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 $2,195, 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 25-27, 2013	Columbia, MD	Bridge Education
Mar 25-27, 2013	Dulles, VA	Microtek Herndon
Mar 25-27, 2013	Morristown, NJ	Morristown Offices
Mar 25-27, 2013	8:30 AM-5:00 PM ET	Virtual Classroom
Apr 1-3, 2013	New York, NY	New York Offices
Apr 1-3, 2013	Washington, DC	Arlington Offices
Apr 3-5, 2013 Special Offer, $1695	Minneapolis, MN	Edina Training Center
Apr 8-10, 2013	Orlando, FL	Microtek
Apr 8-10, 2013	Seattle, WA	Kirkland Center
Apr 9-11, 2013 Special Offer, $1695	Ft. Lauderdale, FL	Ft. Lauderdale Office
Apr 15-17, 2013	Philadelphia, PA	Microtek
Apr 15-17, 2013	Raleigh, NC	Cary Training Center
Apr 22-24, 2013	Baltimore, MD	Mt. Washington Center
Apr 22-24, 2013	San Antonio, TX	San Antonio Meeting Ctr
Apr 22-24, 2013	San Diego, CA	San Diego Conference Ctr.
Apr 29-May 1, 2013	Chicago, IL	Schaumburg Offices
Apr 29-May 1, 2013	Columbia, MD	Bridge Education
Apr 29-May 1, 2013	Washington, DC	Arlington Offices
May 6-8, 2013	Atlanta, GA	Atlanta Offices
May 6-8, 2013	Boston, MA	Microtek
May 6-8, 2013	Chicago, IL	Microtek
May 13-15, 2013	Dallas, TX	Irving Training Center
May 13-15, 2013	Morristown, NJ	Morristown Offices
May 13-15, 2013	San Jose, CA	Santa Clara Offices
May 20-22, 2013	Austin, TX	Norris Conf. Ctr.
May 20-22, 2013	Dulles, VA	Microtek Herndon
May 20-22, 2013	Indianapolis, IN	Indianapolis Center
May 22-24, 2013 Special Offer, $1695	Minneapolis, MN	Edina Training Center
May 29-31, 2013	Houston, TX	Houston Training Center
May 29-31, 2013	Minneapolis, MN	Euler Training Ctr
May 29-31, 2013	Washington, DC	Arlington Offices
June 3-5, 2013	New York, NY	New York Offices
June 3-5, 2013	Phoenix, AZ	Black Canyon Center
June 4-6, 2013 Special Offer, $1695	Ft. Lauderdale, FL	Ft. Lauderdale Office
June 10-12, 2013	Denver, CO	Microtek
June 10-12, 2013	Ft. Lauderdale, FL	Productivity Point
June 10-12, 2013	Raleigh, NC	Cary Training Center
June 10-14, 2013 Special Offer, $1695	1:00 PM-5:00 PM ET	Virtual Classroom
June 17-19, 2013	Chicago, IL	Schaumburg Offices
June 17-19, 2013	Portland, OR	Kinetic Computer Solutions
June 17-19, 2013	Washington, DC	Arlington Offices
June 24-26, 2013	Los Angeles, CA	Microtek
June 24-26, 2013	San Francisco, CA	Microtek
June 24-26, 2013	Tampa, FL	Tampa Training Ctr.
June 24-26, 2013	8:30 AM-5:00 PM ET	Virtual Classroom
July 1-3, 2013 Special Offer, $1695	Minneapolis, MN	Edina Training Center
July 8-10, 2013	Morristown, NJ	Morristown Offices
July 8-10, 2013	Orlando, FL	Microtek
July 8-10, 2013	8:30 AM-5:00 PM ET	Virtual Classroom
July 15-17, 2013	11:30 AM-8:00 PM ET	Virtual Classroom
July 15-17, 2013	Atlanta, GA	Atlanta Offices
July 15-17, 2013	Dallas, TX	Irving Training Center
July 15-17, 2013	San Jose, CA	Santa Clara Offices
July 22-24, 2013	8:30 AM-5:00 PM ET	Virtual Classroom
July 22-24, 2013	Columbus, OH	Knowledge Training Center
July 22-24, 2013	Sacramento, CA	ExitCertified Training Center
July 22-24, 2013	Washington, DC	Arlington Offices
July 29-31, 2013	9:30 AM-6:00 PM ET	Virtual Classroom
July 29-31, 2013	Chicago, IL	Schaumburg Offices
July 29-31, 2013	Columbia, MD	Bridge Education
Aug 5-7, 2013	Chicago, IL	Microtek
Aug 5-7, 2013	New York, NY	New York Offices
Aug 5-7, 2013	Philadelphia, PA	Microtek
Aug 5-7, 2013	Seattle, WA	Kirkland Center
Aug 5-9, 2013 Special Offer, $1695	1:00 PM-5:00 PM ET	Virtual Classroom
Aug 6-8, 2013	11:30 AM-8:00 PM ET	Virtual Classroom
Aug 12-14, 2013	8:30 AM-5:00 PM ET	Virtual Classroom
Aug 12-14, 2013	Boston, MA	Microtek
Aug 12-14, 2013	Houston, TX	Houston Training Center
Aug 12-14, 2013	Washington, DC	Arlington Offices
Aug 14-16, 2013 Special Offer, $1695	Minneapolis, MN	Edina Training Center
Aug 19-21, 2013	8:30 AM-5:00 PM ET	Virtual Classroom
Aug 19-21, 2013	Raleigh, NC	Cary Training Center
Aug 19-21, 2013	St. Louis, MO	Eric Newman Education Center
Aug 26-28, 2013	8:30 AM-5:00 PM ET	Virtual Classroom
Aug 26-28, 2013	Denver, CO	Microtek
Aug 26-28, 2013	Dulles, VA	Microtek Herndon
Aug 26-28, 2013	Las Vegas, NV	CompuLearning Center
Sept 3-5, 2013	8:30 AM-5:00 PM ET	Virtual Classroom
Sept 9-11, 2013	9:30 AM-6:00 PM ET	Virtual Classroom
Sept 9-11, 2013	Dallas, TX	Irving Training Center
Sept 9-11, 2013	Los Angeles, CA	Microtek
Sept 16-18, 2013	11:30 AM-8:00 PM ET	Virtual Classroom
Sept 16-18, 2013	Chicago, IL	Schaumburg Offices
Sept 16-18, 2013	Morristown, NJ	Morristown Offices
Sept 16-18, 2013	San Jose, CA	Santa Clara Offices
Sept 16-18, 2013	Washington, DC	Arlington Offices
Sept 16-18, 2013 Special Offer, $1695	Minneapolis, MN	Edina Training Center
Sept 23-25, 2013	8:30 AM-5:00 PM ET	Virtual Classroom
Sept 23-25, 2013	Atlanta, GA	Atlanta Offices
Sept 23-25, 2013	Columbia, MD	Bridge Education

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.