ITIL Foundation Certification Prep

IT Infrastructure Library Foundation Certification Training

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Employment Objective

COURSE DESCRIPTION:
If you are an IT professional looking to get into IT service management using ITIL best practices, the IT Infrastructure Library (ITIL) Foundation Certification (2011 Edition) course is the first step in your preparation. The course will prepare you for the ITIL Foundation exam, introducing you to basic concepts used in IT service management. In this course, you will acquire the essential skills and information necessary to lead and manage an IT business service through every stage of its lifecycle.

Implementing and supporting IT services in the workplace can often be a daunting task since all organizations differ in key ways. Whether it's upgrading from one service to another, improving an existing service, or designing a service from scratch, business focused leadership and management are crucial elements of services that your customers will perceive as valuable. The course will prepare you for the ITIL Foundation exam, introducing you to basic concepts used in IT service management. In this course, you will be introduced to the fundamental concepts of ITIL to prepare you for the Foundation Certification.

This course is accredited by ACQUIROS and PEOPLECERT.

Target Student:
End-user level computer and networking skills are required. You can obtain this level of skill and knowledge by taking the following course

Hardware Requirements
1 GHz or faster 32-bit (x86) or 64-bit (x64) processor

1 gigabyte (GB) RAM (32-bit) or 2 GB RAM (64-bit)

16 GB available hard disk space (32-bit) or 20 GB (64-bit)

Keyboard and mouse (or other pointing device)

1024 x 768 resolution monitor recommended

Network cards and cabling for local network access

Internet access (contact your local network administrator)

Projection system to display the instructor's computer screen

Software Requirements
Any current version of Microsoft Windows or any current version of Apple Mac OS X.

Microsoft PowerPoint or any other slide viewing software to display the course slides. (Instructor machine only.)

A web browser if you plan to perform the optional web-based research Mastery Builders during class time.

 

Course Objectives: In this course, you will describe the basic fundamental concepts of ITIL, and identify the phases of the IT Service Management Lifecycle.
Describe the history and basic concepts of ITIL.
Describe Continual Service Improvement in the IT Service Lifecycle.
Describe Service Operation in the IT Service Lifecycle.
Describe the various functions of Service Operation Lifecycle in the IT Service Lifecycle.
Describe Service Transition in the IT Service Lifecycle.
Describe Service Design in the IT Service Lifecycle.
Describe Service Strategy in the IT Service Lifecycle.

Course Outline:

Lesson 1: Introduction to ITIL
Topic A: ITIL Basics
Topic B: CSI Principles

Lesson 2: Continual Service Improvement
Topic A: Purpose, Objectives, and Scope of CSI
Topic A: Purpose, Objectives, and Scope of CSI

Lesson 3: Service Operation
Topic A: Basic Concepts of Service Operation
Topic B: The Event Management Process
Topic C: The Incident Management Process
Topic D: The Problem Management Process
Topic E: The Request Fulfillment Process
Topic F: The Access Management Process

Lesson 4: Service Operation Functions
Topic A: The Service Desk Function
Topic B: The Technical Management Function
Topic C: The IT Operations Management Function
Topic D: The Application Management Function

Lesson 5: Service Transition
Topic A: Basic Concepts of Service Transition
Topic B: The Change Management Process
Topic C: The SACM Process
Topic D: The Release and Deployment Management Process
Topic E: The Knowledge Management Process

Lesson 6: Service Design
Topic A: Basic Concepts of Service Design
Topic B: The Service Level Management Process
Topic C: The Service Catalog Management Process
Topic D: The Availability Management Process
Topic E: The Capacity Management Process
Topic F: The Information Security Management Process
Topic G: IT Service Continuity Management
Topic H: The Supplier Management Process

Lesson 7: Service Strategy
Topic A: Basic Concepts of the Service Strategy Phase
Topic B: The Financial Management Process
Topic C: The Service Portfolio Management Process Topic D: The Demand Management Process Topic E: The Business Relationship Management Process

Appendix A: Syllabus Mapping

ITIL is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Entrance Requirements:

Some level of work experience in IT service support or IT service delivery is highly recommended. You may wish to take the following course, or have the equivalent level of experience: Using Microsoft Windows 8.1 or any similar introductory course. CompTIA IT Fundamentals (Exam FC0-U51) or other courses selected from the IT Systems and Security” curriculum library. Course specific Technical Requirements High School Diploma/GED

SCHEDULE DATES - 35 Hour Hands-On Program