ITIL Training - IT Infrastructure Library

ITIL® v3 Foundation

Virtual Classroom e-Learning

Also available via

Self-Paced e-Learning

On-Site Learning

Who Needs to Attend

Anyone seeking ITIL Foundation certification and everyone interested in aligning IT with business, controlling or reducing IT costs, improving IT service quality, and balancing IT resources in the most effective manner. All IT professionals, IT project managers, IT managers, IT project or team members, coordinators, network operators, business process analysts, IT architects, consultants, systems integrators, help desk managers and staff, planners, managed service providers, outsourcers, application developers, and other IT-related positions.

Prerequisites

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

Follow-On Courses

Certification Programs and Certificate Tracks

This course is part of the following programs or tracks:

ITIL® Certifications

Learn about process improvements, benefits, and challenges of ITIL v3, and get your ITIL v3 Foundation certification.

We guarantee you'll pass the ITIL Foundation v3 Exam. With hundreds of successful students and 95%+ pass rate, we're confident that our ITIL training is the best in the industry.

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 course, you'll be well positioned to successfully complete the associated ITIL exam required for entry into the future ITIL v3 intermediate-level training courses.

ITIL v3 covers five core disciplines:

Service Strategy
Service Design
Service Transition
Service Operations
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 course includes handouts and references useful after the class, as well as practice sessions, quizzes, exam strategies, and test-taking tips. Upon completion of the course, you will receive a voucher to take the exam at a VUE location of your choice.

What You'll 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

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

2. ITIL Introduction

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

3. 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

4. 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

5. Service Strategy

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

6. Service Design

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

7. 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

8. Exam-Taking Tips

Important techniques to help you pass your exam

9. Practice Exams

In-class and take-home exam preparation
Simulated exam

Virtual Classroom e-Learning Classroom Dates

Date	Times
Oct 4 - 8, 2010	1:00 - 5:00 PM ET	Register
Nov 15 - 19, 2010	1:00 - 5:00 PM ET	Register
Dec 27 - 31, 2010	1:00 - 5:00 PM ET	Register
Jan 17 - 21, 2011	1:00 - 5:00 PM ET	Register
Feb 28 - Mar 4, 2011	1:00 - 5:00 PM ET	Register
Mar 28 - Apr 1, 2011	1:00 - 5:00 PM ET	Register