ITIL® v2 Foundation – 3 Days Course

This three day course will introduce participants to the Information Technology Infrastructure Library (ITIL®), the most widely accepted approach to IT service management in the world. ITIL® provides a comprehensive and consistent set of best practices for IT service management, promoting a quality approach to achieving business effectiveness and efficiency in the use of information systems. Participants will focus on the best practices presented by this framework through a comprehensive discussion of the material illustrated with case studies and instructor-led group exercises. This course will help prepare the participant to attempt the ITIL® Foundations certification exam and achieve their IT Service Management Foundation Certificate (“ITIL® Foundations Certificate”).

Upon completion of this course, the participant will be able to:

> Have an understanding of the ITIL® set of best practices
> Recognize the Service Desk function as well as the five processes which make up Service Support and the five processes which make up Service Delivery
> For each process understand the roles, responsibilities, and terminology as well as the benefits
> Identify how the ITIL® set of best practices applies to various case studies
> Have an understanding of Security Management and how it fits in the ITIL® Infrastructure Library

Introduction to ITIL®
The Service Desk
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Service Level Management
Capacity Management
Availability Management
Continuity Management
Financial Management for IT Services
Security Management

DOCUMENTATION
Each participant receives a manual which includes all of the PowerPoint slides used in this class.  They will also receive test prep material.

EXAM PREPARATION
Completion, review & discussion of examination question examples.

EXAMINATION
This course prepares the participant for the internationally recognized IT Service Management Foundation Certification examination.

CRITERIA FOR CERTIFICATION
A score of 26 correct answers out of 40 questions is required for passing this examination.

None.

ITIL® is a Registered Trade Mark, a Registered Community Trade Mark of the Office of Government Commerce and is registered in the U.S. Patent and Trademark Office.