ITIL® Foundation Certification Training

Our course provides IT leaders, practitioners, support staff of the organization, or individuals with complete information and practices to understand the key concepts and languages of the program.

• The course objective
• Overview of ITIL
• Why ITIL is successful
• ITIL 2011 Components
• ITIL Core Publications
• ITIL V3 Credit System
• ITIL V3 Exam details

• IT Service Management Best Practices
• Public and Proprietary Practices
• Service Introduction
• Service Management: Practices, Challenges and Benefits
• Stakeholders in Service Management
• Internal and External Customers and Services
• Process: Characteristics
• Functions Related to Service Management
• How Process and Functions Operate
• Roles in Service Management
• RACI Model
• Types of Service Providers
• Suppliers and Legal Agreements

• Components of Service Management Lifecycle
• Interactions in Service Lifecycle
• Relationship between Governance and ITSM

• Service Strategy: Purpose, Objective, Scope, Value for Business
• Service Strategy Processes
• Type of Services
• Service Strategy: Customers and Users

• Service Utility and Warranty
• Service Assets
• Value Creation
• Factors that Influence Customer Perception of Value
• Business Outcome
• Service Packages
• Business Case and its Uses
• Simple Business Case Structure
• Risk
• Service Management Technology and Automation
• Automation Benefits
• Service Management Tools

• Demand Management Process – Purpose, Objective, Scope
• Managing Demand for Services
• Patterns of Business Activities and User Profiles
• Service Portfolio Management-Introduction, Purpose, Objective, Scope
• Service Portfolio- Component Diagram, Process
• Financial Management for IT Service - Purpose, Objective, Scope, Activities, Benefits
• Business Relationship Management – Purpose, Objective, Scope
• BRM- External and Internal Service Providers
• Business Relationship Manager - Responsibilities

• Service Design Purpose, Objective, Scope
• Service Design- Value for Business
• Roles in Service Design

• Four P’s of Service Design
• Five Major Aspects of Service Design
• Service Design Package

• Service Catalogue Management- Purpose, Objective, Scope, Two View Structure, Three View Structure
• Role of Service Catalogue Manager
• Service Level Management- Purpose, Objective, Scope, Process Activities, Key Terms
• Service Level Management- Relationship Between Service Catalogue and Agreements
• Service Level Management – Design SLA Structure
• Content of an SLA, Service Review
• Service Improvement Program
• Service Level Management vs Business Relationship Management
• Supplier Management- Purpose, Objective, Scope
• Supplier and Contract Management Information System
• Supplier Management and Service Level Management
• Role of Supplier Manager
• Capacity Management – Purpose, Objective, Scope, Process Activity, Sub processes
• Business Capacity Management
• Service Capacity Management
• Component Capacity Management
• Capacity Management- Capacity Plan
• Availability Management
• Concepts related to Expanded Incident Lifecycle
• IT Service Continuity Management
• Information Security Management and Framework
• IT Security Policy
• Information Security Management
• Design Coordination and Governance

• Service Transition
• Configuration Item
• Configuration Management System

• Introduction to Service Transition Process
• Transition Planning and Support
• Change Management and Model
• Change Advisory Board and Change Manager
• 7 R’s of Change Management
• Change Matrix
• Service Asset and Configuration Management
• Configuration Baseline and Database
• Definitive Media Library
• CMDB and DML
• Secure Library and Secure Stores
• SACM – Logical Model
• Relationship Between CMDB, CMS and SKMS
• Release and Deployment Management Process
• Release Policy
• Release and Deployment Approaches
• RDM Phases
• Release Management
• Knowledge Management
• Sata-Information-Knowledge-Wisdom (DIKW)

• Service Operation
• Role and Types of Communication

• Event Management
• Event Logging and Filtering
• Managing Exceptional Events
• Alerts and Incidents
• Incident Management
• Priority
• Process Interfaces
• Problem Management
• Known Errors and Known Error Database
• Types of Problem Management Processes
• Request Fulfilment
• Service Request
• Access Management

• Service Desk
• Technical Management Function
• Application Management
• IT Operations Management

• Continual Service Improvement

• CSI Organizational Change
• CSI Register
• Service Measurement
• CSI- Monitor and Measure
• Type of Metrics
• CSI-Measurement and Metrics
• PDCA-Deming Cycle
• Seven-Step Improvement Process
• Seven Step SIKW Model
• CSI Approach