• This course has been retired. Users who have purchased the course will still have access to it, however it is no longer available for purchase.

ITIL® V3 Foundation Certification Training

Course Features

  • Online Classes
  • Flexible Schedule
  • Interactive
  • High Quality
  • Certifications
  • Instructor Help

Online video courses with full instructor support,
just like in the classroom, only better. Enroll today!

Video Title
Length
Meet Your Instructor Dr. Suzanne Van Hove
4 min
00: Course Introduction: ITIL® 2011: Foundation
10 min
The ITIL® Foundation Study Plan
4 min
01: Exam Tips
5 min
02: Introduction to the Service Lifecycle
24 min
03: Service Management as a Practice - Introduction
20 min
04: Service Management as a Practice - Key Elements
16 min
05: Key Principles, Models and Concepts - Processes and Functions
17 min
06: Key Principles, Models and Concepts - ITSM Roles
18 min
07: Key Principles, Models and Concepts - Elements of Service Management
14 min
08: Lifecycle Phases - Service Strategy
16 min
09: Lifecycle Phases - Service Design
15 min
10: Lifecycle Phases - Service Transition
12 min
11: Lifecycle Phases - Service Operation
8 min
12: Lifecycle Phases - Continual Service Improvement
28 min
13: Lifecycle Processes - A Service Strategy Perspective
16 min
14: Lifecycle Processes - A Service Design Perspective
14 min
15: Lifecycle Processes - Service Level Management
24 min
16: Lifecycle Processes - Availability & Capacity Management
22 min
17: Lifecycle Processes - ITSCM, ISM, Supplier Management
20 min
18: Lifecycle Processes: SACM and TSP
22 min
19: Lifecycle Processes - Change Management
24 min
20: Lifecycle Processes - Release & Deployment Management & Knowledge Management
30 min
21: Lifecycle Processes - A Service Operation Perspective
14 min
22: Lifecycle Processes - Incident Management
25 min
23: Lifecycle Processes - Problem Management
25 min
24: Lifecycle Processes - A Continual Service Improvement Perspective
9 min
25: Service Management Functions - Introduction
18 min
26: Service Management Functions - Management
11 min
Total:
8 hrs 5 mins
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Meet Your Instructor

Dr. Suzanne Van Hove

Dr. Suzanne Van Hove. owner of SED-IT, has successfully blended an award-winning career in higher education with a passion for IT Service Management. She understands the dynamics of how people learn and the best vehicles for content retention. She has developed and received accreditation of her own IT Service Management educational programs.

Perhaps her greatest strength is developing training curriculum that is industry specific. This unique approach gives students practical, real life case studies that enable them to bring best practices to their respective organizations. Large and small organizations around the globe have benefited from her proprietary approach. With over 25 years’ experience, Suzanne brings a wealth of knowledge to every engagement – either in the classroom or boardroom. In 2011, Suzanne was recognized the itSMF USA ‘Industry Knowledge Contribution’ Award for her achievements in academia and industry.

 

Course Links

Course Links

These links are activated when you purchase this course.

  • Course Survey
Course Transcript

Transcript

This course comes with a Transcript that tracks your progress. You can use your transcript to view and monitor your progress and when you complete the course, you can print or email the transcript.

Letter of Course Attendance

Letter of Course Attendance

You will be awarded a Letter of Course Attendance when you finish this course. You will be able to print or email the Letter of Attendance and share your accomplishment with everyone.

How to Take Your Exam

How to Take Your Exam

GogoTraining's ITIL® 2011: Foundation Course is Accredited by AXELOS and PEOPLECERT and fully qualifies you to sit for the ITIL® Foundation exam.   

10% Off Your ITIL Foundation Exam 

Get your exclusive 10% discount when you Purchase your ITIL Foundation Exam from GogoTraining. 

PEOPLECERT's Price: $349/Your Price: $314.  You Save $35.   

All exam orders are processed within 24 hours Monday to Friday.  Once ordered you will receive an immediate informational email directly from PEOPLECERT which inclues the link for you to register to take your exam.  If you have any questions, Contact GogoTraining.

