ITIL ® Foundation Package (Course & Certification)
- Course Code ILFN
- Duration 4 days
Course Delivery
Additional Payment Options
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GTC 26 inc. VAT
GTC, Global Knowledge Training Credit, please contact Global Knowledge for more details
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Course Delivery
This course is available in the following formats:
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Class Connect HD
Connect to a class in HD
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Company Event
Event at company
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Elearning (Self-paced)
Self paced electronic learning
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Public Classroom
Traditional Classroom Learning
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Virtual and Classroom
You choose if you would like to attend the classroom or access virtually
Request this course in a different delivery format.
Course Overview
TopNederlands:
Goed functionerende informatiesystemen zijn essentieel voor de bedrijfsvoering van organisaties. ITIL ® (IT Infrastructure Library) is een methode voor het inrichten van processen voor service management, die kan worden ingezet om de IT-dienstverlening van een organisatie te professionaliseren. Deze methode is gebaseerd op 'best practices'. Tijdens de cursus ITIL ® Foundation leert de deelnemer onder andere de basisbegrippen van ITIL ® en het belang van IT-infrastructuur en IT-dienstverlening voor organisaties.
Engels:
Learn about process improvements, benefits, and challenges of ITIL ®, and get your ITIL ® Foundation certification. In this exciting and dynamic course, you will get an introduction to the lifecycle of managing IT services to deliver to business expectations.Upon completing this course, 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 course includes handouts and references useful after the class, as well as practice sessions, quizzes, exam strategies, and test-taking tips. The one-hour ITIL ® Foundation exam will be offered on the last day of class.
Course Schedule
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- Delivery Format: Public Classroom
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Date:
04-06 November, 2019
Guaranteed To Run
Late Availability
- Location: LYON PART DIEU
- Language: FR
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- Delivery Format: Public Classroom
- Date: 25-27 November, 2019
- Location: Nieuwegein (Iepenhoeve 5)
- Language: NL
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- Delivery Format: Public Classroom
- Date: 25-27 November, 2019
- Location: LILLE EURATECHNOLOGIE
- Language: FR
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- Delivery Format: Public Classroom
- Date: 27-29 November, 2019
- Location: RUEIL ATHENEE
- Language: FR
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- Delivery Format: Public Classroom
- Date: 10-12 December, 2019
- Location: Zoetermeer (Centrum West 21)
- Language: NL
Target Audience
TopNederlands:
Professionals die betrokken zijn met het beheer, de organisatie en de optimalisatie van de activiteiten van de processen in een IT serviceorganisatie. De doelgroep bestaat uit iedereen die hun IT Service Management vaardigheden naar de nieuwste inzichten willen ontwikkelen.
Engels:
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.
Course Objectives
Top- 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
Be prepared for the ITIL ® Foundation Certificate exam
Course Content
Top1. 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 Strategy
- Design, develop, and implement service management
- Service management as a strategic asset
- Setting objectives and expectations
- Identify and select prioritization opportunities
4. Service Design
- Design and develop services
- Develop processes
- Design principles and methods
- Convert strategy into services
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
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
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
8. Exam-Taking Tips
- Important techniques to help you pass your exam
9. Exam Review
10. Exam
Course Prerequisites
TopFamiliarity with IT terminology and IT-related work experience are recommended.
Test Certification
TopThis course prepares for the 'ITIL ® Foundation' certification.
Follow on Courses
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Service Lifecycle Modules:
ITIL ® Service Lifecycle: Service Strategy (Incl. Certification)
ITIL ® Service Lifecycle: Service Design (Incl. Certification)
ITIL ® Service Lifecycle: Service Transition (Incl. Certification)
ITIL ® Service Lifecycle: Service Operation (Incl. Certification)
ITIL ® Service Lifecycle: Continual Service Improvement (Incl. Certification)
Service Capability Modules:
ITIL ® Capability: Operational Support and Analysis (Incl. Certification)
ITIL ® Capability: Planning, Protection and Optimization (Incl. Certification)
ITIL ® Capability: Release, Control and Validation (Incl. Certification)
ITIL ® Capability: Service Offerings and Agreements (Incl. Certification)
Managing across the lifecycle, the last course in the qualification scheme:
ITIL ® Managing Across the Lifecycle (Incl. Certification)
People involved in IT Service Management need good communication skills and should have customer focus. The following workshops equip customer service professionals with models, concepts, tools and skills to enhance the success of internal and external customer interactions to achieve higher levels of customer service, satisfaction and loyalty:
Business Simulation:
The Apollo 13 business Simulation can be used to support many ITSM learning initiatives, or a part of an organizational improvement initiative. Helping break down silos, improve team working and collaboration, learning to apply ITIL ® theory. Click the following link for more information:
