Training

ITIL Foundations Class

Overview
Understand the fundamental and basic elements and structure of the Information Technology Infrastructure Library and realize the importance of a proven systems approach to IT Service Management.

The ITIL provides a thorough description of the processes involved in managing IT infrastructures at a world class service level. Become aware of the best practice approach to IT service support and service delivery. Learn about the ITIL management framework, basic terms, and concepts of the work processes used to manage an IT infrastructure and their organization in the ten ITSM Modules.

This ITIL Training course is designed to provide a thorough understanding of the ten ITSM modules. It will also briefly cover additional ITSM areas of importance. It answers the question, "What is ITIL all about?"

A thorough understanding the ten main modules of IT Infrastructure Library/IT Service Management is critical to an ITIL implementation of the IT processes contained in this methodology. ITIL is an integrated approach requiring communication, teamwork and cooperation between groups within an IT organization.

ITIL Foundations provides a consistent approach, terminology and methodology that all IT professionals within the organization can use to increase effectiveness in process efficiencies, process engineering and communication throughout the organization. This training provides attending IT professionals, exposure to areas beyond their area of expertise helping them gain an understanding of the importance of a consistent approach that will benefit the entire IT organization.

Course Objectives
Upon completion of the course, attendees will be able to:

• Understand and describe the importance of an IT infrastructure and best practices
• Describe and converse in consistent terms about, the IT Service Management framework, and the ten modules
• Articulate the benefits to having a consistent process framework that integrates people, process and technology
• Understand the importance of stakeholders in order for an ITIL implementation to be successful
• Take the Foundations Certification Readiness Test and, if successful, receive ITIL certification

Prerequisites

• None

Audience
IT Professionals, Managers, Process owners, Directors, Consultants supporting process-driven management

Course Duration

• 2 ½ days

This includes taking and pass the ITSM Foundations Certification Examination

Course Topics

• Overview of IT Infrastructure Library/IT Service Management
• ITIL scope, infrastructures, and process terminology
• Strategies and operations views of ITIL
• Certification Requirements
• IT Service Management Module Discussions
  Service Support
  The Service Desk
  Incident Management
  Problem Management
  Configuration Management
  Change Management
  Release Management
  
  Service Delivery
  Service Level Management
  Availability Management
  Capacity Management
  Financial Management for IT Services
  IT Service Continuity Management
• Benefits of IT Service Management
• Review of Objectives
• Summary; Questions and Answers
• Evaluations

Successful Completion
Successful completion of this course requires that participants actively participate in classroom discussions and exercises all two ½ days, not missing any classroom time.

This includes taking the ITSM Foundations Certification Examination.

Information
To find out more about these training classes, contact us at 610.644.2856 or email us at info@davidconsultinggroup.com.