How GogoTraining Courses Prepare you to Pass Your Exam

All GogoTraining ITIL courses come with a Training Plan to help you learn the material and prepare for the exam, 2 sets of Official Sample Exams to test your knowledge and course exercises to help you master what you learn in the course.  At the end of the course you will receive a Certificate of Completion from GogoTraining. In order to be considered Certified in this area you will need to take the Official ITIL Exam.

Exam Details

The ITIL® Foundation Exam is a 40 question multiple choice exam and you may take up to 60 minutes to complete it. Each question will have four possible answers. There is only one correct answer for each question, and no negative marking. A passing mark is 65% or higher (26/40). 

When you pass your exam you will receive 2 credits toward your ITIL® Expert certification.

How to receive your PMI PDU's

Instructions on how to receive PMI PDU's can be found in the Get Your Course Materials section of this page.

How to Take an Online Proctored PeopleCert Exam

In order to take your exam you will need the following System Requirements:

  • Windows® 10, Windows® 8.1, Windows® 8, Windows® 7
  • Dual-core 2.4GHz CPU or faster with 2GB of RAM (recommended)
  • Active Full-Time/Broadband internet connection of at least 4Mbps
  • 16-bit monitor (at least 15”) with screen resolution 1024 x 768 or higher
  • Speakers and microphone (the use of headsets is only allowed during onboarding)
  • Keyboard and mouse or another pointing device
  • A single web camera (embedded or external) you can rotate

For complete details, Click Here.

Course Description

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.

 

In This Course You Will Learn:

  • Define Service Management as a practice and its importance to the business
  • Describe and apply the Service Lifecycle: Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement
  • Describe various principles and models from the Service Lifecycle
  • Describe and apply the various roles, process and functions to service delivery

 

Prerequisites

None

Outline

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

Certification

GogoTraining's ITIL® 2011: Foundation Course is Accredited by AXELOS and PEOPLECERT and fully qualifies you to sit for the ITIL® Foundation exam.   

10% Off Your ITIL Foundation Exam 

Get your exclusive 10% discount when you Purchase your ITIL Foundation Exam from GogoTraining. 

PEOPLECERT's Price: $349/Your Price: $314.  You Save $35.   

All exam orders are processed within 24 hours Monday to Friday.  Once ordered you will receive an immediate informational email directly from PEOPLECERT which inclues the link for you to register to take your exam.  If you have any questions, Contact GogoTraining.

How GogoTraining Courses Prepare you to Pass Your Exam

All GogoTraining ITIL courses come with a Training Plan to help you learn the material and prepare for the exam, 2 sets of Official Sample Exams to test your knowledge and course exercises to help you master what you learn in the course.  At the end of the course you will receive a Certificate of Completion from GogoTraining. In order to be considered Certified in this area you will need to take the Official ITIL Exam.

Exam Details

The ITIL® Foundation Exam is a 40 question multiple choice exam and you may take up to 60 minutes to complete it. Each question will have four possible answers. There is only one correct answer for each question, and no negative marking. A passing mark is 65% or higher (26/40). 

When you pass your exam you will receive 2 credits toward your ITIL® Expert certification.

How to receive your PMI PDU's

Instructions on how to receive PMI PDU's can be found in the Get Your Course Materials section of this page.

How to Take an Online Proctored PeopleCert Exam

In order to take your exam you will need the following System Requirements:

  • Windows® 10, Windows® 8.1, Windows® 8, Windows® 7
  • Dual-core 2.4GHz CPU or faster with 2GB of RAM (recommended)
  • Active Full-Time/Broadband internet connection of at least 4Mbps
  • 16-bit monitor (at least 15”) with screen resolution 1024 x 768 or higher
  • Speakers and microphone (the use of headsets is only allowed during onboarding)
  • Keyboard and mouse or another pointing device
  • A single web camera (embedded or external) you can rotate

For complete details, Click Here.

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