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ITIL® Foundation Certification Training - TED Learning

By tedadmin | February 11, 2018

Introduction

The ITIL® Foundation course is the entry level certification course focusing on IT Service Management Best Practices. It contains the most up-to-date core ITIL best practices presented from a lifecycle perspective. It introduces both the principles and core elements of IT service management (ITSM) based on ITIL standards. ITIL comprises of 5 core publications:

  1. Service Strategy
  2. Service Design
  3. Service Transition
  4. Service Operations
  5. Continual Service Improvement

These publications enable alignment with the business at the same time improving operational efficiency of the organization.

The delivery methods include applying case study designed to enhance the effectiveness of candidates understanding of ITIL. Participants who would like to take the associated ITIL Foundation certification test are required to attend this course. It is a requirement for attending all other ITIL intermediate level learning courses available in this track.

Course Objectives

At the end of this course, participants should be able to:

  1. Identify the ITIL's principles and concepts of IT Service Management.
  2. Identify ITIL's implementation best practices in an organization.
  3. Define ITIL's terminology
  4. Identify the Service Lifecycle's concepts and definitions.
  5. Define the concepts of Service Strategy
  6. Define the concepts of Service Design
  7. Define the concepts of Service Operations
  8. Define the concepts of Service Transition
  9. Define the concepts of Continual Service Improvement
  10. Based on ITIL, define the roles, processes, and components within key areas of IT Service Management
  11. Have the student prepared for the ITIL Foundation Certification exam

Course Outline

DAY 1

1. INTRODUCTION

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

2. SERVICE STRATEGY

  1. Purpose, goal, objectives & Scope
  2. Value Creation through Services
  3. Assets – Resources and Capabilities
  4. Service Strategy – Main activities
  5. Service Strategy processes
  6. Service Portfolio management
  7. Demand management
  8. Financial management
  9. Business Relationship Management

DAY 2

3. SERVICE DESIGN

  1. Purpose, goal, objectives & Scope
  2. Service Design processes
  3. The 4 P's
  4. Service Design aspects
  5. Service Catalog Management
  6. Service Level Management
  7. Capacity Management
  8. Availability Management
  9. IT Service Continuity Management
  10. Service Portfolio
  11. Information Security Management
  12. Supplier management
  13. Design Coordination

4. SERVICE TRANSITION

  1. Purpose, goal, objectives & Scope
  2. Service Transition value to the business
  3. Technology and architecture in Service Transition
  4. Service Transition Processes
  5. Change Management
  6. The 7 R's of Change Management
  7. Service Asset and Configuration Management
  8. Release and Deployment Management
  9. Knowledge Management

DAY 3

5. SERVICE OPERATION

  1. Purpose, goal, objectives & Scope
  2. Service Operation definitions
  3. The Service Desk
  4. Technical Management
  5. Application Management
  6. IT Operations Management
  7. Service Operations Processes
  8. Event Management
  9. Request Fulfilment
  10. Problem Management
  11. Access Management

6. CONTINUAL SERVICE IMPROVEMENT

  1. Purpose, goal, objectives & Scope
  2. Models and Processes
  3. The Deming Cycle
  4. Measurement and metrics
  5. Continual Service Improvement activities
  6. Risk management
  7. Continual Service Improvement interfaces
  8. Interface with Service Level Management

7. EXAM PREPARATION

  1. Sample Exams
  2. Feedback
  3. Recap

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