ITIL Foundation Certification and Training 3-day Training Seminar and Certification Exam, $2,095 For ITIL v3 course, For ITIL v2 to v3 Bridge course,

Overview

This EXIN accredited training course introduces the key concepts of each IT Infrastructure Library (ITIL) functions and processes for service delivery and service support. On the third day of training, you'll be ready to pass the certification exam, and upon completion of this course, you will be prepared to work within an ITIL framework.

The need for a robust IT infrastructure has led to a growing interest in ITIL. ITIL defines a process roadmap for providing customer-centric, cost-justified, business-driven IT services. It defines a holistic process framework that recasts IT from a product developer to a service provider. In this way, IT aligns with the needs of the business by proactively managing all aspects of the production environment. ITIL is internationally recognized as the de facto standard for IT Service Management and is rapidly emerging in the United States with the support of industry leaders such as Microsoft, IBM, Hewlett Packard, Computer Associates, and the IT Service Management Forum (ITSMF).

You will recieve your ITIL Foundation Certification by achieving a passing score on a 60-minute, 40-question examination given on the final day of the seminar.

By participating in this training course you'll learn:

• Key ITIL processes

• Benefits of implementing each ITIL process in an organization

• Basic concepts related to each ITIL process

• Activities and roles involved in each process

• Relationship of each ITIL process to other processes

• Factors that impact the effectiveness of each ITIL process

Who should attend

ITIL Foundation training is essential for anyone involved in IT service provision:

• IT Leadership

• Key Business Managers

• Network Operations

• Business Process Analysts

• Business Analysts

• IT Consultants

• Project Managers

• Systems Integrators

• Help Desk Managers and Analysts

• Managed Service Providers

• Application Developers

• Solution Providers and Sales Staff

Prerequisites:   Familiarity with IT Services is recommended.

Agenda

1. Introduction to ITSM/ITIL

2. Configuration Management

3. Service Desk

• What is a Service Desk?
• Roles and responsibilities

4. Incident Management

• Definition of an Incident
• Incident management and control

5. Problem Management

• Definition of a Problem and Known Error
• Problem management and control
• Being proactive

6. Configuration Management

• Definition of Configuration Items
• What is a CMDB?

7. Change Management

• Definition of a Change
• Request for Change
• Change procedures
• Change control
• Change Advisory Board
• Urgent changes

8. Release Management

• Definition of a Release
• DSL
• DHS
• Release management process

9. Service Level Management

• The service catalog
• Service Level Agreements

10. Availability Management

• Definition
• Reliability
• Availability
• Resilience

11. Capacity Management

• Definition
• Performance, demand, and resource management
• Capacity planning

12. IT Service Continuity Management

• Definition
• Business continuity

13. Security Management

• Definition

14. Financial Management

• Definition
• Budgeting for IT
• Charging for IT

15. Wrap Up/Review of Sample Exam

16. Exam Preparation

17. ITIL Foundation Exam

Certification
This training course prepares the student for the EXIN ITIL Foundation certification exam. The 40 question, 60-minute examination is administered on the final day of class and participants receive their results immediately.

Registration Fees
The per student registration fee for this seminar is $2,095, and includes:

• The seminar

• Course manual

• EXIN Certification Exam

• Continental breakfast each day, and morning and afternoon refreshments.

To register, click on the "Book Now" button or please call (708) 246-0320

Seminar Schedule

July 7-9	Dallas, TX	Irving training Ctr ()
July 21-23	San Jose, CA	Santa Clara Offices ()
July 21-23	Toronto, ON	Toronto Center ()
July 28-30	Chicago, IL	Schaumburg Offices ()
Aug 11-13	New York, NY	New York Office ()
Aug 11-13	Atlanta, GA	Atlanta Offices ()
Aug 18-20	Washington, DC	Arlington Offices  ()
Sept 8-10	Morristown, NJ	Morristown Offices ()
Sept 15-17	Toronto, ON	Toronto Center ()

Class begins at 8:30 AM each day and concludes at 4:30 PM unless otherwise directed. Business casual attire is appropriate.

Click here to learn about , dates & locations

Payment is due prior to the seminar.  If payment is not received, a credit card hold will be required for participation.  This card will only be processed if payment has not been received within two weeks following the 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 $500.  Or, you may transfer your registration to another member of your company at no additional charge.  Registrants canceling within fourteen days of the seminar will receive credit, less administrative fees of $500, toward any other Resource Center seminar.

In the unlikely event that a seminar must be cancelled, you will be notified at least two weeks prior to the seminar date.  Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares.  As seminars are cancelled for under-enrollment from time to time, we strongly recommend that registrants traveling by air purchase only refundable tickets.

Seminar agenda subject to change.

Call Center Training
ITIL & Help Desk Trianing
Telecom Training

Help Desk Books
Call Center Management
Tech Support Resources
Contact Center Technology
Online Support
Customer Satisfaction
Knock Your Socks Off
Help Desk Institute
Telecom Books
Communication Skills
Call Center Monitoring
Metrics & Benchmarking
CRM
Hiring, Training, & Retention
Outbound Telebusiness
Novelties, Gifts, & Humor
Bargain Books (50% off)

Subject Index
Catalog Index

Ways to Order
Shipping Options
About Us
Contact Us