If you are ready to start your ITIL® Certification, then you have come to the right place. This ITIL Foundation course is Accredited by AXELOS and PEOPLECERT.
This course is perfect for people seeking ITIL® Foundation certification and for individuals who are looking to understand the ITIL Framework. In this course you will learn with ITIL Expert Dr. Suzanne Van Hove. Suzanne introduces you to the lifecycle of managing IT services. This course explores the core concepts and key principles of the Service Lifecycle. The service provider strategy and improvement cycles are also discussed. Real life application examples illustrate the various concepts.
Everything you need to successfully complete the ITIL Foundations exam is provided in this course. When you take this course you will receive a Training Success Plan to guide, a set of course materials, an exercise guide, sample exams, a course syllabus, and 1 year access to the course and the instructor to learn and ask questions. Successful Foundations Certification also prepares you to move into the ITIL intermediate level training courses.
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Module 00: Course Introduction: ITIL® 2011: Foundation
Module 01: Exam Tips
- Understanding the exam process
- Exam questions and grading
- Taking the exam
- Using the practice exams
Module 02: Introduction to the Service Lifecycle
- What is ITIL®?
- ITIL Logistics
- The Service Lifecycle
- Lifecycle Phases
Module 03: Service Management as a Practice
- Where is IT now?
- What is a service?
- What is Service Management?
- All about Value
Module 04: Service Management as a Practice Part 2
- Key Elements
- 4 Ps of Service Design
- ITSM Roles
- Governance
- Supporting ITSM Frameworks
- ISO/IEC 20000
Module 05: Key Principles, Models and Concepts Part 1
- What is a process?
- Process Characteristics
- Functions
Module 06: Key Principles, Models and Concepts Part 2
- ITSM Roles
- Process Owner
- Process Manager
- Process Practitioner
- Service Owner
- RACI diagrams
Module 07: Key Principles, Models and Concepts Part 3
- Risk
- Business Case
- Communication
- Service Portfolio Components
- Pipeline
- Catalog
- Retired Services
- Prioritization
Module 08: Lifecycle Phases Part 1
- Service Strategy (SS)
- Overview (Purpose, Processes, Scope, Key Concepts)
- Value Creation
- Value to the Business
Module 09: Lifecycle Phases Part 2
- Service Design (SD)
- Overview (Purpose, Processes, Scope, Key Concepts)
- Five Aspects of Service Design
- Service Design Package (SDP)
- Value to the Business
Module 10: Lifecycle Phases Part 3
- Service Transition (ST)
- Overview (Purpose, Processes, Scope, Key Concepts)
- Service Knowledge Management System (SKMS)
- Value to the Business
Module 11: Lifecycle Phases Part 4
- Service Operation (SO)
- Overview (Purpose, Processes, Scope, Key Concepts)
- Value to the Business
Module 12: Lifecycle Phases Part 5
- Continual Service Improvement (CSI)
- Overview (Purpose, Processes, Scope, Key Concepts)
- Measures and Metrics
- CSI Register
- Improvement Models
- Value to the Business
- How the phases fit together
Module 13: Lifecycle Processes Part 1
- What you need to know from Service Strategy
- Service Portfolio Management (SPM)
- Portfolio, Pipeline, Catalog, Retired Services
- Financial Management (FM)
- Budgeting, Accounting and Charging
- Relationship to SLM
- Business Relationship Management (BRM)
Module 14: Lifecycle Processes Part 2
- What you need to know from Service Design
- Design Coordination (DC)
- Service Catalog Management (SCatM)
- 2- and 3-view Catalog
Module 15: Lifecycle Processes Part 3
- Service Level Management (SLM)
- Purpose, Objective, Scope, Value to the Business
- Key Concepts, Process Activities
- Service Level Agreement (SLA)
- Operational Level Agreement (OLA)
- Relationship to BRM
- Interfaces
Module 16: Lifecycle Processes Part 4
- Availability Management (AM)
- AARMSS, AMIS, Availability Plan
- Capacity Management (CapM)
- Business Capacity Management, Service Capacity Management, Component Capacity Management
- CMIS, Capacity Plan
Module 17: Lifecycle Processes Part 5
- IT Service Continuity Management (ITSCM)
- Business Impact Analysis (BIA)
- Information Security Management (ISM)
- Confidentiality, Integrity, Availability (CIA)
- ISMS, SMIS
- Supplier and Contract Management Information System (SCMIS)
- Supplier Categorization
- Supplier Management
Module 18: Lifecycle Processes Part 6
- What you need to know from Service Transition
- Transition Planning and Support (TPS)
- Service Asset and Configuration Management (SACM)
- Configuration Management System (CMS)
- Definitive Media Library (DML)
Module 19: Lifecycle Processes Part 7
- Change Management (ChM)
- Purpose, Objective, Scope, Value to the Business
- Key Concepts, Process Activities
- Types of Change
- Request for Change (RFC)
- Change Advisory Board (CAB)
- Interfaces
Module 20: Lifecycle Processes Part 8
- Release and Deployment Management (RDM)
- Phases of a Release
- Knowledge Management (KM)
- SKMS
Module 21: Lifecycle Processes Part 9
- What you need to know from Service Operation
- Event Management (EM)
- Types of events
- Request Fulfillment (RF)
- Standard Changes
- Rights Management
- Access Management (AccM)
Module 22: Lifecycle Processes Part 10
- Incident Management (IM)
- Purpose, Objective, Scope, Value to the Business
- Key Concepts, Process Activities
- Definitions, Timescales, Major Incidents, Status Tracking
- Relationship to Problem Management
- Incident Models
- Interfaces
Module 23: Lifecycle Processes Part 11
- Problem Management (PM)
- Purpose, Objective, Scope, Value to the Business
- Key Concepts, Process Activities
- Definitions, Timescales, Major Problems
- Relationship to Incident Management
- Problem Models
- Interfaces
Module 24: Lifecycle Processes Part 12
- What you need to know from CSI
- 7-Step Improvement Process (7S)
- The Steps
- Relationship to other Improvement Models
Module 25: Service Management Functions Part 1
- Overview of the Functions
- Service Desk
- Purpose
- Organizational Structures
Module 26: Service Management Functions Part 2
- Technical Management
- Role & Objectives
- IT Operational Management
- IT Operational Control
- Facilities Management
- Role and Objectives
- Application Management
- Relationship to Application Development