certification Training (40 Hrs)

This course will introduce students to the Information Technology Infrastructure Library (ITIL); cover the history of service strategy and frameworks; and review the ITIL five core publications.

Students who successfully complete this course will be able to, at a minimum, :

identify and use the common terminology introduced in ITIL
develop processes using ITIL concepts
implement and/or improve a service management process
will be able to successfully design and implement a service catalog
understand and document the life-cycle of a service.

Course Outline:

Section 1 - Introduction

Introduction to best practices and operational frameworks: ITIL, Cobit, MOF, CMMI, etc.
Concepts of IT service management
The service lifecycle
The five core publications/concepts
Key concepts, terms and definitions

Section 2 – Service Strategy

Value creation
Resources and Capabilities
Developing a strategy
Service Portfolio
Financial Management
Business Relationship
Prioritization

Section 3 – Service Design

Design Process – the 4 P’s
Service Catalog
SLA’s
Capacity, Availability, Expectations
Continuity
Security
Vendor Relationships

Section 4 – Service Transition

Transition Concepts
Transition Process
Change Management
Configuration Management
Release and Deployment Management
Retiring a service

Section 5 – Service Operation

Incidents, Events, Problems
Help Desk/Tickets/Reporting
Issues vs Requests
New vs existing
Escalation
Training
Knowledge Management

Section 6 – Continuous Service Improvement

Models and Strategies
Measurements and Metrics
Think-Do-Act
Risk management
Continual Improvement
After Action Reviews

Section 7 – Putting It All Together

The big picture
Theory vs real world
Who/What/Where/When
What’s Next

Tuition $1495, Course # WITAC 4035, Text: The Visible Ops Handbook: Implementing ITIL in 4 Practical and Auditable Steps, ISBN-13: 978-0975568613 and Itil® Foundation Complete Certification Kit - Study Book and eLearning Program - 4th edition, ISBN-13: 978-1743331361.