ITIL Foundation

In this exciting and dynamic course, you will get an introduction to the lifecycle of managing IT services to deliver to business expectations. Using an engaging case study, you'll learn the core disciplines of ITIL best practices. Upon completing this ITIL Foundation training, you'll be well positioned to successfully complete the associated ITIL exam required for entry into the future ITIL intermediate-level training courses.

ITIL covers five core disciplines:

Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement

These disciplines represent a service lifecycle framework that further enhances alignment to the business while demonstrating business value and ROI and enabling IT to solve specific operational needs.

This ITIL online training course includes handouts and references useful after the class, as well as practice sessions, quizzes, exam strategies, and test-taking tips.

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What's Included

Comprehensive study materials, including print and digital courseware
Practice exam

Prerequisites

Familiarity with IT terminology and IT-related work experience is recommended.

Course Objectives

During this course, you will learn:

Key concepts of ITIL
Important principles for improving IT operations
Vital processes and functions
Practical guidance for applying ITIL to everyday IT situations
How to align with business, control costs, and improve IT service quality
Strategies to balance IT resources

Course Outline

Module 1: Service Management Defined

IT services and what they really do
How IT services deliver value to customers
Value and importance of IT service management

Module 2: ITIL Introduction

Good practices
Ease ITIL adoption
ITIL qualification scheme, bodies, and certifications

Module 3: Service Strategy

Design, develop, and implement service management
Service management as a strategic asset
Setting objectives and expectations
Identify and select prioritization opportunities

Module 4: Service Design

Design and develop services
Develop processes
Design principles and methods
Convert strategy into services

Module 5: Service Transition

Develop and improve capabilities
Improved methods for transitioning new and changed services into operation
Manage the complexity related to changes
Prevent undesired results while enabling innovation

Module 6: Service Operation

Effectively and efficiently deliver support services
Ensure value to customer and service provider
Maintain stability while allowing for change
Organize to improve IT support to customers

Module 7: Continual Service Improvement

Create and maintain value for customers
Importance of better design, introduction, and operation of services
Improving service quality, business continuity, and IT efficiency
Link improvement efforts to strategy, design, and transition