IL1551: ITIL Foundation

Course Length: 24 hrs

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

Price: $1595

Format: Onsite, online

ITIL is the most widely adopted approach for IT Service Management in the world. It provides a practical, no-nonsense framework for identifying, planning, delivering and supporting IT services to the business.

In this course, you will get an introduction to the lifecycle of managing IT services, to deliver to business expectations using 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.

Topics Covered:

• 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 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. Peripheral Devices

• 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

Notes: Formerly IIUSA-626