ITIL® Foundation

ITIL® Service Management >

ITIL Foundation 2011

3 Day Instructor Led Course - 21 Contact Hours (21 PMI Professional Development Units)
Upcoming Schedules for ITIL Foundation 2011 :
Dubai 14/Feb/2020 9:00 AM - 5:00 PM Friday & Saturday Enquire Now
Dubai 25/Feb/2020 9:00 AM - 5:00 PM Tuesday to Thursday Enquire Now
Dubai 21/Apr/2020 9:00 AM - 5:00 PM Tuesday to Thursday Enquire Now

Center Benefits - ITIL Service Management :

• PEOPLECERT Accredited Training Provider

• Courses are run in association with PEOPLECERT

• ITIL / PEOPLECERT Certified Trainers

• ITIL / Official Curriculum

• PMI Professional Development Units PDU Credits earned

• UAE Ministry of Education Accredited Institute

• Certificate of Achievement (Ministry Attestation fees apply)

• ITIL Exam Preparation & Sample Tests included

• Exams: exam fees included

• Corporate Venue: Onsite or at SitesPower


Training Quality Guarantees :

(conditions apply)

• Free Course Trial

• Free Course Repeat

• Corporate HR Investment Guarantee

• Corporate Customization

• Course Version Upgrade

Course Overview

The ITIL Foundation training course provides a detailed, modular introduction to the concepts, terms, definitions, benefits, objectives, and relationships within core IT service management processes and functions, according to the ITIL best practice framework.

The course is based on principles described in ITIL’s Service Support and Service Delivery Standards. The course prepares participants for the examination leading to the Foundation Certificate in IT Service Management.
ITIL Foundation is an instructor-led course which:
• Provides a practical understanding of ITIL Foundation key concepts, principles, processes, and functions
• Prepares students to pass the ITIL Foundation exam

Includes the exam leading to the Foundation Certificate in IT Service Management (40 questions, multiple-choice)


Course Outline


Introduction to Service Management


The importance of Service Management


Definition of a Service and Service Management


The Need for a Service Culture


Service Management as a Practice


The Service Lifecycle


Objectives and Business Value for Each Phase of the Lifecycle


Main Goals and Value to the Business Provided by Each Lifecycle Phase:
- Service Strategy
- Service Design
- Service Transition
- Service Operation
- Continual Service Improvement


Key Principles and Models of ITSM


Types of Service Providers


Five Major Aspects of Service Design


Service V model


Continual Service Improvement Model


Processes and Functions


Characteristics of a Process


Objectives, Business Value, Basic Concepts, Roles and Interfaces of:
- Service Portfolio Management
- Service Level Management
- Incident Management
- Change Management


Objectives and Basic Concepts of:
- 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 and Key Roles


Technology and Architecture


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