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ITIL Foundations 2011 Edition


[ Course No. ITIL2011F - 3 Days ]

  • COURSE OVERVIEW

The ITIL® Foundation course is the entry level certification course for IT Service Management Best Practices training in ITIL. This course covers the latest version of core ITIL best practices presented from a lifecycle perspective. The course introduces the principles and core elements of IT service management (ITSM) based on ITIL. ITIL is comprised of five core publications: Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement, promoting alignment with the business as well as improving operational efficiency.

This course is delivered using an exciting case study designed to further enhance and cement the candidates understanding of ITIL. Students who have attended this course are suitably prepared to successfully take the associated ITIL Foundation certification test which is a requirement for attending any of the further learning courses (ITIL intermediate level training) available in this track.

  • AUDIENCE

IT Professionals, IT Support Staff, Application, Project and Business Managers, Any member of an IT team involved in the delivery of IT Services.

  • OBJECTIVES

After completing this course, students will be able to:

  • Identify the principles and concepts of IT Service Management based on ITIL.
  • Identify the best practices of implementing ITIL in an organization.
  • Define the terminology used in ITIL
  • Identify the concepts and definitions used in the Service Lifecycle.
  • Define Service Strategy concepts
  • Define Service Design concepts
  • Define Service Operations concepts
  • Define Service Transition concepts
  • Define Continual Service Improvement concepts
  • Define the roles, processes, and components within key areas of IT Service Management based on ITIL
  • Prepare the student to take the ITIL Foundation Certification exam
  • PREREQUISITES

There are no pre-requisites for this course, although a basic knowledge of Service Management concepts will be helpful.

  • Related Certification Exam(s)

ITIL Foundation Exam

The exam is closed book with forty (40) multiple choice questions. The pass score is 65% (26 out of 40 questions). The exam lasts 60 minutes. The exam can be taken in two formats: Paper based or Online. Upon successfully achieving the ITIL Foundation certificate, the student will be recognized with 2 credits in the ITIL® qualification scheme.

Project Management Institute - Professional Development Units (PDUs) = 21

  • Next Class(es)

Any Service Strategy course.

  • COURSE OUTLINE

Module 1: Introduction

Lessons

  • Introduction/Housekeeping
  • Introduction to key ITIL concepts
  • IT as a Service
  • Introduction to processes and process management
  • The Service Lifecycle approach

Module 2: Service Strategy

Lessons

  • Purpose, goal, objectives & Scope
  • Value Creation through Services
  • Assets - Resources and Capabilities
  • Service Strategy - Main activities
  • Service Strategy processes
  • Service Portfolio management
  • Demand management
  • Financial management
  • Business Relationship Management

Module 3: Service Design

Lessons

  • Purpose, goal, objectives & Scope
  • Service Design processes
  • The 4 P's
  • Service Design aspects
  • Service Catalog Management
  • Service Level Management
  • Capacity Management
  • Availability Management
  • IT Service Continuity Management
  • Service Portfolio
  • Information Security Management
  • Supplier management
  • Design Coordination

Module 4: Service Transition

Lessons

  • Purpose, goal, objectives & Scope
  • Service Transition value to the business
  • Technology and architecture in Service Transition
  • Service Transition Processes
  • Change Management
  • The 7 R’s of Change Management
  • Service Asset and Configuration Management
  • Release and Deployment Management
  • Knowledge Management

Module 5: Service Operation

Lessons

  • Purpose, goal, objectives & Scope
  • Service Operation definitions
  • The Service Desk
  • Technical Management
  • Application Management
  • IT Operations Management
  • Service Operations Processes
  • Event Management
  • Request Fulfillment
  • Problem Management
  • Access Management

Module 6: Continual Service Improvement

Lessons

  • Purpose, goal, objectives & Scope
  • Models and Processes
  • The Deming Cycle
  • Measurement and metrics
  • Continual Service Improvement activities
  • Risk management
  • Continual Service Improvement interfaces
  • Interface with Service Level Management

Module 7: Exam Preparation

Lessons

  • Sample Exams
  • Feedback
  • Recap


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