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ITIL and IT Service Management Training









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Achieving ITIL® Foundation Certification

COURSE TYPE

Foundation

Course Number

1197

Duration

3 Days

Enroll

About This Course: ITIL Foundation Certification shows that you can contribute to improving the maturity of an IT organization. Training includes comprehensive coverage of Foundation certification exam topics, pre-course study, and overview maps of key concepts that will assist you in passing your ITIL Foundation exam.

You Will Learn How To

  • Prepare for and pass the ITIL Foundation Certification Exam
  • Identify opportunities to develop IT processes using ITIL guidelines
  • Interact with IT teams using ITIL terminology and concepts
  • Explore IT service management processes
  • Recognize the importance of IT and business integration

Important Course Information

Requirements:

  • Basic IT literacy and around two years of IT experience

Course Preparation:

  • Before your event, you will be sent the ITIL Foundation Handbook and a Pre-Course Study Guide, which will let you know which parts of the ITIL Foundation Handbook you should study before class
  • To prepare you for the exam, homework and study assignments will be provided each night of the course

Exam Information:

  • The ITIL Foundation exam can be taken on the last day of the course (in-class), or any time after the course is completed via ProctorU (online) or at an eligible testing center
  • Achieving the ITIL Foundation certificate provides two credits toward your ITIL Expert certification

Course Outline

  • Service Management as a Practice

Concepts of IT service management

  • The efficient development of new services and the improvement of existing services
  • Good practice
  • Functions, roles and processes

The service lifecycle

  • Design, development and utilization of services
  • Utility and warranty
  • Service design and the business
  • IT and the business integration
  • ITIL Service Lifecycle

The five core processes

  • Service strategy
  • Service design
  • Service transition
  • Service operation
  • Continual service improvement

The value of the ITIL service lifecycle

  • Integrating the processes throughout the lifecycle
  • Explaining the objectives and scope for each phase
  • ITIL Core Concepts

Identifying and documenting the services

  • Service portfolio
  • Service catalog
  • Business case
  • Risk
  • Service provider
  • Supplier
  • Service Level Agreement (SLA)
  • Operational Level Agreement (OLA)

Optimizing the infrastructure

  • Service request
  • Change and release
  • Event, alert and incident
  • Known error and Known Error Database (KEDB)
  • Service Knowledge Management System (SKMS)
  • ITIL Key Principles and Models

Value-creation through services

  • Balancing opposing forces
  • Management information systems and tools

Exploring the importance of people, processes, products and partners

  • Critical success factors
  • Measurement methods and metrics
  • ITIL Processes

Service strategy

  • Service portfolio management
  • Financial management for IT services
  • Business relationship management

Service design

  • Service Level Management (SLM)
  • Design coordination
  • Service catalog management
  • Supplier management
  • Risk assessment and IT service continuity management
  • Defining the scope of information security management
  • Capacity management
  • Availability management

Service transition

  • Business value, asset and configuration management
  • Explaining the objectives of change management
  • Knowledge management
  • Transition planning
  • Release and deployment management

Service operation

  • Process activities of incident and problem management
  • Request fulfillment
  • Stating the purpose of event and access management

Continual service improvement

  • The seven-step improvement process
  • The Deming Cycle (plan, do, check, act)
  • Critical Success Factors (CSF) and KPIs
  • Types of metrics
  • Service Management Functions and Roles

Outlining IT organization functions

  • Service desk function
  • IT operations function
  • Technical management function
  • The application management function

Defining service roles

  • The responsibilities of key roles in service management
  • Process owner
  • Service owner
  • Process manager
  • Process practitioner
  • Recognizing the RACI responsibility model and its role in determining organizational structure
  • How service automation assists with integrating service management processes
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Course Schedule

Attend this live, instructor-led course In-Class or Online via AnyWare.

Hassle-Free Enrollment: No advance payment required.
Tuition due 30 days after your course.

Dec 7 - 9 Ottawa/AnyWare Enroll Now

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Bring this Course to Your Organization and Train Your Entire Team
For more information, call 1-888-843-8733 or click here

Tuition

Standard

Government

LIMITED TIME OFFER: SPECIAL TUITION when you enroll and attend before March 31, 2017

Course Tuition Includes:

After-Course Instructor Coaching
When you return to work, you are entitled to schedule a free coaching session with your instructor for help and guidance as you apply your new skills.

ITIL Certification Success Package
Exclusively available from Learning Tree, your ITIL training comes with a suite of benefits, including: unlimited course and exam retakes, free webinars, and expert guidance through the ITIL certification process.

Free Course Exam
You can take your course exam on the last day of your course and receive a Certificate of Achievement with the designation "Awarded with Distinction."

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Questions

Call 1-888-843-8733 or click here »

An experienced training advisor will happily answer any questions you may have and alert you to any tuition savings to
which you or your organization may be entitled.

Training Hours

Days 1 - 2 Course Hours:
9:00 a.m. - 5:00 p.m.
Two 15-minute breaks
45-minute lunch

Day 3 Course Hours - Last Day:
9:00 a.m. - 3:45 p.m.
Two 15-minute breaks
45-minute lunch
Free Course Exam*:
2:45 p.m. - 3:45 p.m.

*All AnyWare remote attendees participating in an ITIL course will have the opportunity to take their ITIL exam through a Pearson Vue testing center authorized by APMG.  However, there are other options available for most ITIL exams, including ProctorU.  If you have any questions or would like to learn more about your exam options, please call us at 1-888-THE-TREE (843-8733).

Both Learning Tree and this course have been accredited by the APM Group. As an Accredited Training Organization (ATO), Learning Tree and its trainers have been approved to deliver this course and invigilate ITIL exams. APM Group is responsible for providing the examination papers, and marking and notifying Learning Tree of the results. The five ITIL core manuals are part of a suite of guidance owned by AXELOS Limited aimed at helping organizations and individuals manage their projects, programs, and services.

ITIL® is a registered trade mark of AXELOS Limited.

Enhance Your Credentials with Professional Certification

Learning Tree's comprehensive training and exam preparation guarantees that you will gain the knowledge and confidence to achieve professional certification and advance your career.

Learning Tree is an official strategic partner of the product owner, AXELOS and an Accredited Training Provider (ATO) of the APM Group. As an accredited training organization (ATO), Learning Tree and its trainers have been approved to deliver this course and invigilate ITIL exams. Read more ...

Earn 18 Credits from NASBA

This course qualifies for 18 CPE credits from the National Association of State Boards of Accountancy CPE program. Read more ...

Earn 18 PDUs


PMI, the Registered Education Provider logo, PMP, CAPM, PMI-ACP,
and PMBOK are marks of the Project Management Institute, Inc.

This course is approved by PMI® for 18 professional development units (PDUs). For more on the Project Management Institute and a full list of courses approved for PDUs.

Business & Strategic : 18 PDUs

Read more ...

"The practice tests were very useful in preparing me to take the ITIL Foundation Certification exam, and the instructor was simply outstanding.”

- R. Smith, IT Specialist
US Navy

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