ITIL® Foundation
3-day training course and certification exam, $2,295
5-day virtual (no travel) certification course, $2,295
Limited promotional seats available
RCCSP
  Professional
    Education
       Alliance

Overview

Attendees will gain a general knowledge of the main elements, concepts and terminology used in the ITIL Service Lifecycle, including the relationships between Lifecycle stages, the processes used and their contribution to successful service management practices. The training features a case study, lectures, discussion, team exercises, and quizzes to prepare participants for the ITIL Foundation Certification exam.

What You Will Learn

This course introduces the key concepts of each ITIL function, process and lifecycle stage. Participants will learn:

  • Vital processes and functions within the Service Lifecycle
  • Business value of implementing each process in an organization
  • Practical guidance for applying ITIL to everyday IT situations
  • Objectives and basic concepts related to each process
  • Activities and roles involved in each process
  • Relationship of each process to other processes
  • Strategies to balance IT resources
  • Terminology, techniques and practical approaches
  • Important principles for improving IT operations
  • How to align IT with business, control costs, and improve IT service quality

Instructors

Our instructors have years of hands-on IT practitioner experience, enabling them to effectively intertwine theory and real life stories and scenarios. This training style encourages active group participation, allowing all participants to gain a wealth of practical knowledge. Only the finest quality, accredited content is used.

Certification

The certification in ITIL Foundation is earned by achieving a passing score on a 60 minute, 40 question exam administered on the final day of class.

Who Should Participate

ITIL Foundation training is ideal for anyone involved in IT services such as network operators, business process analysts, project managers, systems integrators, help desk managers and staff, outsourcers and application developers. Individuals responsible for controlling or reducing IT costs, improving service quality, and balancing resources should also attend. All IT professionals, managers and team members, coordinators, architects, consultants, planners and managed service providers will benefit from this course.

Prerequisites

Participants should be familiar with IT services and terminology.

Agenda

1. Service Management

This chapter provides service management professionals with a clear understanding of the concept of service, the service management product and discipline, and an opportunity to share perspectives on service management and the service product with fellow professionals.

  • The concept of best practices in the public domain
  • Why ITIL is successful
  • The concept of a service product
  • How internal and external customers differ
  • How internal and external services differ
  • The meaning of service management
  • The meaning of IT service management
  • Stakeholders in service management
  • Service management processes and functions
  • The process model and the characteristics of processes

2. The ITIL Service Lifecycle

This chapter will help service desk practitioners understand the phases of the ITIL service lifecycle, the value of each, and how these processes integrate. Participants with learn the objectives, scope and business value for each phase in the lifecycle.

  • ITIL service lifecycle structure
  • Service strategy
    • Purpose, objectives and scope
    • Value of service strategy to the organization
  • Service design
    • Purpose, objectives and scope
    • Value of service design to the organization
  • Service transition
    • Purpose, objectives and scope
    • Value of service transition to the organization
  • Service operation
    • Purpose, objectives and scope
    • Value of service operation provides to the business
  • Continual service improvement
    • Purpose, objectives and scope
    • Value of continual service improvement provides to the organization

3. Concepts and Terminology

This chapter explains key terminology and presents the key concepts of service management. Participants will be introduced to the following concepts:

  • Utility and warranty
  • Assets, resources and capabilities
  • Service portfolio
  • Service catalogue (both two-view and three-view types)
  • Governance
  • Business case
  • Risk management
  • Service provider
  • Supplier
  • Service level agreement (SLA)
  • Operational level agreement (OLA)
  • Underpinning contract
  • Service design package
  • Availability
  • Service knowledge management system (SKMS)
  • Configuration item (CI)
  • Configuration management system
  • Definitive media library (DML)
  • Change
  • Change types (standard, emergency and normal)
  • Event
  • Alert
  • Incident
  • Impact, urgency and priority
  • Service request
  • Problem
  • Workaround
  • Known error
  • Known error database (KEDB)
  • The role of communication in service operation
  • Release policy
  • Types of services
  • Change proposals
  • CSI register
  • Outcomes
  • Patterns of business activity
  • Customers and users
  • The Deming Cycle (plan, do, check, act)

4. Key Principles and Models

This chapter presents the key principles and models of service management and how to balance opposing forces within service management.

