ITIL Foundation Training


This course, based on the ITIL best practice service lifecycle approach, provides IT managers, practitioners and anyone who uses IT services with a practical understanding of the key concepts, principles, processes and functions that enables successful IT Service Management (ITSM) provision. The certification exam is taken on the last day of class and those passing while receive an ITIL Foundation Certificate in IT Service Management . The cost of the exam is not included in the price of the course.

Target Audience

This course is for IT managers and practioners involved in the strategy, design, implementation, and ongoing delivery of business-used IT services.

Course Outline

Lesson 1 : Review of IT Service Management (ITSM) and IT Infrastructure Library (ITIL)
Lesson 2 : Service Lifecycle Approach
Lesson 3 : Service Strategy

  • Business Relationship Management 
  • Demand Management 
  • Financial Management for IT Services 
  • Service Portfolio Management 
  • Strategy Management for IT Services
Lesson 4 : Service Design
  • Availability Management 
  • Capacity Management 
  • Design Coordination 
  • Information Security Management 
  • IT Service Continuity Management 
  • Service Catalog Management 
  • Service Level Management 
  • Supplier Management
Lesson 5 : Service Transition
  • Change Evaluation 
  • Change Management 
  • Knowledge Management 
  • Release & Deployment Management 
  • Service Asset & Configuration Management 
  • Service Validation & Testing 
  • Transition Planning & Support
Lesson 6 : Service Operation
  • Access Management 
  • Event Management 
  • Incident Management 
  • Problem Management 
  • Request Fulfillment 
    • Application Management 
    • IT Operations Management 
    • Service Desk 
    • Technical Management
Lesson 7 : Continual Service Improvement
  • The 7 Step Improvement Process

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