The ITIL Foundation is the entry level qualification which offers a general awareness of the key elements, concepts, and terminology used in the ITIL Service Lifecycle, including the links between Lifecycle stages, the processes used, and their contribution to Service Management practices.

Course Outline

Lesson 1: Service Management Defined

  • IT services and what they really do
  • How IT services deliver value to customers
  • Value and importance of IT service management

Lesson 2: ITIL Introduction

  • Good practices
  • Ease ITIL adoption
  • ITIL qualification scheme, bodies, and certifications

Lesson 3: Service Strategy

  • Design, develop and implement service management
  • Service management as a strategic asset
  • Setting objectives and expectations
  • Identify and select prioritization opportunities

Lesson 4: Service Design

  • Design and develop services
  • Develop processes
  • Design principles and methods
  • Convert strategy into services

Lesson 5: Service Transition

  • Develop and improve capabilities
  • Improved methods for transitioning new and changed services into operation
  • Manage the complexity related to changes
  • Prevent undesired results while enabling innovation

Lesson 6: Service Operation

  • Effectively and efficiently deliver support services
  • Ensure value to customer and service provider
  • Maintain stability while allowing for change
  • Organize to improve IT support to customers

Lesson 7: Continual Service Improvement

  • Create and maintain value for customers
  • Importance of better design, introduction, and operation of services
  • Improving service quality, business continuity, and IT efficiency
  • Link improvement efforts to strategy, design, and transition

Lesson 8: Exam-Taking Tips

  • Important techniques to help you pass your exam

Contact us to register or to request more information.