Service Strategy

  • Creating value through services

Service Design

  • Importance of people, processes, products and partners for service management
  • Five major aspects of service design
    • Service solutions for new or changed services
    • Management information systems and tools
    • Technology architectures and management architectures
    • The processes required
    • Measurement methods and metrics

Continual Service Improvement

  • Continual service improvement approach
  • Measuring continual service improvement and understanding its key elements:
    • Relationship between critical success factors (CSF) and key performance indicators (KPI)
    • Baselines
    • Types of metrics (technology metrics, process metrics, service metrics)

5. Service Managment Processes

This chapter explains how the service management processes contribute to the ITIL service lifecycle. The purpose, objectives, scope, basic concepts, activities and interfaces for core processes, and for eighteen of the remaining processes, are explained.

Service Strategy

  • Service portfolio management
    • The service portfolio
  • Financial management for IT services
    • Business case
  • Business relationship management

Service Design

  • Service level management (SLM)
    • Service-based SLA
    • Multi-level SLAs
    • Service level requirements
    • SLA monitoring (SLAM) chart
    • Service review
    • Service improvement plan
    • The relationship between SLM and BRM
  • Service catalogue management
  • Availability management
    • Service availability
    • Component availability
    • Reliability
    • Maintainability
    • Serviceability
    • Vital business functions (VBF)
  • Information security management (ISM)
    • Information security policy
  • Supplier management
    • Supplier categories
  • Capacity management
    • Capacity plan
    • Business capacity management
    • Service capacity management
    • Component capacity management
  • IT service continuity management
    • Purpose of business impact analysis (BIA)
    • Risk assessment
  • Design coordination

Service Transition

  • Change management
    • Types of change request
    • Change models
    • Remediation planning
    • Change advisory board / emergency change advisory board
    • Lifecycle of a normal change
  • Release and deployment management
    • Four phases of release and deployment
  • Knowledge management
    • Data-to-Information-to-Knowledge-to-Wisdom (DIKW) & SKMS
  • Service asset and configuration management (SACM)
  • Transition planning and support

Service Operation

  • Incident management
  • Problem management
  • Event management
  • Request fulfilment
  • Access management

Continual Service Improvement

  • The seven-step improvement process

6. Functions

This chapter explains the role, objectives and organizational structures of the service desk function and how functions can overlap.

  • The service desk function
  • The technical management function
  • The application management function with application development
  • The IT operations management function
    • IT operations control
    • Facilities management

7. Roles and Responsibilities

This chapter presents and explains key roles in service management, and related responsibilities and accountabilities.

  • Role and the responsibilities of the
    • Process owner
    • Process manager
    • Process practitioner
    • Service owner
  • RACI
    • Responsible, Accountable, Consulted, Informed (RACI) responsibility mode
    • Role in determining organizational structure

8. Technology and Architecture

This chapter explains how service automation can be employed to expedite service management processes.

9. Competence and Training

  • Competence and skills for service management
  • Competence and skills framework
  • Training

10. Exam Preparation and Mock Exam

Registration Fees

The per student registration fee for both classroom training and virtual (online) training formats is $2,295, and includes:

  • Instructor led training and exercises
  • Course manual (excellent post-class reference)
  • Participation in unique process simulations
  • Exam preparation
  • Certification exam

Classroom training begins at 8:30 AM each day and concludes at 5:00 PM unless otherwise directed. Please arrive early on the first day to sign-in and meet fellow attendees. If you register less than one week in advance of a class, please bring your confirmation letter. Business casual attire is appropriate. For information on virtual training session start and stop times, refer to the course schedule below.

Register securely online with confidence or please call (708) 246-0320.

