ITIL Foundation

This hands on, instructor led, ITIL Foundation certification training program introduces the student to the fundamentals of IT Service Management. ITIL is a set of best practices guidance that has become a worldwide-adopted framework for Information Technology Services Management (ITSM) by many Public & Private Organizations. Since early 1990, ITIL has been evolving from focusing on Functions and Processes under versions 1 and 2 to focusing on the Full Service Lifecycle Management under current version. Establish a foundational level of knowledge of ITIL concepts.

The ITIL Foundation Certificate in IT Service Management provides IT professionals and managers with the essential skills needed to deliver customer-centric, cost-justified, and business-driven IT services. Our ITIL Foundation course helps IT leaders understand ITIL terminology, processes, and innovations that can change the way they do business. The ITIL Foundation Certificate is worth two credits in the ITIL Qualification Scheme.

Service Management as a Practice

• Best-Practice Approaches and ITIL
• Why Is ITIL So Successful?
• Services, Customers, and Stakeholders
• Identifying Types of Service
• Understanding the Customer, Internal and External
• Differentiating Between Internal and External Services
• Who Are the Stakeholders in Service Management?
• Understanding the Concepts of Service Management and IT Service
• Management
• Service Management and IT Service Management
• IT Service Provider Types
• Understanding Processes and Functions
• Processes in the Service Lifecycle
• The Process Model and Process Characteristics
• Organizing for Service Management
• Introducing the Service Lifecycle

Service Management as a Practice

• Best-Practice Approaches and ITIL
• Why Is ITIL So Successful?
• Services, Customers, and Stakeholders
• Identifying Types of Service
• Understanding the Customer, Internal and External
• Differentiating Between Internal and External Services
• Who Are the Stakeholders in Service Management?
• Understanding the Concepts of Service Management and IT Service
• Management
• Service Management and IT Service Management
• IT Service Provider Types
• Understanding Processes and Functions
• Processes in the Service Lifecycle
• The Process Model and Process Characteristics
• Organizing for Service Management
• Introducing the Service Lifecycle

Understanding Service Strategy

• Understanding the Service Strategy Stage
• Purpose and Objectives of Service Strategy
• Setting the Scope for Service Strategy
• What Value Does Service Strategy Provide to the Business?
• Demonstrating the Value of Services
• Understanding Key Concepts of Service Strategy
• Utility and Warranty in Value Creation
• Assets, Resources, and Capabilities
• Governance and Its Place in the Lifecycle
• Management of Risk in Service Management
• Understanding Patterns of Business Activity

Service Strategy Processes

• Understanding Service Portfolio Management
• Purpose of SPM
• Objectives of SPM
• Scope of SPM
• The Service Portfolio
• Understanding the Financial Management Process
• Purpose of Financial Management
• Objectives of Financial Management
• Scope of Financial Management
• Preparing and Using a Business Case
• Understanding the Business Relationship Management Process
• Purpose of the BPM Process
• Objectives of the BPM Process
• Scope of the BPM Process

Understanding Service Design

• Understanding the Purpose, Objectives, and Scope for Service Design
• The Purpose of Service Design and The Objectives of Service Design
• The Scope of Service Design and The Value Service Design Provides to the Business
• Describing the Service
• Four Key Elements of Service Design
• People and Processes
• Products and Partners
• Building the Service
• Five Major Aspects of Service Design
• Service Solutions
• Management Information Systems and Tools
• Architectures and Measurement Systems and Processes

Service Level Management: Aligning IT with Business Requirements

• The Purpose, Objectives, and Scope of Service Level Management
• Capturing Service Level Requirements
• Understanding the Service Level Agreement
• What Does an SLA Contain?
• Building the SLA
• Structuring the Agreement
• Monitoring and Improving Service Delivery
• Reviewing the Service with the Customer
• Taking Steps to Improve: The Service Improvement Plan
• Interfacing with Other Service Management Processes

