Show


Sign up with Linkedin

Lost your password? Please enter your email address. You will receive a link to create a new password.

Back to log-in

Close

Plus icon:

ITIL® Foundation

Certification Program

Learn the fundamentals and best practices of ITIL and learn the complete lifecycle of managing IT services.

Schedules Play Course Overview

Overview


This exciting and dynamic 3-day course, fully updated for ITIL 2011, introduces learners to the lifecycle 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.

Course Curriculum


Module 1: Course Introduction

  • Student and Instructor Introductions
  • The Service Lifecycle
  • Course Learning Objectives
  • Course Agenda
  • ITIL Qualification Scheme
  • The Royal Chao Phraya Hotel
  • Case Study

Module 2: Service Management as a Practice

  • Module Learning Objectives
  • Topics Covered in this Module
  • Best Practices in the Public Domain
  • ITIL as a Good Practice
  • Concept of Service
  • Concept of Service Management
  • Processes and Functions
  • The RACI Model
  • Roles and Responsibilities
  • Module Summary

Module 3: Service Lifecycle

  • Module Learning Objectives
  • Topics Covered in this Module
  • The Service Lifecycle
  • Basic Concepts of Service Strategy
  • Basic Concepts of Service Design
  • Basic Concepts of Service Transition
  • Basic Concepts of Service Operation
  • Basic Concepts of Continual Service Improvement
  • Exercise — The New Swimming Pool
  • Module Summary

Module 4: Service Strategy

  • Module Learning Objectives
  • Service Strategy in the Lifecycle
  • Topics Covered in this Module
  • Basic Concepts of Service Strategy
  • Principles and Models of Service Strategy
  • Processes of Service Strategy
  • Module Summary
  • End of Module Quiz

Module 5: Service Design

  • Module Learning Objectives
  • Service Design in the Lifecycle
  • Topics Covered in this Module
  • Basic Concept of Service Design
  • Principles and Models of Service Design
  • Processes of Service Design
  • Exercise — Crossword
  • Module Summary
  • End of Module Quiz

Module 6: Service Transition

  • Module Learning Objectives
  • Service Transition in the Lifecycle
  • Topics Covered in this Module
  • Change Management
  • Service Asset and Configuration Management
  • Release and Deployment Management
  • Transition Planning and Support
  • Knowledge Management
  • Exercise — Crossword
  • Module Summary
  • End of Module Quiz

Module 7: Service Operation

  • Module Learning Objectives
  • Service Operation in the Lifecycle
  • Topics Covered in this Module
  • Event Management
  • Incident Management
  • Request Fulfilment
  • Problem Management
  • Access Management
  • Service Operations Functions
  • Exercise — Complaint Handling and Service Recovery
  • Module Summary
  • End of Module Quiz

Module 8: Continual Service Improvement

  • Module Learning Objectives
  • CSI in the Lifecycle
  • Topics Covered in this Module
  • Basic Concepts of CSI
  • Principles and Models of CSI
  • CSI - The Seven Step Improvement Process
  • Module Summary
  • End of Module Quiz

Module 9: Technology and Architecture

  • Module Learning Objectives
  • Topics Covered in this Module
  • Service Automation
  • Competence and Skills for Service Management
  • Competence and Skills Framework
  • Training
  • Module Summary

Exam Preparation Guide

Mock Exam

Prerequisite


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

Target Audience: 

IT Professionals, IT Support Staff, Application, Project and Business Managers, Any member of an IT team involved in the delivery of IT Services.

Certification


In order to become an ITIL® Foundation certified professional, one has to appear for the one hour online ITIL® Foundation certification examination that is held on the last day of the training.

The Exam:

This is a one hour online examination comprising of 40 questions. Participants have to score 26 marks (65%) to attain the certification. Candidates will be awarded 2 credits for the same. This is a closed book exam, and electronic devices are not allowed.

Reviews

Contact Us
+91-(0124)-470-0200

Traning For:
Enroll Now
Become a Trainer
Love to educate people about your favorite subject? Create your own online course with Xebia.


Start Teaching

For Corporates
Develop your workforce with the right skills. We train and engage your people with highly skillful training programs.

Get Xebia for Business