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ITIL® v2: Achieving Foundation Certification

 
Course: 187     Type: Course Workshop     Duration: 3 Days

Quick Enroll    

You Will Learn How To
  • Prepare for and take the ITIL Foundation Certification Exam
  • Evaluate best practices in IT Service Management based on the ITIL framework
  • Assess the activities and roles involved in each ITIL process
  • Explore the components of Service Support and Service Delivery processes
  • Recognize key IT Service Management terminology
  • Identify security issues throughout the ITIL processes

Course Benefits
The IT Infrastructure Library (ITIL) provides a holistic framework of best practices, enabling organizational IT services to operate more effectively and efficiently. In this course, you take the ITIL Foundation Certification Exam on the final day of class. The unique structure and format of this course follows the guidelines of the testing body and provides comprehensive coverage of the ITIL Foundation Exam topics.

Who Should Attend
IT service/support managers and staff, project managers, IT consultants and developers who want to achieve ITIL Foundation certification. General IT knowledge is assumed.

Course Workshop
Attendees gain knowledge in each ITIL process and function through interactive class activities. Workshops include:
  • Applying ITIL processes
  • Identifying issues and complications in the application of processes
  • Daily exam practice and review sessions
  • Taking the ITIL Foundation Certification exam

Course 187 Content
ITIL Fundamentals
  • Origins, development and governance of the ITIL methodology
  • Defining IT Service Management
  • Reviewing the structure and scope of the Foundation Certification examination
  • People, process and technology
The Service Desk Function and Incident Management
Establishing the Service Desk
  • Distinguishing the Service Desk from call centers and help desks
  • Costing the Service Desk
  • Service Desk business benefits
Managing an incident life cycle
  • Identifying, categorizing and prioritizing incidents
  • Investigating and processing incidents through to closure
Problem Identification and Resolution
Demystifying problem control with Problem Management
  • Minimizing the adverse effects of incidents and problems
  • Proactive and reactive Problem Management
Achieving error control
  • Getting to the root cause
  • Progressing error correction
Evaluating Change via Change Management
  • Setting up a change advisory board
  • Analyzing the impact of proposed changes
  • Establishing standard methods and procedures for managing change
Assessing Infrastructure Through Configuration Management
  • Relationship with incidents, problems, changes and releases
  • Identifying, controlling and maintaining configuration items
  • Measuring compliance
Release Management from Planning to Deployment
  • Working through Release Management stages
  • Managing Definitive Hardware Store (DHS) and Definitive Software Library (DSL)
  • Accounting for technical and non-technical aspects of the release
The Service Level Management (SLM) Life Cycle
  • Planning, implementing and delivering Service Level Agreements (SLA)
  • Operational Level Agreements (OLA)
  • Supporting the Service Level Agreement (SLA) with Underpinning Contracts (UC)
Ensuring Availability
  • Planning, improving, measuring and reporting for availability
  • Applying the ARMSS model of Availability Management
  • Measuring system unavailability
Maintaining IT Service Continuity
  • Identifying, planning and managing for risks and risk impacts
  • Invoking contingency plans in crisis situations
Effective Capacity Management
  • Implementing Capacity Management (CM)
  • Managing business, service and resource capacity
  • Monitoring capacity
  • Tuning systems to optimize performance
Planning Effective Financial Management
  • Developing, budgeting, charging and accounting systems for IT services
  • Providing essential management information for workable and cost-effective operations
Securing Infrastructure Processes
  • Managing confidentiality, integrity and availability (C-I-A) of data
  • Integration of Security Management with other ITIL processes

Important Course Information

Related Courses
The PMI R.E.P. logo is a registered mark of the Project Management Institute, Inc. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. Swirl logo is a Trade Mark of the Office of Government Commerce.
  
 
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ITIL v2: Achieving Foundation Certification
Upcoming Dates
Jan 14 - 16, 2009
 Washington, DC (Reston, VA)
Jan 28 - 30, 2009
 Washington, DC (Rockville, MD)

ITIL v2: Achieving Foundation Certification
Bring Learning Tree On-Site

Course Tuition
$ 2,390 Standard Tuition
Tuition with a Savings Plan
$ 1,700 Premium-Pass
$ 2,200 Voucher 10-Pack
$ 2,155 Alumni Gold Discount
$ 2,124 Government Discount
 
 

ITIL v2: Achieving Foundation Certification
ITIL v2: Achieving Foundation Certification
Course participants identifying issues in managing the changing infrastructure.
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Customer Service or Enroll: 1-800-843-8733