ITIL® Foundation

3-Day Course

Generic concepts and definitions

The course will clarify and explain some of the key terminology and key concepts of service management. Specifically, the following key concepts:

  • Utility and warranty
  • Assets, resources and capabilities
  • Service portfolio
  • Service catalogue (both two-view and three-view types)
  • Governance
  • Business case
  • Risk management
  • Service provider
  • Supplier
  • Service level agreement (SLA)
  • Operational level agreement (OLA)
  • Underpinning contract (UC)
  • Service design package
  • Availability
  • Service knowledge management system (SKMS)
  • Configuration item (CI) and Configuration management system
  • Definitive media library (DML)
  • Change and Change types (standard, emergency and normal); Change proposals
  • Event
  • Alert
  • Incident
  • Impact, urgency and priority
  • Service request
  • Problem
  • Workaround
  • Known error and Known error database (KEDB)
  • The role of communication in service operation
  • Release policy
  • Types of services
  • CSI register
  • Outcomes
  • Patterns of business activity
  • Customers and users
  • The Deming Cycle (plan, do, check, act)

Learn about the fundamentals and general principles of bridging the gap between IT and the business through value creation, service support and delivery and get your ITIL® Foundation certification.

We have over 98% success pass rate (way above industry average) and therefore we guarantee you will pass the foundation exam with flying colors.

Course Overview

ITIL® is a set of best practices guidance that has become a worldwide-adopted framework for Information Technology Services Management (ITSM) by many Public & Private Organizations.  Since early 1990, ITIL® has been evolving from focusing on Functions and Processes under versions 1 and 2 to focusing on the Full Service Lifecycle Management under current version.

In addition to the existing benefits of aligning IT goals and objectives with the business, improving quality and reducing cost of operation; ITSM and ITIL® now emphasizes the following areas:

  • Assist in transforming IT Service Management onto a strategic business asset
  • Assist in defining and managing the complete lifecycle of IT Service Management Process
  • Provide guidance on the development of Services Strategy, the development of Service Design, the Transition of Services from current to desired state, the Implementation and the Continuous improvement of the those Services

This exam-preparatory course provides comprehensive coverage of foundation concepts of ITIL®.  Through lectures and practice exam questions participants explore the concepts of good practice in IT Service Management based on the ITIL® Edition 2011 Framework.

Duration

  • This three (3) days classroom training course with examination held on the afternoon of the 3rd day is accredited by both LCS and EXIN examinations institutes.
  • Including a sample examination and preparation to re-enforce the knowledge gained.
  • The format of the examination for this program consists of a closed book paper of 40 questions, to be answered within 60 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed additional 15 minutes to allow use of a dictionary). The pass mark will be 65% or more – 26 or more correct answers.

The Minimum number of students per session is 6 where the maximum is 25.

Delivery Methods

  • Instructor led Classroom environment
  • Virtual Web-based

Audience

IT professionals interested in understanding the content and concepts of the new ITIL®, as well as understand the differences with previous ITIL® versions.

  • Executives and key stakeholders
  • Process Owners and Managers
  • Senior technical and operational staff
  • IT professionals and Consultants
  • IT customers

Prerequisites

  • General IT knowledge
  • Preferably ITIL® awareness
  • Students will complete at a minimum 18 hours of class time and no personal study is required.
  • Sample exam will be discussed in the classroom to prepare students for the real exam.
  • Course participants should follow our ATO accredited material and/or purchase the appropriate OGC publication to review and prepare for the exam; also the syllabus and the pertinent areas of the ITIL® Service Management Practice core guidance should be reviewed as well in preparation for the exam.

Program Contents

  • Overview of the drivers for ITIL®
  • Key differences between earlier version of ITIL® and current version of ITIL® – What are the major changes?
    • New concepts, definitions and terminology
    • Key processes and functions

Introduction to Service Management

  • The evolution of Service management
  • Definition of Service and Service Management
  • Service Management as best practice
  • The importance of adopting a service and continual improvement culture and approach
  • Interface to other framework and standards (i.e. ISO/IEC 20000)

The Service Lifecycle

  • The purpose, objectives and scope of the five ITIL® service lifecycle stages
  • Objectives and business value
  • The main components (the new books) within the 5 stages in the lifecycle:
    • Service Strategy
    • Service Design
    • Service Transition
    • Service Operation
    • Continual Service Improvement

Key Principles of IT Service Management

  • Types of service providers
  • Five key aspects of Service Design
  • The 7 “Rs” of Change Management
  • Service “V” model
  • Continual Service Improvement model
  • The need for IT Governance and control
  • Process development characteristic and guidelines

Basic concept, objectives and activities of:

  • Service Portfolio Management
  • Service Level Management
  • Incident Management
  • Change Management
  • Demand Management
  • Financial Management
  • Service Catalogue Management
  • Availability Management
  • Capacity Management
  • Supplier Management
  • Information Security Management
  • IT Service Continuity Management
  • Service Asset and Configuration Management
  • Release and Deployment Management
  • Event Management
  • Problem Management
  • Request Fulfillment
  • Access Management
  • The 7 step improvement process

Overview of the functions

  • Service Desk
  • Application Management,
  • Operations Management
  • Technical Management

Organization structure

  • Key roles and responsibilities
  • Technology and Architecture considerations

Program Material (handout)

  • This training program includes the following as reference documentation:
    • Program slide presentation
    • ITIL® V3 Syllabus document
    • Exam study guide
    • ITIL® V3 acronyms and glossary
    • Sample examination questions and answers

Simulation and practical application

We provide the students with real life experiences; we use the client organization as “Case study” example for the purpose of discussion to show the value of using best practice. We integrate group exercises and sample exam questions to simulate and practice the subject matter.

 

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    • We have the best and expert training instructors
    • Enjoy low cost for our courses including examination fees
    • We partner with Ahead Technology, a world known course provider to produce our course material and ensure they vetted and approve by the exam institutes.

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  • Services

    • ITSM Consulting Services
      • ITIL Foundation
      • ITIL Intermediate
      • ITIL Expert
      • ISO 20000
      • Project Management
      • TOGAF
    • ITSM Consulting Services
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