 Seminar Schedule
Mar 24-26, 2014 Dallas, TX Irving Training Center
Mar 24-26, 2014 Morristown, NJ Morristown Offices
Mar 24-26, 2014 8:30 AM-5:00 PM ET Virtual Classroom
Mar 31-Apr 2, 2014 11:30 AM-8:00 PM ET Virtual Classroom
Apr 7-9, 2014 New York, NY New York Offices
Apr 7-9, 2014 Orlando, FL Microtek Orlando
Apr 7-9, 2014 Washington, DC Arlington Offices
Apr 7-9, 2014 10:30 AM-7:00 PM ET Virtual Classroom
Apr 8-10, 2014
Special Offer, $1695
Ft. Lauderdale, FL Florida Training Center
Apr 14-16, 2014 Chicago (Downtown), IL Microtek Chicago
Apr 14-16, 2014 Houston, TX Houston Training Center
Apr 14-16, 2014 8:30 AM-5:00 PM ET Virtual Classroom
Apr 21-23, 2014 Philadelphia, PA Microtek Philadelphia
Apr 21-23, 2014 Raleigh, NC Cary Training Center
Apr 21-23, 2014 Sacramento, CA ExitCertified Training Center
Apr 21-23, 2014 8:30 AM-5:00 PM ET Virtual Classroom
Apr 28-30, 2014 Chicago, IL Schaumburg Offices
Apr 28-30, 2014 Dallas, TX Irving Training Center
Apr 28-30, 2014 9:30 AM-6:00 PM ET Virtual Classroom
Apr 28-30, 2014 Seattle, WA Kirkland Center
May 5-7, 2014 Atlanta, GA Atlanta Offices
May 5-7, 2014 Denver, CO Microtek Denver
May 5-7, 2014 8:30 AM-5:00 PM ET Virtual Classroom
May 5-7, 2014 Washington, DC Arlington Offices
May 12-14, 2014 Columbia, MD Bridge Education
May 12-14, 2014 Columbus, OH Knowledge Training Center
May 12-14, 2014 8:30 AM-5:00 PM ET Virtual Classroom
May 19-21, 2014 Morristown, NJ Morristown Offices
May 19-21, 2014 San Jose, CA Santa Clara Offices
May 19-21, 2014 11:30 AM-8:00 PM ET Virtual Classroom
May 26-28, 2014 8:30 AM-5:00 PM ET Virtual Classroom
May 28-30, 2014 Dulles, VA Microtek Herndon
Jun 2-4, 2014 Boston, MA Microtek
Jun 2-4, 2014 New York, NY New York Offices
Jun 2-4, 2014 Washington, DC Arlington Offices
Jun 2-4, 2014 11:30 AM-8:00 PM ET Virtual Classroom
Jun 9-11, 2014 Chicago, IL Schaumburg Offices
Jun 9-11, 2014 Philadelphia, PA Microtek Philadelphia
Jun 9-11, 2014 Phoenix, AZ Black Canyon Center
Jun 9-11, 2014 9:30 AM-6:00 PM ET Virtual Classroom
Jun 10-12, 2014
Special Offer, $1695
Ft. Lauderdale, FL Florida Training Center
Jun 16-18, 2014 Los Angeles, CA LA Microtek
Jun 16-18, 2014 Portland, OR Kinetic Computer Solutions
Jun 16-18, 2014 11:30 AM-8:00 PM ET Virtual Classroom
Jun 23-25, 2014 Raleigh, NC Cary Training Center
Jun 23-25, 2014 San Francisco, CA Microtek
Jun 23-25, 2014 8:30 AM-5:00 PM ET Virtual Classroom
Jul 7-9, 2014 Orlando, FL Microtek Orlando
Jul 7-9, 2014 Washington, DC Arlington Offices
Jul 7-9, 2014 8:30 AM-5:00 PM ET Virtual Classroom
Jul 14-16, 2014 Houston, TX Houston Training Center
Jul 14-16, 2014 9:30 AM-6:00 PM ET Virtual Classroom
Jul 21-23, 2014 Columbia, MD Bridge Education
Jul 21-23, 2014 Dallas, TX Irving Training Center
Jul 21-23, 2014 9:30 AM-6:00 PM ET Virtual Classroom
Jul 28-30, 2014 Chicago, IL Schaumburg Offices
Jul 28-30, 2014 San Jose, CA Santa Clara Offices
Jul 28-30, 2014 11:30 AM-8:00 PM ET Virtual Classroom
Aug 4-6, 2014 Morristown, NJ Morristown Offices
Aug 4-6, 2014 Washington, DC Arlington Offices
Aug 6-8, 2014 11:30 AM-8:00 PM ET Virtual Classroom
Aug 11-13, 2014 Atlanta, GA Atlanta Offices
Aug 11-13, 2014 New York, NY New York Offices
Aug 11-13, 2014 8:30 AM-5:00 PM ET Virtual Classroom
Aug 18-20, 2014 Chicago (Downtown), IL Microtek Chicago
Aug 18-20, 2014 Raleigh, NC Cary Training Center
Aug 18-20, 2014 St Louis, MO Eric Newman Education Center
Aug 18-20, 2014 8:30 AM-5:00 PM ET Virtual Classroom
Aug 25-27, 2014 Dulles, VA Microtek Herndon
Aug 25-27, 2014 Philadelphia, PA Microtek Philadelphia
Aug 25-27, 2014 Seattle, WA Kirkland Center
Aug 25-27, 2014 10:30 AM-7:00 PM ET Virtual Classroom
Sep 3-5, 2014 Boston, MA Microtek Boston
Sep 3-5, 2014 Washington, DC Arlington Offices
Sep 3-5, 2014 8:30 AM-5:00 PM ET Virtual Classroom
Sep 8-10, 2014 Atlanta, GA Atlanta Offices
Sep 8-10, 2014 Morristown, NJ Morristown Offices
Sep 8-10, 2014 8:30 AM-5:00 PM ET Virtual Classroom
Sep 15-17, 2014 Chicago, IL Schaumburg Offices
Sep 15-17, 2014 San Jose, CA Santa Clara Offices
Sep 15-17, 2014 11:30 AM-8:00 PM ET Virtual Classroom
Sep 22-24, 2014 Columbia, MD Bridge Education
Sep 22-24, 2014 Denver, CO Microtek Denver
Sep 22-24, 2014 Los Angeles, CA LA Microtek
Sep 22-24, 2014 11:30 AM-8:00 PM ET Virtual Classroom
Sep 29-Oct 1, 2014 Minneapolis, MN Euler Training Center
Sep 29-Oct 1, 2014 San Francisco, CA Microtek San Francisco
Sep 29-Oct 1, 2014 7:30 AM-4:00 PM ET Virtual Classroom

