ITIL Foundations 2011

Vendor: ITIL - ITIL Foundations
Course # ITIL
Course Starts On: February 19, 2014 - April 7, 2014 - May 28, 2014 -
Length of the Course: 3 Days
Price: $2,150 – Click Here to Pre Register

Course Description

ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries

ITIL® is a set of best practices guidance that has become a worldwide-adopted framework for Information Technology Services Management (ITSM) by many Public & Private Organizations. Since early 1990, ITIL® has been evolving from focusing on Functions and Processes under versions 1 and 2 to focusing on the Full Service Lifecycle Management under version 3.

In addition to the existing benefits of aligning IT goals and objectives with the business, improving quality and reducing cost of operation; ITSM and ITIL® V3 now emphasizes the following areas:

Assist in transforming IT Service Management onto a strategic business asset
Assist in defining and managing the complete lifecycle of IT Service Management Process
Provide guidance on the development of Services Strategy, the development of Service Design, the Transition of Services from current to desired state, the Implementation and the Continuous improvement of the those Services
This exam-preparatory course provides comprehensive coverage of foundation concepts within the IT Infrastructure Library (ITIL) V3. Through lectures and practice exam questions participants explore the concepts of good practice in IT Service Management based on the ITIL® V3 Framework.


This three (3) days classroom training course with examination held on the afternoon of the 3rd day is accredited by both LCS and EXIN examinations institutes.
Including a sample examination and preparation to re-enforce the knowledge gained.
The format of the examination for this program consists of a closed book paper of 40 questions, to be answered within 60 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed additional 15 minutes to allow use of a dictionary). The pass mark will be 65% or more – 26 or more correct answers.
The Minimum number of students per session is 6 where the maximum is 25.

Course Audience:

Executives and key stakeholders
Process Owners and Managers
Senior technical and operational staff
IT professionals and Consultants
IT customers

Course PreRequisites:

General IT knowledge
Preferably ITIL® awareness
Students will complete at a minimum 18 hours of class time and no personal study is required.
Sample exam will be discussed in the classroom to prepare students for the real exam.
Course participants should follow our ATO accredited material and/or purchase the appropriate OGC publication to review and prepare for the exam; also the syllabus and the pertinent areas of the ITIL® Service Management Practice core guidance should be reviewed as well in preparation for the exam.

Course Outline:

Program Contents

Overview of the drivers for ITIL® 2011
Key differences between ITIL® V2, ITIL® V3 and ITIL®2011 – What are the major changes?
New concepts, definitions and terminology
Key processes and functions
Introduction to Service Management


The evolution of Service management
Definition of Service and Service Management
Service Management as best practice
The importance of adopting a service and continual improvement culture and approach
Interface to other framework and standards (i.e. ISO/IEC 20000)
The Service Lifecycle

Objectives and business value
The main components (the new books) within the 5 stages in the lifecycle:
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement
Key Principles of IT Service Management

Types of service providers
Five key aspects of Service Design
The 7 “Rs” of Change Management
Service “V” model
Continual Service Improvement model
The need for IT Governance and control
Process development characteristic and guidelines
Basic concept, objectives and activities of:

Service Portfolio Management
Service Level Management
Incident Management
Change Management
Demand Management
Financial Management
Service Catalogue Management
Availability Management
Capacity Management
Supplier Management
Information Security Management
IT Service Continuity Management
Service Asset and Configuration Management
Release and Deployment Management
Event Management
Problem Management
Request Fulfillment
Access Management
The 7 step improvement process
Overview of the functions

Service Desk
Application Management
Operations Management
Technical Management
Organization structure

Key roles and responsibilities
Technology and Architecture considerations
Program Material

This training program includes the following as reference documentation:

Program slide presentation
ITIL® V3 Syllabus document
Exam study guide
ITIL® V3 acronyms and glossary
Sample examination questions and answers
Simulation and practical application

We provide the students with real life experiences; we use the client organization as “Case study” example for the purpose of discussion to show the value of using best practice. We integrate group exercises and sample exam questions to simulate and practice the subject matter.