ITIL Foundation
Course No. 501
Information Technology Infrastructure Library (ITIL) a series of books and concepts which assist an organization in IT best practices in order to provide quality IT services.
This course is designed to help you align your business goals with IT services and prepare for ITIL Certification.
Course Benefits
Participants will understand how to develop and harness their IT skills in order to minimize cost and maximize in every endeavor. This three-day course will teach participants how to:
- Explain the context of IT Service Management.
- Plan improvements.
- Execute improvement plans and strategy.
- Demonstrate the use of various ITIL techniques and processes.
- Design services’ management processes, matrices and organizational governance.
- Understand the value of communication, documentation and automation
Prerequisites:
Ideally participants should have some experience working in an ITSM environment or service desk or aspire to work as an ITSM professional. Technology or Equipment Required Access to use of computer and internet. All courses are instructor-driven and provided via online or in-person. Certification Requirements Participants are required to be active in class and to successfully complete a written examination at the end of the course. Projects will be covered in the class. Homework is required.
Duration:
21 Hours / Contact for Schedule Days
$1695 Includes materials and certification
Topics Covered:
You will spend the first part of the day getting to know participants and discussing what will take place during the workshop. Students will also have an opportunity to identify their personal learning objectives.
- Introduction
- Introduction and key ITIL concepts.
- Service aspect of IT.
- Understanding processes and process management.
- Service lifecycle management.
- Service Design
- Purpose, goal, objectives and scope.
- Service Design processes.
- The 4 P’s.
- Core aspect of service design.
- Management of service catalogue, availability and capacity.
- IT Service Continuity Management.
- Service Portfolio.
- Supplier and information security management.
- Service Transition
- Purpose, goal, objectives and scope.
- Service Transition value to the business.
- Architecture and Technology in Service Transition.
- Processes of Service Transition.
- Understanding change management.
- Service Asset and Configuration Management.
- Release and Deployment.
- Understanding Knowledge Management.
- Service Strategy
- Purpose, goal, objectives and scope.
- Creating value through IT services.
- Assets- Resources and Capabilities.
- Key activities involve in IT service Strategy.
- Service Portfolio Management.
- Demand Management.
- Financial Management.
- Service Operations
- Purpose, goal, objectives and scope.
- Definitions of Service Operation.
- The Service Desk.
- Application and Technical Management.
- IT Operations Management.
- Service Operative Processes.
- Event Management.
- Request Fulfilment, Problem and Access Management.
- Continual Service Improvement
- Purpose, goal, objectives and scope.
- Models and Processes.
- The Deming Cycle.
- Measurement and metrics.
- The Seven-Step Improvement Process.
- Continual Service Improvement activities and interfaces.
- Risk Management.
- Interface with Service Level Management.
- Workshop Wrap-Up
At the end of the course, students will have an opportunity to ask questions and fill out an action plan.
Instructor:
The Instructor will be an expert in IT professional with 10 years’ experience in Business and Adult education.
Who Should Attend?
This is an ideal course for individuals who require a basic understanding of the refreshed ITIL® framework and how it may be used to enhance the quality of IT service management within an organization.
For More Information:
Contact the Training Administrator training@qpsinc.com, Phone: (508) 786-0777
Note:
This course is also available for training onsite. A discount is available when 6 or more attendees enroll
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