For more ITSM, ITIL, help desk and field support training options, visit the Help Desk, ITIL, and Support Center Calendar.

RCCSP Alliance Members: ITIL Authorized Training Organizations (ATOs) and Affiliates (ATAs)

All RCCSP Professional Education Alliance ITIL training courses are taught by Accredited ITIL Trainers meeting the ITIL trainer criteria set by the ITIL Qualification Board. Accreditation qualifications include, but are not limited to:

  • Training experience
  • Experience in the IT service management field
  • Specific education / certificate requirements depending on the level of ITIL qualification that will be delivered.

Only Accredited ITIL training materials developed by Accredited ITIL Authorized Training Organizations are used in the classroom. The complete list of RCCSP Professional Education Alliance ITIL Authorized Training Organizations and Authorized Training Affiliates participating in RCCSP schedules can be found here.

ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.


Dates, Locations and Registration

Recommended Follow-on Courses:
ITIL Service Lifecycle: Service Transition

ITIL Service Lifecycle: Service Design

ITIL Service Lifecycle: Service Operation

ITIL Service Lifecycle: Continual Service Improvement

ITIL Service Capability: Service Offerings and Agreements

ITIL Service Capability: Release, Control, and Validation

ITIL Service Capability: Operational Support and Analysis

ITIL Service Capability: Planning, Protection, and Optimization

ITIL: Managing Across the Lifecycle
Home

Training & Certification:
   w Call Center
   w IT Support Center
   w ITIL
   w Help Desk

   w Telecom

Call Center Operations
Technical Support
Call Center Technology
Online Support
Customer Satisfaction
Knock Your Socks Off
Help Desk Institute
Telecom Books
Communication Skills
Call Center Monitoring
Metrics / Benchmarking
CRM
Hiring & Retention
Outbound Telesales
Novelty Gifts & Humor
Half-Priced Books

Subject Index
Catalog Index

Ways to Order
Shipping Options
About Us
Contact Us

Public Training Terms & Conditions

Seminar agenda and assigned instructors are subject to change.

Payment is due prior to the seminar.

Public and virtual seminar cancellation policy.  Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $400.  Or, you may transfer your registration to another date or member of your company at no additional charge.  Please notify us as soon as possible. Registrants cancelling within fourteen days of the seminar will receive credit, less administrative fees of $400, toward any other Resource Center seminar.

Cancellation by provider. In the unlikely event that a seminar must be cancelled by seminar provider due to unavoidable circumstances, you will be notified at least two weeks prior to the seminar date, and your payment will be refunded.

Seminar provider is not responsible for losses due to cancellation.  In all circumstances, seminar provider's liability shall be limited to fees received.

Become a certified callcenter manager