International Institute for Learning, Inc.
Project Management for IT Professionals
ITIL® Foundation Course
Key Principles for a Quality IT Infrastructure
Course No.:
3 Days
21 PDUs / 2.1 CEUs
Virtual Classroom
Course No.:
Six 3-hour sessions
18 PDUs / 1.8 CEUs
Service Management knowledge is beneficial, however, previous knowledge of ITIL is not required to complete this course. This is the entry level to preparation for the ITIL qualification.
Course Level: Basic

About the Program
This ITIL 2011 Foundation course is designed to enable participants to understand the key principles, processes, functions, roles, and benefits that enable Service Management staff to deliver and support quality IT services to its customers.

Who Should Attend
ITIL Foundation is primarily targeted at:

  • Individuals who require a fundamental understanding of the ITIL framework and how it may be used to improve the quality of IT Service Management within an organization
  • IT professionals that are working within an organization that has incorporated or will be incorporating, the ITIL framework in order to provide better IT services
  • All other staff involved in delivering IT services that use the ITIL methodology

Performance Focus

  • Service Management and the importance of ITIL
  • Business and IT integration
  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation
  • Continuous Service Improvement
  • Preparing to take and pass the ITIL Foundation exam

Learning Objectives
Upon completion, participants will be able to:

  • Demonstrate knowledge and understanding of an internationally recognized, best practice framework, that if correctly adopted and adapted, will help the organization create a more structured value-add IT infrastructure, in order to better meet the demands of its customers’ business objectives
  • Prepare and practice for the ITIL Foundation exam
  • Follow a business idea from concept to production, and continue to improvement

Course Overview
ITIL Fundamentals

  • What is ITIL and where did it come from?
  • Introduction to the case study
  • The Service Lifecycle
  • Why ITIL is successful
  • Definition of services
  • Definition of Service Management
  • Processes and functions
  • Generic roles in ITIL and RACI charts
  • ITIL and Automation
  • Competence and skills
  • Certification scheme

Service Strategy

  • Purpose, objective, scope and value to the business of Service Strategy
  • Assets, Capabilities and Resources
  • Service Provider Types
  • Value Creation
  • Utility and Warranty
  • Patterns of Business Activity
  • Business Case
  • Risk Management
  • Governance
  • Processes
    • Business Relationship Management
    • Service Portfolio Management
    • Financial Management for IT Services
  • The Service Package

Service Design

  • Purpose, objective, scope and value to the business of Service Design
  • The Four Ps
  • The Five Major Aspects
  • Processes
    • Service Level Management
    • Service Catalogue Management
    • Availability Management
    • Capacity Management
    • IT Service Continuity Management
    • Information Security Management
    • Supplier Management
    • Design Coordination
  • The Service Design Package

Service Transition

  • Purpose, objective, scope and value to the business of Service Transition
  • Processes
    • Transition Planning and Support
    • Service Asset and Configuration Management
    • Change Management
    • Release and Deployment Management (RDM)
    • Knowledge Management
  • The Released Service

Service Operation

  • Purpose, objective, scope and value to the business of Service Operation
  • Functions
    • Service Desk
    • Technical Management
    • IT Operations Management
    • Application Management
  • Processes
    • Event Management
    • Incident Management
    • Problem Management
    • Request Management
    • Access Management
  • Service Performance Reports

Continual Service Improvement

  • Purpose, objective, scope and value to the business of Continual Service Improvement
  • Baselines
  • Deming Cycle
  • CSI Approach
  • Critical Success Factors, Key Performance Indicators and Metrics
  • The CSI Register
  • The Seven-step Improvement Process
  • The Service Improvement Plan

ITIL Foundation Exam Preparation

  •  Review of and practice with the APMG Sample questions and test papers

ITIL Foundation Exam* (1 hour, 40 multiple-choice questions)

*Important Note for Virtual Course Participants: The ITIL Foundation exam is not available in a virtual format. As a result, separate arrangements must be made by the participant to schedule this exam. Various options are available depending on the participants’ geographic location. Please contact your sales representative for further details.

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