IT Infrastructure Library Foundations V3 (ITIL) 2011

40 Hours / 12 Months / Self-Paced

Course Overview:

The ITIL Foundations course includes expert instructor-led training modules with customized presentations and learning supplements for an all-inclusive training program that provides the benefits of classroom training at your own pace.

The ITIL (the IT Infrastructure Library) Foundations certification training course successfully prepares students for the ITIL Foundations exams by teaching the core fundamentals of ITIL practices: service management as a practice, the service lifecycle, key principles and models, selected roles, processes and functions, technology and architecture and the ITIL Qualification scheme.

The ITIL Certification is administered by the IT Infrastructure Library. It is the most widely accepted approach to IT service management in the world.   ITIL provides a cohesive set of best practices in information technology, drawn from the public and private sectors internationally. It is supported by a comprehensive qualifications scheme, accredited training organizations, and implementation and assessment tools. Candidates for this course are typically IT professionals, business managers, project managers and business owners.

Upon successful completion of this course, students will be prepared to sit for the Information Technology Infrastructure Library (ITIL) certification exam.

Course Outline:

ITIL: Module 1 - Service Management: Business Requirements
  • Continual Service Improvement
  • Foundations and Cycles
  • Public vs. Proprietary
  • Plan-Do-Check-Act Cycle
  • Process Model
  • Core Components
  • Responsible-Accountable-Consulted-Informed
  • Guiding Principles
  • 7-Step Process
  • Terms
  • Test Prep
  • Review

ITIL: Module 2 - ITIL Service Lifecycle Model
  • Service Lifecycle
  • Phases
  • Lifecycle Model
  • Provider Benefits
  • Customer Benefits
  • Automation and Service Management
  • Governance
  • Strategy Phase Process
  • Design Phase Process
  • Transition Phase Process
  • Operation Phase Process
  • Improvement Phase Process
  • Test Prep
  • Review

ITIL: Module 3 - Service Strategy: Service Portfolio
  • Service Strategy
  • Vetting Service Strategy
  • Value Creation
  • Difference of Service
  • Utility and Warranty
  • Resources and Capabilities
  • Strategic Assets Positioning
  • Service Management
  • Business Case
  • Service Model
  • Risk Management
  • Service Strategy Processes
  • Service Portfolio Management
  • The Service Portfolio
  • Demand Management
  • Financial Management
  • Test Prep
  • Review

ITIL: Module 4 - Service Design Processes
  • Service Design
  • Service Design Package
  • Business Change Process Model
  • Design Management
  • Five Aspects of Service Design
  • Service Solutions
  • Service Portfolio
  • Service Status
  • Management Systems and Tech Architectures
  • Process Design
  • Measurement, Methods and Metrics
  • The Four P's of Design
  • Design Constraints
  • Design Coordination
  • Service Catalog Management
  • Service Level Management
  • Availability Management
  • Capacity Management
  • IT Service Continuity Management
  • Information Security Management
  • Supplier Management
  • Test Prep
  • Review

ITIL: Module 5 - Service Transition: Change Management
  • Service Transition
  • Change Management
  • The Seven R's of Change
  • Service Assets and Configuration Management
  • Knowledge Management
  • Release and Deployment Management
  • Transition Planning and Support
  • Service Validation and Testing
  • Test Prep
  • Review

ITIL: Module 6 - Service Operation: Functions
  • Service Operation
  • Incident Management
  • Problem Management
  • Event Management
  • Event Classification
  • Request Fulfillment
  • Access Management
  • Service Desk
  • Technical Management
  • Application Management
  • IT Operations Management
  • Test Prep
  • Review
  • Final Review
  • Service Lifecycle
  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation

All necessary materials are included.

Certifications:

Upon successful completion of this course, students will be prepared to sit for the Information Technology Infrastructure Library (ITIL) certification exam.


System Requirements:

Internet Connectivity Requirements:
  • Cable and DSL internet connections are recommended.
Hardware Requirements:
  • Minimum Pentium 400 Mhz CPU or G3 Macintosh. 1 GHz or greater CPU recommended.
  • 256MB RAM minimum. 1 GB RAM recommended.
  • 800x600 video resolution minimum. 1025x768 recommended.
  • Speakers/Headphones to listen to Dialogue steaming audio sessions.
  • A microphone to speak in Dialogue streaming audio sessions.
Operating System Requirements:
  • Windows Vista, 7, 8, 8.1, 9, 10
  • Mac OSX 10 or higher.
  • OpenSUSE Linux 9.2 or higher.
Web Browser Requirements:
  • Google Chrome is recommended.
  • Firefox 13.x or greater.
  • Internet Explorer 6.x or greater.
  • Safari 3.2.2 or greater.
Software Requirements:
  • Adobe Flash Player 6 or greater.
  • Oracle Java 7 or greater.
  • Adobe Reader 7 or greater.
Web Browser Settings:
  • Accept Cookies
  • Disable Pop-up Blocker.


** Outlines are subject to change, as courses and materials are updated. Software is not included with the purchase of the course, unless otherwise specified. Students are responsible for the purchase and installation of the necessary course software. **