This exciting and dynamic 3 day course, fully updated for ITIL 2011, introduces learners to the life cycle of managing IT services to deliver to business expectations. As well as an engaging, case study based approach to learning the core disciplines of the ITIL best practice, this course also positions the student to successfully complete the associated exam, required for entry into the future ITIL intermediate level training courses.
The ITIL best practice is composed of five core disciplines: Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement. These disciplines represent a service life cycle framework that further enhances alignment to the business while demonstrating business value, ROI and enabling IT to solve specific operational needs.
Identify the key principles and concepts of IT Service Management. Identify the benefits of implementing ITIL in an organization. Identify the Service Management processes and how they map to the Service Lifecycle. Identify the basic concepts and definitions related to the Service Lifecycle. Identify the activities and roles involved with the Service Lifecycle. Identify the relationship of each component of the Service Lifecycle and how they map to other components. Identify the factors that affect the effectiveness of the Service Lifecycle.
Course Organizational Logistics:
Classroom with Ushaped seating arrangement Whiteboard, projector, flipchart 25 students maximum If required, the exam can be scheduled from 4:00 - 5:00 on the last day
- IT Management,
- IT Support Staff,
- IT Consultants,
- Business Managers,
- Business Process Owners,
- IT Developers,
- Service Providers,
- System Integrators
None, although a familiarity with IT service delivery will be beneficial.
Upon successful passing of the ITIL Foundation exam, the student will be recognized with 2 credits in the ITIL qualification scheme. Project Management Institute - Professional Development Units (PDUs) = 18 NASBA CPEs 21
About the Examination:
The exam is a closed book, forty (40) multiple-choice questions. The pass score is 65% (26 out of 40 questions). The exam lasts 60 minutes.
Course Participants Material:
Participants receive a copy of the classroom presentation material. There are no direct reference materials required for this course.
POLARIS for Human Development is an independent company established to provide high quality training to individuals and organizations of all sizes within the private and public sector. Through our expert trainers, we provide our customers tools and techniques they need to become more effective. Our human development services involve the identification and cross-fertilization of best practices, analytical techniques, change management and skills, technology implementations, strategy development, and operational improvement.See all Polaris Human Development courses
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