2 Days ITIL - Course Outline

Trusted Education Provider of Choice
for 400,000+ Professionals Worldwide!

410 N, 44th Street, suite 240, Phoenix, AZ 85008
T: 480-882-0706 I E: [email protected] I www.myitstudy.com
ITIL
Foundation Training
Certification
Delivery Method: Classroom
Duration: 2 Days
ITIL certications are recognized internationally across industries and
regardless of the size of the organization. The ITIL qualication is owned
by carries the prestige of the British Home Office. This two-day
intensive course provides delegates with comprehensive training to
prepare them for the ITIL examination (based on The ITIL Foundation
Certificate in IT Service Management Syllabus, latest edition).

It will enable delegates to:
Understand all the elements of the ITIL syllabus
Understand the specic examination language
Learn strategies and techniques for mastering the examination

Students will learn how to:
Explain the context of IT Service Management
Plan improvements
Execute improvement plans and strategy
Demonstrate the use of various ITIL techniques and processes
Dene a new service and its use throughout the Service Lifecycle
Design services management processes, matrices and organizational
governance
Understand the value of communication, documentation and
automation
Understand the examination guidelines
Please note that the cost of the ITIL exam is included with this course.
Our Back office support team will be able to assist you should you
have any questions.

What you will learn
Audience Profile
This course is designed for IT
Professionals, IT Support Staff,
project managers, project
management consultants and
aspiring project managers. It is also
relevant to other key sta involved
in the design, development and
delivery of services.
This course is for any proactive IT
professional willing to stand out
from his or her peers by upgrading
skills and credentials, and gaining
knowledge of best practices in
Service Management.
Any prior IT experience will be
helpful.
Prerequisites
Ideally delegates will have some
experience working in an ITSM
environment and have a basic
understanding of ITSM issues,
although no prior IT experience is
required by the Official ITIL
Accreditor.

Delegates will be provided with
pre-course reading material by
email on receipt of payment prior
to attending the course. Student
success in this intensive 2-day
course will be enhanced by paying
close attention to the pre-reading
materials.

Examination structure: questions from all chapters, testing both
understanding as well as memory

Question structure: multiple choice
Extensive examination practice and feedback is included in the
workshop.

Participants will be requested to take the ITIL examination at around
4:00 p.m. on the nal day of the course. The examination consists of:
40 compulsory questions; No negative marking
One hour
Examination Guidelines

Trusted Education Provider of Choice
for 400,000+ Professionals Worldwide!

410 N, 44th Street, suite 240, Phoenix, AZ 85008
T: 480-882-0706 I E: [email protected] I www.myitstudy.com
ITIL
Foundation Training
Certification
Delivery Method: Classroom
Duration: 2 Days
Introduction
1. Introduction/Housekeeping
2. Introduction to key ITIL concepts
3. IT as a Service
4. Introduction to processes and
process management
5. The Service Lifecycle approach

Service Design
1. Purpose, goal, objectives and scope
2. Service Design processes
3. The 4 Ps
4. Service Design aspects
5. Service Catalogue Management
6. Service Level Management
7. Capacity Management
8. Availability Management
9. IT Service Continuity Management
10. Service Portfolio
11. Information Security Management
Supplier management

Service Transition
2. Service Transition value to the business
3. Technology and architecture in Service Transition
4. Service Transition Processes
5. Change Management
6. Service Asset and Configuration Management
7. Release and Deployment Management
8. Knowledge Management

Service Strategy
2. Value Creation through Services
3. Assets Resources and Capabilities
4. Service Strategy Main activities
5. Service Strategy processes
6. Service Portfolio Management
7. Demand Management
8. Financial Management

Service Operations
2. Service Operation definitions
3. The Service Desk
4. Technical Management
5. Application Management
6. IT Operations Management
7. Service Operations processes
8. Event Management
9. Request Fulfilment
10. Problem Management
11. Access Management

Continual Service Improvement
2. Models and Processes
3. The Deming Cycle
4. Measurement and metrics
5. The Seven-Step Improvement Process
6. Continual Service Improvement activities
7. Risk Management
8. Continual Service Improvement interfaces
9. Interface with Service Level Management

Case Studies and Practice Test
Course Outline

2 Days ITIL - Course Outline

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