ATITIL3EVE - ITIL® Foundation Training

This Virtual Only delivery of ITIL Foundations training is the perfect solution if you are too busy to leave work for training but need an ITIL Foundations Certification to further your career.

Class Dates: November 28, November 30, December 5, December 7, December 12, and December 14
Class Time: 6pm - 9pm CST
(3 Weeks, 2 Nights, 3 Hours/Night)

ITIL® (Information Technology Infrastructure Library) is the most widely accepted approach to IT service management in the world. ITIL® provides a cohesive set of best practice, drawn from the public and private sectors internationally.

The ITIL® Foundation course is the entry level certification course for IT Service Management Best Practices training in ITIL®. This course covers the latest version of core ITIL® best practices presented from a lifecycle perspective. The course introduces the principles and core elements of IT service management (ITSM) based on ITIL® 2011 edition. ITIL® is comprised of five core publications: Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement, promoting alignment with the business as well as improving operational efficiency.

Upon completion of the ITIL® Foundation course, students will have “foundational” knowledge of the functions, roles, and processes that span the service lifecycle.

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There are no prerequisites for this course, although a basic knowledge of Service Management concepts will be helpful.

Detailed Class Syllabus

Lesson 1: Introduction to ITIL

Topic A: ITIL Basics
Topic B: The Service Lifecycle

Lesson 2: Continual Service Improvement

Topic A: Purpose, Objectives, and Scope of CSI
Topic B: CSI Principles

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