IT and Software Skills ITIL® Foundations Certification (ITIL)

ITIL® Foundations Certification (ITIL)


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2395.00 2,395.00

  • Course Delivery: Virtual Classroom
  • Duration: 3
  • Language: English
  • Audience: IT Management

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What is ITIL Foundation?

Information Technology Infrastructure Library is a set of processes used in IT service management. Those who receive the ITIL Foundation certification have a basic understanding of the ITIL framework, and how to implement those processes within an organization.

The ITIL Foundation Certification Course introduces the new student to the fundamentals of IT Service Management as described in the Information Technology Infrastructure Library and helps students prepare for the ITIL Foundation certification exam. This course allows student to also acquire valuable insights from instructors who have actually managed IT operations and ITSM programs.

All courses are offered by Deepcreek ITIL ATO/Affiliate - ITIL is a registered trade mark of AXELOS Limited

This 3 day hands-on 2011 Foundation certification training program introduces the student to the fundamentals of IT Service Management as described in version 3 of the IT Infrastructure Library. The course helps students prepare for the certification exam along with acquiring valuable insights from instructors with extensive practical experience in managing IT organizations and deploying successful ITIL-based Service Management programs. This course features lectures, discussion, team exercises and quizzes. It culminates with an optional, one-hour certification examination.


This course is suitable for all IT Management and Staff who need to understand the Service Lifecycle and their role in provisioning quality services for their customers. Senior IT and business executives, IT management and staff, consultants, project managers and others interested in learning about IT Service Management.

Topics Covered

Day 1

  • Introduction
  • ITIL Concepts
  • Good Practices
  • Services
  • Processes
  • Roles
  • Functions
  • Governance

  • Continuous Service Improvement
  • Goals and Objectives
  • Value to the Business
  • CSI Model
  • Integration with other Frameworks, Models, and Quality Systems
  • CSI Drivers
  • Deming PDCA
  • 7-Step Improvement Model
  • RACI Matrix
  • Ownership and its role in driving CSI

  • Service Operation
  • Goals and Objectives
  • Value to the Business
  • Incident Management
  • Problem Management
  • Event Management
  • Request Fulfillment
  • Access Management
  • SO Functions
  • Service Desk
  • Technical Mgmt
  • IT Operations Mgmt
  • Application Mgmt
  • Enabling Tools and Technology

Day 2

  • Review Day 1
  • Service Transition
  • Goals and Objectives
  • Value to the Business
  • Service V Model
  • Transition and Support Mgmt
  • Change Mgmt
  • Service Asset and Configuration Mgmt
  • Configuration Management Systems
  • Definitive Media Library
  • Release and Deployment Mgmt
  • Service Testing and Validation Mgmt
  • Evaluation Mgmt
  • Knowledge Mgmt
  • Enabling Tools and Technology

  • Service Design
  • Goals and Objectives
  • Value to the Business
  • 4 Ps of Service Design
  • Service Catalog Mgmt
  • Service Level Mgmt
  • Availability Mgmt
  • Capacity Mgmt
  • Security Mgmt
  • IT Service Continuity Mgmt
  • Supplier Mgmt
  • Tactical Aspects of Service Design
  • 5 key aspects of a service design
  • Roles and responsibilities
  • Enabling Tools and Technology

Day 3

  • Review Day 2
  • Service Strategy
  • 4 P's of Service Strategy
  • 4 step Service Strategy Process
  • Service Portfolio Mgmt
  • Demand Mgmt
  • Financial Mgmt
  • Business Case
  • Enabling Tools and Technology

  • Review Program
  • Self-Study, Exam Prep.

Related Courses

  • ITIL Certification - Service Lifecycle - Operation
  • ITIL Certification - Service Lifecycle - Transition
  • ITIL Certification - Service Lifecycle - Design
  • ITIL Certification - Service Lifecycle - Continual Service Improvement (CSI)
  • ITIL Certification - Service Lifecycle - Strategy
  • ITIL Certification - Service Capability - Operational Support & Analysis (OSA)
  • ITIL Certification - Service Capability - Release, Control & Validation (RCV)
  • ITIL Certification - Service Capability - Service offerings & Agreements (SOA)
  • ITIL V3 Certification - Service Capability - Planning, Protection & Optimization (PPO)
  • ITIL V3 Certification - Managing Across the Lifecycle

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An optional 1-hour, 40 question, closed book multiple choice examination is administered by an independent proctor at the end of the course. Certification is through CSME.

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