ITIL ® Foundation

Course details

Course Overview

The ITIL Foundation training course provides a detailed, modular introduction to the concepts, terms, definitions, benefits, objectives, and relationships within core IT service management processes and functions, according to the ITIL best practice framework.

The course is based on principles described in ITIL’s Service Support and Service Delivery Standards. The course prepares participants for the examination leading to the Foundation Certificate in IT Service Management.
ITIL Foundation is an instructor-led course which:

• Provides a practical understanding of ITIL Foundation key concepts, principles, processes, and functions
• Prepares students to pass the ITIL Foundation exam

Examination
Includes the exam leading to the Foundation Certificate in IT Service Management (40 questions, multiple-choice)

Course Outline

•     Introduction to Service Management
•     The importance of Service Management
•     Definition of a Service and Service Management
•     The Need for a Service Culture
•     Service Management as a Practice
•     The Service Lifecycle
•     Objectives and Business Value for Each Phase of the Lifecycle
•     Main Goals and Value to the Business Provided by Each Lifecycle Phase:
•     Key Principles and Models of ITSM
•     Types of Service Providers
•     Five Major Aspects of Service Design
•     Service V model
•     Continual Service Improvement Model
•     Processes and Functions
•     Characteristics of a Process
•     Objectives, Business Value, Basic Concepts, Roles and Interfaces
•     Objectives and Basic Concepts
•     Overview of the Functions
•     Organization Structure and Key Roles
•     Technology and Architecture