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ITIL® 2011 Foundation Training & Certification Course


ITIL is a widely accepted approach to IT service management (ITSM), which has been adopted by individuals and organizations across the world. It provides a cohesive set of best practice, drawn from the public and private sectors internationally.The ITIL approach provides guidance to organizations and individuals on how to use IT as a tool to facilitate business change, transformation and growth. ITIL is mapped in ISO 20000 . This recognizes the way that ITIL can be used to meet the requirements set out for ISO 20000 certification and the interdependent nature with ITIL. This is the first such mapping that ISO (the International Organization for Standardization) has allowed to be part of their standards. The ITIL ITSM Best Practice is supported by a certification scheme that enables practitioners to demonstrate their abilities in adopting and adapting the framework to address their specific needs.

The ITIL v3 best practices are currently detailed within five core publications:

  • ITIL Service Strategy
  • ITIL Service Design
  • ITIL Service Transition
  • ITIL Service Operation
  • ITIL Continual Service Improvement.

These five volumes map the entire ITIL Service Lifecycle, beginning with the identification of customer needs and drivers of IT requirements, through to the design and implementation of the service and finally, the monitoring and improvement phase of the service.

Who Should do the ITIL Foundation

  • IT professionals tasked with service improvement initiatives
  • Architects
  • IT Managers
  • System Analysts
  • System Administrators
  • Security Managers
  • IT Operations Manager



No Prerequisite Required

Recommended course

ITIL Service Strategy

Full Description

 Module 1. Service management as a practice

  • Describe the concept of best practices in the public domain
  • Describe and explain why ITIL is successful
  • Define and explain the concept of a service
  • Define and explain the concept of internal and external customers
  • Define and explain the concept of internal and external services
  • Define and explain the concept of service management
  • Define and explain the concept of IT service management
  • Define and explain the concept of stakeholders in service management
  • Define processes and functions
  • Explain the process model and the characteristics of processes

  Module 2. The ITIL service lifecycle

  • Describe the structure of the ITIL service lifecycle
  • Account for the purpose, objectives and scope of service strategy
  • Briefly explain what value service strategy provides to the business
  • Account for the purpose, objectives and scope of service design
  • Briefly explain what value service design provides to the business
  • Account for the purpose, objectives and scope of service transition
  • Briefly explain what value service transition provides to the business
  • Account for the purpose, objectives and scope of service operation
  • Briefly explain what value service operation provides to the business
  • Account for the main purpose, objectives and scope of continual service improvement
  • Briefly explain what value continual service improvement provides to the business

 Module 3. Generic concepts and definitions

  • Utility and warranty
  • Assets, resources and capabilities
  • Service portfolio
  • Service catalogue (both two-view and three-view types)
  • Governance
  • Business case
  • Risk management
  • Service provider
  • Supplier
  • Service level agreement (SLA)
  • Operational level agreement (OLA)
  • Underpinning contract
  • Availability
  • Service knowledge management system (SKMS)
  • Configuration item (CI)
  • Configuration management system
  • Definitive media library (DML)
  • Change
  • Change types (standard, emergency and normal)
  • Event
  •  Alert
  • Incident
  • Impact, urgency and priority
  • Service request
  • Problem
  • Workaround

aa. Known error

bb. Known error database (KEDB)

cc. The role of communication in service operation

dd. Release policy

ee. Types of services

ff. Change proposals

gg. CSI register

hh. Outcomes

ii. Patterns of business activity

jj. Customers and users

kk. The Deming Cycle (plan, do, check, act)

 Module 4. Key principles and models

  • Service Strategy
  • Service Design
  • Continual Service Improvement

 Module 5. Processes

  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation
  • Continual Service Improvement

 Module 6. Functions

  • Explain the role, objectives and organizational structures for
  • State the role and objectives

 Module 7. Roles

  • Account for the role and the responsibilities of the: Process owner, Process manager, Process practitioner, Service owner
  • Recognize the responsible, accountable, consulted, informed (RACI)responsibility model and explain its role in determining the organizational structure.

 Module 8. Technology and architecture

  • Understand how service automation assists with expediting service management processes

Fees & Schedule

Delivery Mode Course Duration Fees
Live Virtual Training 3 Days Ask for Quote
Onsite Classroom Training 3 Days Ask for Quote
Customized Training 3 Days Ask for Quote


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