ITIL stands as the globally recognized standard for Information Technology Service Management, providing a comprehensive, practical, and structured framework for discovering, designing, executing, and sustaining IT services that deliver meaningful business value. We deliver an accelerated 3-day (or 6-evening alternative) in-person instructor-led training program specifically designed to prepare you for successful completion of the ITIL Foundation certification exam. Completion of this course satisfies the educational requirement necessary to attempt the certification examination. Note: The certification examination fee and course reference materials are not included in the program price shown. Should you be enrolled in an extended training initiative, those fees may be included in your comprehensive program cost.
Detailed Course Outline
Unit 1: Program Orientation and Framework
- Topic A: Learning objectives and course scope
- Topic B: ITIL certification pathway and requirements
- Topic C: Overview of the ITIL qualification structure
Unit 2: Foundational Service Management Concepts
- Topic A: Examining the definition and characteristics of services
- Topic B: ITIL fundamentals and core principles
- Topic C: The iterative service lifecycle model
- Topic D: ITIL process frameworks and functional components
- Topic E: Organizational roles and accountability structures
- Topic F: Service delivery and process-related responsibilities
Unit 3: Service Strategy Principles and Practices
- Topic A: Core concepts within the service strategy phase
- Topic B: Creating and recognizing service value
- Topic C: Strategic IT assets and resource management
- Topic D: Relationship management and business partnership
- Topic E: Service offerings and portfolio administration
- Topic F: Understanding and projecting service demand
- Topic G: Budget planning and cost allocation for IT services
Unit 4: Service Design Framework and Components
- Topic A: Essential design principles and concepts
- Topic B: Design governance and orchestration
- Topic C: Service level agreements and performance expectations
- Topic D: Service catalog creation and maintenance
- Topic E: Vendor and supplier partnership management
- Topic F: System accessibility and uptime optimization
- Topic G: Infrastructure resource planning and scaling
- Topic H: Data protection and security policy implementation
- Topic I: Business continuity and disaster recovery planning
Unit 5: Service Transition Processes and Activities
- Topic A: Moving services into production environments
- Topic B: Configuration tracking and asset management
- Topic C: Controlling and approving modifications
- Topic D: Installation and deployment procedures
- Topic E: Knowledge capture and organizational learning
Unit 6: Service Operation Core Processes
- Topic A: Managing IT problems and system failures
- Topic B: Monitoring and responding to system events
- Topic C: Root cause analysis and issue resolution
- Topic D: User rights and authentication management
- Topic E: Fulfilling user service requests
Unit 7: Service Operation Functions and Support Teams
- Topic A: User support and help desk operations
- Topic B: Infrastructure and systems management team
- Topic C: Software and platform management team
- Topic D: Infrastructure operations and monitoring
Unit 8: Continuous Improvement Methodology
- Strategic framework and business rationale
- Topic A: Purpose, organizational value, and implementation scope
- Topic B: Measurement frameworks and performance indicators
- Topic C: Structured seven-step process for ongoing enhancement
Unit 9: Technology Solutions and Implementation Considerations
Unit 10: Examination Preparation and Test-Taking Strategies
