ITIL® Foundation, Exam included

Introduction

This 3 days course introduces attendees to the basics of the whole ITIL® service lifecycle management, including Strategy, Design, Transition, Operation and Continual Improvement, to effectively and efficiently deliver and support services of quality.

Audience

This training is intended to:
 
  • All professionals who need to manage services, from ideas and design to delivery, usage, support and finally retirement
  • Any people linked to a service to better understand how it is developed, managed and improved
  • Any people who wish to formalize their experience in service management or to compare it with proposed ITIL® best practices
     

Prerequisites

No prerequisite for this course.

At course completion

After completing this course, participants will be able to:

  • Understand the main ITIL® concepts and terminology
  • Know the 26 ITIL® processes
  • Demonstrate importance of ITIL® for a quality approach in Service management
  • Understand how to implement ITIL® taking into account the culture of target organisation
  • Preparer and sucessfully pass the ITIL® Foundation exam

Exams

This course prepare to pass the ITIL® Foundation exam.
This examination is a 40 multiple-choice questions, last 60 minutes. Passing score is 65%.
If you are a PMP® credential holder, this course gives you 21 PDUs.

Course outline

Module 1: Introduction to IT Service management
Concepts of an effective an efficient service management

Module 2: Service Strategy
Define governance, key strategical points for a healthy service management (e.g. vision, mission, positionning, service portofolio, finance and controls, consistent business relationship, needs understanding)

  • Lesson 1: Strategy management
  • Lesson 2: Financial management
  • Lesson 3: Demand management
  • Lesson 4: Service portofolio management
  • Lesson 5: Business relationship management

Module 3: Service Design
Understand importance of non-functional requirements agreed through a Service Level Agreement (SLA)

  • Lesson 1: Design coordination
  • Lesson 2: Catalogue management
  • Lesson 3: Service Level management
  • Lesson 4: Availability management
  • Lesson 5: Capacity management
  • Lesson 6: Service continuity management
  • Lesson 7: Information sécurity management
  • Lesson 8: Supplier management

Module 4 : Service Transition
Authorise changes, tested and improved solutions release and deploy, controlling production environment; and develop and share knowledge

  • Lesson 1: Transition planning and support
  • Lesson 2: Change management
  • Lesson 3: Service assets and configuration management
  • Lesson 4: Relase and deployment management
  • Lesson 5: Tests and validation management
  • Lesson 6: Change evaluation management
  • Lesson 7: Knowledge management

Module 5 : Service Operation
Deliver, support (incidents) and understand services weaknesses (problems) to improve them

  • Lesson 1: Event management
  • Lesson 2: Incident management
  • Lesson 3: Request fulfilment
  • Lesson 4: Problem management
  • Lesson 5: Access management

Module 6 : Continual services and ITIL® processes improvement
Delivered services and ITIL® processes always can be improved to better respond to business needs

  • Lesson 1: Continual improvement approach
  • Lesson 2: The 7-steps improvement process
  • Lesson 3: Reports and metrics

ITIL® is a registered trade mark of AXELOS Limited