ITIL® Foundation Certification Course

Prepare for ITIL® Certification. This 3-day hands-on training program
for IT Infrastructure Library (ITIL®) Foundation certification introduces
you to the fundamentals of IT Service Management (ITSM) as
described in ITIL Version 2011. This course will help you prepare for the
certification exam and acquire valuable insight from instructors who
have actually managed IT operations and ITSM programs.

Course Outline

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

ITIL Introduction and “Logistics”

  • Good practices

  • ITIL qualification scheme, bodies, and certifications

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

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

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

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

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

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


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.

Available Course Dates

08/21/2017 11:00 am - 08/23/2017 7:00 pm
09/18/2017 11:00 am - 09/20/2017 7:00 pm
10/23/2017 11:00 am - 10/25/2017 7:00 pm
11/13/2017 11:00 am - 11/15/2017 7:00 pm
12/18/2017 11:00 am - 12/20/2017 7:00 pm
Click here to sign up for this class