ITIL Foundation for IT Service Management (based on ITIL V2)

Special notes

This course is based on ITIL Version 2. Students who desire ITIL Foundation training on ITIL Version 3 should attend HF421S.

Course overview

This course introduces the concepts of IT Service Management (ITSM) based on the IT Infrastructure Library (ITIL). It describes a set of processes involved in developing an IT framework and features the exciting and hands-on High Performance simulation that provides an interactive learning experience throughout the course. This results in a thorough grounding in the basic theory of ITSM, which can be used to take the Foundation Certificate in IT Service Management, or to participate in ITSM projects at any level. The 3-day course is 70 percent lecture and 30 percent interactive. The ITIL Foundations Certification Exam is administered at the end of the course. Taking the exam is optional.

Please note: The 1 hour ITIL Foundation exam typically begins at 1:30 on the last day of class (2:00 for Canada sessions). Please make travel plans accordingly.

Completion of this course can earn PMI members 18 PDU credits.

Prerequisites

• Experience and knowledge of IT computing environments

Audience

• All IT staff, system and network administrators, managers, and executives who are responsible for the delivery of IT services in an organization

Ways to save

Course Objectives

With the successful completion of this course you will be able to:

• Gain a fundamental understanding of service delivery and service support processes
• Gain the knowledge necessary to prepare for the "Foundation Certificate in IT Service Management"

Benefits to you

• Identify fundamental processes involved in IT service management and how to integrate them into your business' IT services model
• Learn to move the reactive relationship between IT and users to a proactive relationship
• Learn ITSM concepts via a fun and interactive simulation

Next Steps

• ITIL practitioner courses
• ITIL service manager: Service support + Service delivery

Course outline

• Service management
  • Introduction to IT Service Management
  • ITIL introduction
  • Continuous improvement
  • Mock exams (homework)
• Service desk
  
  • Handling calls
  • Service desk options
  • Front-office versus back-office
• Incident management
  • The difference between incidents, problems and known errors
  • Incident control process
  • Classification, prioritization and escalation
• Problem management
  • Problems and known errors
  • The problems control and error control processes
  • Reactive and proactive problem management
• Configuration management
  • Providing information on the IT Infrastructure
  • Configuration items
  • Configuration management database
• Change management
  • Change management process
  • Approving and scheduling changes
  • Change advisory board
  • Emergency changes
• Release management
  • Release and distribution process
  • Release policies and types
  • Definitive software library
• Service Level Management
  • Service level and operational level agreements
  • Underpinning contracts
  • Service improvement program
  • Customer Relationship Management
• Financial management
  • Budgeting, accounting and charging
  • Cost models and cost categorization
  • Cost recovery
• Capacity management
  • Capacity database
  • Demand and workload management
• Resource and performance management
• Capacity planning
• Availability management
  • Reliability and maintainability
  • Resilience and serviceability
  • Calculating availability
• IT service continuity management
  • Risk analysis
  • Planning for potential disasters
  • Testing and executing continuity plans
• Examination: ITIL foundation for IT service management
  • Exam preparation
  • Take the ITIL foundations certfication exam