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ITIL Foundation Certificate in IT Service Management

Duration: 2 days

Course Fee: $799


ITIL Foundations certification course provides you with a general overview of the IT Service Management Lifecycle & Processes

You Will Learn How To
  • Prepare for and take the ITIL Foundation Certification Exam
  • Identify opportunities to develop IT processes using ITIL
  • Interact with IT teams using ITIL terminology and concepts
  • Explore the components of service management processes
  • Recognize the importance of IT and business integration
Who Should Attend

Those who work in the IT industry and want to learn best practices for IT service management, and want to achieve ITIL Foundation Certification.

Course Contents:

The course is designed as an introduction to ITIL and enables you to understand how an integrated ITSM framework can be utilized to achieve IT business integration, cost reductions and increased productivity. The course includes:

    Concepts of IT service management
  • The efficient development of new services and the improvement of existing services
  • Good practice
  • Functions, roles and processes
    The service lifecycle
  • Design, development and utilization of services
  • Utility and warranty
  • Service design and the business
  • IT and the business integration
ITIL Service Lifecycle
    The five core processes
  • Service strategy
  • Service design
  • Service transition
  • Service operation
  • Continual service improvement
    The value of the ITIL service lifecycle
  • Integrating the processes throughout the lifecycle
  • Explaining the objectives and scope for each phase
ITIL Core Concepts
    Identifying and documenting the services
  • Service portfolio
  • Service catalogue
  • Business case
  • Risk
  • Service provider
  • Supplier
  • Service level agreement (SLA)
  • Operational level agreement (OLA)
    Optimizing the infrastructure
  • Service request
  • Change and release
  • Event, alert and incident
  • Known error and known error database (KEDB)
  • Service knowledge management system (SKMS)
ITIL Key Principles and Models
    Value-creation through services
  • Balancing opposing forces
  • Management information systems and tools
    Exploring the importance of people, processes, products and partners
  • Critical success factors
  • Measurement methods and metrics
ITIL Processes
    Service strategy
  • Service portfolio management
  • Financial management for IT services
  • Business relationship management
    Service design
  • Service level management (SLM)
  • Design coordination
  • Service catalogue management
  • Supplier management
  • Risk assessment and IT service continuity management
  • Defining the scope of information security management
  • Capacity management
  • Availability management
    Service transition
  • Business value, asset and configuration management
  • Explaining the objectives of change management
  • Knowledge management
  • Transition planning
  • Release and deployment management
    Service operation
  • Process activities of incident and problem management
  • Request fulfillment
  • Stating the purpose of event and access management
    Continual service improvement
  • The seven-step improvement process
  • The Deming Cycle (plan, do, check, act)
  • Critical success factors (CSF) and KPIs
  • Types of metrics
Service Management Functions and Roles
    Outlining IT organization functions
  • Service desk function
  • IT operations function
  • Technical management function
  • The application management function
    Defining service roles
  • The responsibilities of key roles in service management
  • Process owner
  • Service owner
  • Process manager
  • Process practitioner
  • Recognizing the RACI responsibility model and its role in determining organizational structure
  • How service automation assists with integrating service management processes

IT services related work experience

Materials Available: Yes

Please contact OptionTrain (416)486-6555 or