The Other Service Design Processes

• Service Catalog Management
• Understanding the Service Catalog
• Purpose of the Service Catalog Management Process
• Objectives of the Service Catalog and Management Process
• Scope of the Service Catalog Management Process
• Availability Management and Defining Availability
• Purpose of Availability Management
• Objectives of Availability Management
• Scope of Availability Management
• Understanding the Effect of Downtime on Vital Business Functions
• Improving Availability and Information Security Management
• Purpose, Objectives, and Scope of Information Security Management
• Producing an Information Security Policy
• Educating Staff About Security
• Supplier Management
• The Purpose and Objectives of Supplier Management
• What Is Covered by Supplier Management?
• Supplier Categorization and Capacity Management
• Delivering What Is Required, When It Is Required
• What Should Capacity Management Include?
• The Capacity Management Subprocesses
• Planning for the Future: The Capacity Plan and CMIS
• IT Service Continuity Management
• What Does ITSCM Aim to Achieve?
• What Is Included in ITSCM?
• Assessing Business Impact
• Assessing Risk and Design Coordination

Service Design Roles

• Roles and Responsibilities in Service Management
• Service Owner
• Process Owner
• Process Manager
• Process Practitioner
• Designing Roles Using the RACI Model
• Competence and Training
• Competence and Skills for Service Management
• Competence and Skills Framework
• Specific Training in the ITIL Framework

Understanding Service Transition and the Change Management Processes

• Understanding Service Transition
• The Purpose of Service Transition
• The Objectives of Service Transition
• The Scope of Service Transition
• The Value of Service Transition to the Business
• Introduction to the Change Management Process
• The Purpose of the Change Management Process
• Objectives of the Change Management Process
• Scope of the Change Management Process
• Types of Change
• The Role of the Change Advisory Board
• How the Change Management Process Interfaces with Other Service
• Management Processes

Service Transition Processes

• Transition Planning and Support
• The Purpose of Transition Planning and Support
• The Objectives of Transition Planning and Support
• The Scope of Transition Planning and Support
• Service Asset and Configuration Management
• The Purpose of the SACM Process
• The Objectives of the SACM Process
• The Scope of the SACM Process
• The Description and Definition of Configuration Items
• The Description of the Configuration Model
• Using the Configuration Management System
• Using the Definitive Media Library
• Knowledge Management
• The Purpose of Knowledge Management
• The Objectives of Knowledge Management
• The Scope of Knowledge Management
• Using the Data-Information-Knowledge-Wisdom Structure
• Using the Service Knowledge Management System
• Release and Deployment Management
• The Purpose of the Release and Deployment Management Process
• The Objectives of the Release and Deployment Management Process
• The Scope of the Release and Deployment Management Process
• Creating the Release Policy
• Managing the Four Phases of Release and Deployment

Delivering the Service: The Service Operation Lifecycle Stage

• Understanding the Purpose, Objectives, and Scope of Service Operation
• The Purpose of Service Operation
• The Objectives of Service Operation
• The Scope of Service Operation
• The Value Service Operation Delivers to the Business
• Organizing for Service Operations
• Technical Management
• Applications Management
• Operations Management 219
• Objectives
• Overlapping Responsibilities Between Functions
• The Service Desk Function

The Major Service Operation Processes 237

• Incidents and Problems: Two Key Service Management Concepts
• Incident Management
• The Purpose of Incident Management
• The Objectives of Incident Management
• The Scope of Incident Management
• Basic Concepts for Incident Management
• Managing Incidents
• Interfaces Between Incident Management and the Lifecycle Stages
• Problem Management
• The Purpose, Objectives, and Scope of Problem Management
• Problem Management Concepts and Managing Problems: The Problem
• Management Process
• Interfaces and Service Strategy and Service Design
• Service Transition and Continual Service Improvement

The Other Service Operation Processes

• Event Management
• The Purpose of Event Management
• The Objectives of Event Management
• The Scope of Event Management
• Monitoring and Event Management
• Request Fulfillment
• Purpose and Objectives
• Scope and Access Management
• Purpose and Objectives
• Scope

Understanding Continual Service Improvement

• Achieving Continual Service Improvement
• Understanding the Purpose of CSI
• The Objectives of CSI
• Setting the Scope for CSI
• How CSI Provides Value to the Business
• Utilizing the Continual Service Improvement Approach
• Capturing Your Improvements
• Improving Quality with the Deming Cycle
• The Role of Measurement in CSI
• The Seven-Step Improvement Process