Course Specifications

Course Number:

093010

Course Length:

3 days

Course Description

Overview:

If you are an IT professional looking to get into IT service management using ITIL best practices, the IT Infrastructure Library (ITIL®) Foundation Certification (2011 Edition) course is the first step in your preparation. The course will prepare you for the ITIL Foundation exam, introducing you to basic concepts used in IT service management. In this course, you will acquire the essential skills and information necessary to lead and manage an IT business service through every stage of its lifecycle.

Implementing and supporting IT services in the workplace can often be a daunting task since all organizations differ in key ways. Whether it's upgrading from one service to another, improving an existing service, or designing a service from scratch, business-focused leadership and management are crucial elements of services that your customers will perceive as valuable. The course will prepare you for the ITIL Foundation exam, introducing you to basic concepts used in IT service management. In this course, you will identify the fundamental concepts of ITIL to help prepare yourself for the Foundation Certification.

This course is accredited by ACQUIROS and PEOPLECERT.

Course Objectives:

In this course, you will describe the fundamental concepts of ITIL®, and identify the stages of the IT Service Management Lifecycle. You will do so by first analyzing existing services in the Continual Service Improvement (CSI) state, and then working back through the service lifecycle to the initiation of services in Service Strategy (SS).

You will:

• Describe the history and basic concepts of ITIL.
• Describe Continual Service Improvement in the IT Service Lifecycle.
• Describe Service Operation in the IT Service Lifecycle.
• Describe the various functions of Service Operation Lifecycle in the IT Service Lifecycle.
• Describe Service Transition in the IT Service Lifecycle.
• Describe Service Design in the IT Service Lifecycle.
• Describe Service Strategy in the IT Service Lifecycle.

Target Student:

The target student is any IT professional who works in IT service support and delivery: including Service Desk/Help Desk managers and staff; IT department managers; or any other IT support and delivery roles; who either wishes to advance to service management, benefit from the knowledge of a de facto standard for describing IT service and support, or who wishes to refine their skills in their current service management job to include ITIL best practices.

Prerequisites:

End-user level computer and networking skills are required. You can obtain this level of skill and knowledge by taking the following course, available from Logical Operations:

• Using Microsoft® Windows® 8.1 or any similar introductory course.

• CompTIA® IT Fundamentals™ (Exam FC0-U51) or other courses available from the Logical Operations “IT Systems and Security” curriculum library.

Course-specific Technical Requirements

Hardware:

If you wish to use the overheads provided in the data files, you will need to set up a computer for the instructor.

• 1 GHz or faster 32-bit (x86) or 64-bit (x64) processor
• 1 gigabyte (GB) RAM (32-bit) or 2 GB RAM (64-bit)
• 16 GB available hard disk space (32-bit) or 20 GB (64-bit)
• Keyboard and mouse (or other pointing device)
• 1024 x 768 resolution monitor recommended
• Network cards and cabling for local network access
• Internet access (contact your local network administrator)
• Projection system to display the instructor's computer screen

Software:

• Any current version of Microsoft® Windows or any current version of Apple® Mac OS® X.
• Microsoft® PowerPoint® or any other slide viewing software to display the course slides. (Instructor machine only.)
• A web browser if you plan to perform the optional web-based research activity during class time.

Course Content

Lesson 1: Introduction to ITIL

 Topic A: ITIL Basics

 Topic B: The Service Lifecycle

Lesson 2: Continual Service Improvement

 Topic A: Basic Concepts of Continual Service Improvement

 Topic B: CSI Principles

Lesson 3: Service Operation

 Topic A: Basic Concepts of Service Operation

 Topic B: The Event Management Process

 Topic C: The Incident Management Process

 Topic D: The Problem Management Process

 Topic E: The Request Fulfillment Process

 Topic F: The Access Management Process

Lesson 4: Service Operation Functions

 Topic A: The Service Desk Function

 Topic B: The Technical Management Function

 Topic C: The IT Operations Management Function

 Topic D: The Application Management Function

Lesson 5: Service Transition

 Topic A: Basic Concepts of Service Transition

 Topic B: The Transition Planning and Support Process

 Topic C: The Change Management Process

 Topic D: The Service Asset and Configuration Management Process

 Topic E: The Release and Deployment Management Process

 Topic F: The Knowledge Management Process

Lesson 6: Service Design

 Topic A: Basic Concepts of Service Design

 Topic B: The Design Coordination Process

 Topic C: The Service Level Management Process

 Topic D: The Service Catalog Management Process

 Topic E: The Availability Management Process

 Topic F: The Capacity Management Process

 Topic G: The Information Security Management Process

 Topic H: IT Service Continuity Management

 Topic I: The Supplier Management Process

Lesson 7: Service Strategy

 Topic A: Basic Concepts of Service Strategy

 Topic B: The Financial Management Process

 Topic C: The Service Portfolio Management Process

 Topic D: The Demand Management Process

 Topic E: The Business Relationship Management Process

Appendix A: Syllabus Mapping