The ITIL® Foundation training aims to provide participants a comprehensive introduction into IT Service Management with ITIL®.
By the end of this training:
You will have assimilated the full ITIL® structure, philosophy and terminology and you will be aware of the importance of value creation when offering and delivering IT services to the customer.
Delegates will also acquire a deep comprehension of the ITIL® lifecycle through real life examples and exercises. This way our Foundation delegates will not only pass the exam, but they will also know how to implement this theory into practice.
A specific exam preparation, based on sample papers, will maximize your chances to succeed the exam.
Why Should you Attend ?
The aim of this 3-day training is to get acquainted with ITIL terminology, philosophy, principles and logic. Participants gain insight into:
Identify the basic principles and concepts of IT Service Management
Discover the benefits of implementing ITIL in an organization
Learn how to develop a coherent service portfolio that you, as an internal or external IT service provider, would like to offer to your potential customers
Discover how you can set up Service Level Agreements with your customers and what is essential when designing the services and infrastructure
Gain insight into the measurement systems you need to establish that the agreed service levels have been achieved and this, in an efficient way
A specific preparation for the exam, based on test exams, will maximize your chances of passing the exam
There will be a presentation to explain the theory. There will be both individual and collective exercises to practice this theory. There is room for discussion, to better understand theory.
During the training, you will be guided across the full ITIL® lifecycle:
In Service Strategy, you will learn how to develop a coherent Service Portfolio that you, as an IT Service provider, want to offer to potential customers, because there is an unsatisfied demand for those services and because you have the necessary skills and resources to offer those services.
In Service Design we will discuss how to set up Service Level Agreements with our customers and what is essential when designing the services, the infrastructure and the processes and tools required to deliver the services. We will also talk about the measurements systems required to establish that the agreed service levels have been achieved and this in an efficient way.
The next step will be Service Transition. We will start developing the services, but not before Change Management has validated the economic viability and the technical and business impact of the service. Service Transition covers the development, the testing and the release and deployment of services that users and maintenance and operations staff will be able to use and to support.
Service Operation will address everything that needs to be done to assist the users in taking the optimal advantage of operational services: how to manage incidents, how to satisfy service requests and how to manage access to the various services offered.
Finally, Continual Service Improvement will provide with guidelines how to analyse and to enhance the services and the way you offer the services, in order to enhance your competitiveness in the market.
This 3-day course starts at 09.00 and finishes at ± 17.00. There is a coffee break in the morning and afternoon with a 1-hour break for lunch. This can vary depending on the training facillities available on location.
The timetable below is a guidelline, the trainer can still adapt this when necessary.
Introduction to Service Management
Introduction to ITIL
- Service Portfolio Management
- Financial Management
- Business Relationship Management
- Transition Planning & Support
- Service Asset en Configuration Management
- Change Management
- Release and Deployment Mgmt
- Knowledge Management
Continual Service Improvement
7-step Improvement process
How the processes all fit together.
- Design Coordination
- Service Catalogue Mgmt
- Service Level Management
- Supplier Management
- Capacity Management
- Availability Management
- IT Service Continuity Mgmt
- Information Security Mgmt
- Event Management
- Incident Management
- Request Fulfilment
- Problem Management
- Access Management
Sample Paper exercice and correction
End of the Training
Who Should Attend ?
IT managers and team leaders, as well as other IT professionals who need basic knowledge of the ITIL framework because he / she is involved in managing or delivering IT services to customers and users who are influenced by IT services.
No prior knowledge is required. Candidates must have a fundamental knowledge of IT or experience working in a customer service role.
Information about the Exam
The purpose of the ITIL Foundation certificate in IT Service Management is to certify that you have gained knowledge of the ITIL terminology, structure and basic concepts and have comprehended the core principles of ITIL practices for Service Management.
40 questions per paper
26 marks required to pass (out of 40 available) - 65%
60 minutes duration
Students will receive:
A binder with:
A copy of the presentation
The notes pages of the slides, inclusive comments
The official ITIL Glossary, inclusive French & Dutch translations