ITIL ITIL Foundation

ITIL Foundation

395.00 316.00
$395.00 $316.00

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This Package Contains Courses - See More
  • Course Delivery: On Demand
  • Duration: 8 
  • Language: English
  • Difficulty: Beginner
  • Audience: ITIL Professionals

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Features:

  • Video Lectures and Expert Instruction
  • Demonstrations
  • PowerPoint Slides and Visuals
  • Student Workbooks
 

Description

The ITIL® Foundation Certification Course introduces the new student to the fundamentals of IT Service Management as described in the IT Infrastructure Library and helps students prepare for the certification exam along with acquiring valuable insights from instructors who have actually managed IT operations and ITSM programs.

Video Lectures and Expert Instruction:

Our unique delivery simulates a one-on-one classroom environment, creating a more personal learning experience. Our highly certified expert instructors possess a superior understanding of the subject matter in their fields and have the ability to convey this knowledge in an effective, engaging, and professional manner to a wide audience. Practical knowledge is essential for success in a real world environment and we have chosen our instructors with this in mind - many of our instructors are business owners and have been employed in their respective fields for decades!

Demonstrations:

The hands-on demonstrations in our training allow the student to view practical application of concepts in real-world environments. Demonstrations are a way for the instructor to present how to perform a task on-screen in front of the student. This feature gives the student the power to see tasks performed by a professional in the intended environment as many times as they would like, without purchasing expensive software.

PowerPoint Slides and Visuals:

Our courses feature PowerPoint slides to illustrate concepts and complement the expert instruction. Many of the in-depth theories and processes discussed in our courses can be learned most efficiently through the detailed PowerPoint slides we provide. These slides are accompanied by an instructor voiceover to provide our students with a clear, efficient, and complete presentation of concepts.

Student Workbooks:

Our courses feature printable Student Workbooks for every chapter. Our printable Student Workbooks are a study tool that allows students to take notes and bring the course material with them when they may not have access to a computer. Workbooks can also be used electronically to quickly review PowerPoint slides and training topics.

 

Topics Covered

Course Introduction - Duration: 4m

Chapter 01: Course Introduction - Duration: 14m

Lesson: Course Organization

  • Welcome to the Course!
  • Classroom Introductions
  • Mentoring Community Introductions
  • Why Are You Here?
  • Using Bloom's Taxonomy
  • What Do You Expect?
  • Housekeeping Online

Lesson: Course Conventions

  • Conventions Used
  • Quizzes & Exercises

Lesson: Course Agenda

  • ITIL Qualification Scheme
  • ITIL Foundation Certification Exam
  • Getting Started with an Online Class
  • Chapter 01 Review

Chapter 02: Introduction to ITSM - Duration: 54m

Lesson: ITSM as a Practice

  • IT Service Management
  • Critical Success Factors
  • ITIL History
  • ITIL Description
  • Need-to-Know ITSM Concepts
  • Good Practice
  • Customers
  • Service
  • Service Value
  • Utility Effect
  • Warranty Effect
  • Function - Process - Role
  • What is a Process?
  • Process Characteristics
  • Service Owner & Process Owner
  • The RACI Model
  • ITSM as a Practice Summary

Lesson: ITSM Lifecycle

  • The IT Service Management Lifecycle
  • Lifecycle-Oriented ITIL
  • Service Lifecycle Processes
  • IT Governance & Service Lifecycle
  • The Service Lifecycle - Value to the Business
  • ITSM Lifecycle Summary

Lesson: ITSM Summary

  • ITSM Introduction Summary
  • ITSM Introduction Checkpoint
  • Review of End of Chapter Quiz
  • Chapter 02 Review

Chapter 03: Continual Service Improvement - Duration: 39m

Lesson: CSI Introduction

  • CSI & the Service Lifecycle
  • Managing Across the Lifecycle
  • Purpose, Goals & Objectives of CSI
  • Scope of CSI
  • Value of CSI
  • Principles of CSI Governance
  • CSI & Organizational Change
  • PDCA & Continual Improvement
  • CSI Approach
  • Baselines
  • Metrics & Measurement
  • Critical Success Factors

