ITIL200: ITIL Foundation Certification Course with Exam

Prepare for ITIL® Certification. This hands-on training program for IT Infrastructure Library (ITIL®) Foundation certification provides you with a general overview of the IT Service Management Lifecycle, its supporting processes, functions and roles and the key concepts of an integrated IT Service Management framework.

ITIL® is a registered trade mark of AXELOS Limited. Used under permission of AXELOS Limited. All rights reserved.

This course is for anyone who requires a basic understanding of the ITIL® framework or those who need understanding of how ITIL can be used to enhance the quality of IT Service Management within an organization and IT professionals or others working within an organization that has adopted and adapted ITIL® who need to be informed about, or contribute to an on-going service improvement program. Successful completion of the Foundation certificate also fulfills the prerequisite entry criteria for the next level of study within the ITIL® qualifications scheme, the ITIL® 2011 Intermediate Level.

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
• Supporting Service Management frameworks, methodologies and standards

2. ITIL Introduction and “Logistics”

• Good practices
• 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 to achieve required and agreed business outcomes
• Processes and activities that support the lifecycle phase

4. Service Design

• Convert strategy into services
• Design and develop services, supporting processes, technology and architecture
• Design principles and methods
• Processes and activities that support the lifecycle phase

5. Service Transition

• Develop and improve transition capabilities
• Manage change complexity and risk mitigation activities
• Prevent undesired results while enabling innovation
• Processes and activities that support the lifecycle phase

6. Service Operation

• Effectively and efficiently deliver support services
• Ensure value to customer and service provider
• Maintain stability while allowing for change
• Processes, functions and key concepts that support the lifecycle phase activities

7. Continual Service Improvement

• Ensure value for customers in improvements
• Importance of measures & metrics to the improvement of services
• Link improvement efforts to strategy, design, and transition
• Processes and main activities of CSI

8. Exam-Taking Tips

• Important techniques to help you pass your exam
• Multiple sample exams and exercises to test knowledge and ability to apply best practices