ITIL Foundation

Course:  ITILF
Duration:  3 Days
Level:  I
Course Summary

The IT Infrastructure Library (ITIL) is the most widely adopted best practice framework for IT management. It provides a cohesive set of best practice, drawn from the public and private sectors internationally.

This course will provide students with a general awareness of the key elements, concepts and terminology used in the ITIL Service Lifecycle, including the linkages between Lifecycle stages, the processes used and their contribution to Service Management practices. It will also provide them with a basic understanding of the ITIL framework.

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Topics Covered In This Course

ITIL Fundamentals

  • Origins, development and governance
    • Defining IT Service Management
    • Reviewing the structure and scope of the
    • Foundation Certification Examination
    • People, process, technology and partners
  • The Five Core Processes
    • Service Strategy
    • Service Design
    • Service Transition
    • Service Operation
    • Continual Service Improvement

Service Management as a Practice

  • Concepts of Service Management
    • The efficient development of new services and the improvement of existing services
    • Good Practice
    • Functions, Roles and Processes
  • The Service life cycle
    • The ongoing design, development and utilization of services
    • Utility and Warranty
    • Service Design and the business
    • IT and the business integration

ITIL Core Concepts

  • Identifying and documenting the services
    • Service Portfolio
    • Service Catalog
    • Business case
    • Risk
    • Service model
    • Service provider
    • Supplier
    • Service Level Agreement (SLA)
    • Operational Level Agreement (OLA)
    • Contract
    • Service Design Package (SDP)
  • Data information and knowledge
    • Configuration Management System
    • Service Knowledge Management System(SKMS)
    • Definitive Media Library (DML)
  • Optimizing the infrastructure
    • Service Request
    • Change and Release
    • The seven Rs of Change Management
    • Event, Alert and Incident
    • Problem and Workaround
    • Known Error and Known Error Database (KEDB)
    • Service Measurement
    • Availability
    • Diagrams to illustrate the infrastructure

ITIL Key Principles and Models

  • Service Strategy
    • The three types of Service Providers
    • Perspective, position, plan or pattern
  • Service Design
    • Service Portfolio design
    • Technology design
    • Process design
    • Insourcing, outsourcing and partnership
  • Service Transition
    • The Service V model
    • Business value, asset and configuration management
  • Service Operation
    • Quality of Service vs. Cost of Service
    • Reactive vs. proactive
  • Continual Service Improvement
    • Plan, Do, Act, Check
    • Business mission, goals and objectives

ITIL Processes

  • The Roles in Service Management
    • Defining the market
    • Strategic assets
    • Service Level Management
    • Information Security Management
    • Supply Management
  • Resilience and Reliability in Service Management
    • Availability Management
    • Event Management
    • Release and Deployment Management

Service Management Functions and Roles

  • Outlining IT organization functions
    • Service Desk function
    • Technical Management function
    • IT Operations function
    • Process owner
    • Service owner
  • Defining service roles
    • Service Design roles
    • Service Transition roles
    • Service Operation roles
    • Continual Service Improvement roles
What You Can Expect

At the end of this course, students will be able to:

  • Identify opportunities to develop IT processes using ITIL
  • Interact with IT teams using ITIL terminology and concepts
  • Explore the components of Service Management processes
  • Recognize the importance of IT and business integration
  • Explain the benefits of Continual Service Improvement to the organization
Who Should Take This Course

This course is designed for those 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.

Recommended Prerequisites

There are no prerequisites; however, a background in IT will be beneficial.

Training Style

Instructor led with 50% lecture and 50% lab.

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ITPPO
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ITOSA
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Every student attending a Verhoef Training class will receive a certificate good for $100 toward their next public class taken within a year.

You can also buy "Verhoef Vouchers" to get a discounted rate for a single student in any of our public or web-based classes. Contact your account manager or our sales office for details.

Schedule For This Course
There are currently no public sessions scheduled for this course. We can schedule a private class for your organization just a couple of weeks from now. Or we can let you know the next time we do schedule a public session.
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