Lesson: 7-Step Improvement Process

  • Purpose, Goals & Objectives
  • Scope
  • Business Value
  • Policies, Principles & Concepts
  • 7-Step Improvement Process

Lesson: CSI Summary

  • Continual Service Improvement
  • Summary CSI Checkpoint
  • Review of End of Chapter Quiz
  • Chapter 03 Review

Chapter 04: Service Operation - Duration: 1h 55m

Lesson: Introduction to Service Operation

  • Service Operation & the Service Lifecycle
  • Managing Across the Lifecycle
  • Purpose, Goals & Objectives of Service Operation
  • Scope of Service Operation
  • Value of Service Operation
  • Principles of Service Operation
  • Organizing Service Operation
  • Balancing External & Internal Views
  • Balancing Stability & Responsiveness
  • Balancing Quality & Cost of Service
  • Balancing Reactive & Proactive
  • Providing Service
  • Integrating Service Operation, Transition & Design
  • Communication's Role in Service Operation
  • Service Operation Documentation

Lesson: Service Operation Processes

  • The Service Operation Model
  • The Processes of Service Operation
  • Incident Management Introduction
  • Purpose, Goals & Objectives of Incident Management
  • Scope of Incident Management
  • Value of Incident Management
  • Concepts of Incident Management
  • Activities of Incident Management
  • Incident Logging
  • Incident Categorization
  • Categorization
  • Priority
  • Incident Diagnosis
  • Escalation
  • Incident Resolution & Recovery
  • Incident Closure
  • Expanded Incident Lifecycle
  • Incident Management Relationships
  • Incident Management Summary
  • Event Management
  • Event Management Measures & Outcomes
  • Request Fulfillment
  • Request Fulfillment Measures & Outcomes
  • Problem Management Introduction
  • Purpose, Goals & Objectives of Problem Management
  • Scope of Problem Management
  • Value of Problem Management
  • Concepts of Problem Management
  • Activities of Problem Management
  • Problem Management Relationships
  • Problem Management Summary
  • Access Management
  • Access Management Measures & Outcomes

Lesson: Service Operation Functions

  • Introduction to Service Operation
  • Functions
  • Introduction to Service Desk
  • Service Desk Function
  • The Role of the Service Desk
  • Purpose, Goals & Objectives of the Service Desk
  • Organizational Structures of Service Desk
  • Service Desk Staffing
  • Service Desk Metrics
  • Introduction to Technical Management
  • Role of Technical Management
  • Introduction to Application Management
  • Role of Application Management
  • Introduction to IT Service Operations Management
  • Role of IT Operations Management
  • Service Operation Functions Summary

Lesson: Service Operation Summary

  • Service Operation Summary
  • Service Operation Checkpoint
  • Review of End of Chapter Quiz
  • Chapter 04 Review

Chapter 05: Service Transition - Duration: 1h 21m

Lesson: Introduction to Service Transition

  • Service Transition & the Service Lifecycle
  • Managing Across the Lifecycle
  • Purpose, Goals & Objectives of Service Transition
  • Scope of Service Transition
  • Value of Service Transition
  • Principles of Service Transition

Lesson: Service Transition Processes

  • The Service Transition Model
  • Transition Planning & Support
  • Transition Planning & Support Measures & Outcomes
  • Introduction to Change Management
  • Purpose, Goals & Objectives of Change Management
  • Scope of Change Management
  • Value of Change Management
  • Concepts of Change Management
  • Activities of Change Management
  • The Change Advisory Board (CAB)
  • Change Types
  • Change Model
  • Change Proposal
  • Change Process Flow
  • Create & Review Request for Change
  • Assess & Evaluate Request for Change
  • Authorize Change
  • Coordinate Change
  • Review & Close Change
  • Standard Change
  • Relationships
  • Change Management Summary
  • Service Asset & Configuration Management
  • Configuration Management System
  • SACM Measures & Outcomes
  • Release & Deployment Management
  • Definitive Media Library
  • Release & Deployment Measures & Outcomes
  • Knowledge Management
  • Knowledge Management Measures & Outcomes

