ExpiredITIL® Foundation 2011 Edition

Lorie Gregorchuk

  • April 3, 2017 - April 5, 2017
    8:00 am - 4:00 pm
  • May 1, 2017 - May 3, 2017
    8:00 am - 4:00 pm
  • January 16, 2017 - January 18, 2017
    8:00 am - 4:00 pm

Course Delivery: Online Live                                                                         Course Length: 3 days                    

Overview: Students will be introduced to basic concepts used in IT service management. Students will acquire the essential skills and information necessary to lead and manage an IT business service through every stage of its lifecycle.

Prerequisites: End-user level computer and networking skills are required. Some level of work experience in IT service support or IT service delivery is highly recommended.

Course Objectives: At the end of this course, students will be able to:

  • 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.

Course Outline:

Introduction to ITIL

ITIL Basics

The Service Lifecycle

Continual Service Improvement

Purpose, Objectives, and Scope of CSI

CSI Principles

Service Operation

Basic Concepts of Service Operation

The Event Management Process

The Incident Management Process

The Problem Management Process

The Request Fulfillment Process

The Access Management Process

Service Operation Functions

The Service Desk Function

The Technical Management Function

The IT Operations Management Function

The Application Management Function

The Service Desk Function

Basic Concepts of Service Transition

The Change Management Process

The SACM Process

The Release and Deployment Management Process

The Knowledge Management Process

Service Design

Basic Concepts of Service Design

The Service Level Management Process

The Service Catalog Management Process

The Availability Management Process

The Capacity Management Process

The Information Security Management Process

IT Service Continuity Management

The Supplier Management Process

Service Strategy

Basic Concepts of the Service Strategy Phase

The Financial Management Process

The Service Portfolio Management Process

The Demand Management Process

The Business Relationship Management Process


Lorie GregorchukExpiredITIL® Foundation 2011 Edition