Lesson: Summary of Service Transition

  • Service Transition Summary
  • Service Transition Checkpoint
  • Review of End of Chapter Quiz
  • Chapter 05 Review

Chapter 06: Service Design - Duration: 1h 41m

Lesson: Service Design Introduction

  • Service Design & the Service Lifecycle
  • Managing Across the Lifecycle
  • Purpose, Goals & Objectives of Service Design
  • Scope of Service Design
  • Value of Service Design
  • Principles of Service Design

Lesson: Service Design Processes

  • Introduction to Design Coordination
  • Design Coordination Overview
  • Purpose, Goals & Objectives
  • Scope
  • Value to the Business
  • Introduction to Service Level Management
  • Purpose, Goals & Objectives of Service Level Management
  • Scope of Service Level Management
  • Value of Service Level Management
  • Concepts of Service Level Management
  • Activities of Service Level Management
  • Overview of Service Level Management Process
  • SLA Frameworks
  • SLRs & SLAs
  • SLA Monitoring
  • Service Level Agreement Monitoring Chart
  • Improving Customer Satisfaction
  • Managing Underpinning Agreements Service
  • Reporting Service Improvement Plan (SIP)
  • Managing & Revising SLAs and UCs
  • Contacts & Relationships
  • Feedback
  • Service Level Management Relationships
  • Service Level Management Summary
  • Service Catalog Management
  • Service Catalog Views
  • Service Catalog Management Measures
  • Capacity Management
  • Concepts of Capacity Management
  • Capacity Management Measures & Outcomes
  • Availability Management
  • Concepts of Availability Management
  • Levels & Aspects of Availability
  • Availability Management Measures & Outcomes
  • IT Service Continuity Management
  • Value of ITSCM
  • Concepts of ITSCM
  • Service Continuity Management Measures & Outcomes
  • Information Security Management
  • Concepts of Information Security Management
  • Information Security Management Measures & Outcomes
  • Supplier Management
  • Activities of Supplier Management
  • Supplier Categorization Matrix
  • Supplier Management Measures & Outcomes

Lesson: Service Design Summary

  • Service Design Summary
  • Service Design Checkpoint
  • Review of End of Chapter Quiz
  • Chapter 06 Review

Chapter 07: Service Strategy - Duration: 1h 3m

Lesson: Service Strategy Introduction

  • Service Strategy & the Service Lifecycle
  • Managing Across the Lifecycle
  • Purpose, Goals & Objectives of Service Strategy
  • Scope of Service Strategy
  • Value of Service Strategy
  • Principles of Service Strategy
  • Value Creation
  • Utility & Warranty Combined
  • Service Assets
  • Marketing Mindset
  • Service Provider Types
  • Service Structures
  • Service Strategy Fundamentals
  • Service Portfolio
  • Service Automation

Lesson: Service Strategy Activities

  • Introduction to Service Portfolio Management
  • Service Portfolio Overview
  • Purpose Goals & Objectives
  • Scope
  • Value to the Business
  • Introduction to Financial Management
  • Purpose, Goals & Objectives of Financial Management
  • Scope of Financial Management
  • Value of Financial Management
  • Introduction Business Relationships Management
  • Purpose, Goals & Objectives of Business Relationships Management
  • Scope of Business Relationships Management
  • Business Value

Lesson: Service Strategy Summary

  • Service Strategy Summary
  • Service Strategy Checkpoint
  • Review of End of Chapter
  • Quiz Chapter 07 Review
  • Course Closure
 

Quiz Information

Once a topic is completed, our built-in review quiz allows you to assess your progress and identify areas where additional study may be required. After this assessment the student can go back give some extra attention to different subject areas within a topic if necessary.

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