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Course Description

This three-day hands-on 2011 Foundation certification training program introduces the student to the fundamentals of IT Service Management as described in the IT Infrastructure Library. Accredited by ISEB and EXIN, the course helps students prepare for the certification exam along with acquiring valuable insights from instructors with extensive practical experience in managing IT organizations and deploying successful ITIL-based Service Management programs.
This course features lectures, discussion, team exercises and quizzes. It culminates with an optional, one-hour certification examination.

Who Should Attend?

This course is suitable for all IT Management and Staff who need to understand the Service Lifecycle and their role in provisioning quality services for their customers.

Course Outline

  • Day 1
    • Introduction
    • ITIL Concepts
      • Good Practices
      • Services
      • Processes
      • Roles
      • Functions
      • Governance
    • Continuous Service Improvement
      • Goals and Objectives
      • Value to the Business
      • CSI Model
      • Integration with other Frameworks, Models, and Quality Systems
      • CSI Drivers
      • Deming PDCA
      • 7-Step Improvement Model
      • RACI Matrix
      • Ownership and its role in driving CSI
    • Service Operation
      • Goals and Objectives
      • Value to the Business
      • Incident Management
      • Problem Management
      • Event Management
      • Request Fulfillment
      • Access Management
      • SO Functions
        • Service Desk
        • Technical Management
        • IT Operations Management
        • Application Management
      • Enabling Tools and Technology
  • Day 2
    • Review Day 1
    • Service Transition
      • Goals and Objectives
      • Value to the Business
      • Service V Model
      • Transition and Support Management
      • Change Management
      • Service Asset and Configuration Management
        • Configuration Management Systems
        • Definitive Media Library
      • Release and Deployment Management
      • Service Testing and Validation Management
      • Evaluation Management
      • Knowledge Management
      • Enabling Tools and Technology
    • Service Design
      • Goals and Objectives
      • Value to the Business
      • 4 P’s of Service Design
      • Service Catalog Management
      • Service Level Management
      • Availability Management
      • Capacity Management
      • Security Management
      • IT Service Continuity Management
      • Supplier Management
      • Tactical Aspects of Service Design
      • 5 Key Aspects of  Service Design
      • Roles and Responsibilities
      • Enabling Tools and Technology
  • Day 3
    • Review Day 2
    • Service Strategy
      • 4 P’s of Service Strategy
      • 4 step Service Strategy Process
      • Service Portfolio Management
      • Demand Management
      • Financial Management
      • Business Case
      • Enabling Tools and Technology
    • Review Program
    • Self-Study, Exam Prep




An optional 1-hour, 40 question, closed book multiple choice examination is administered by an independent proctor at the end of the course. Certification is through ACQUIROS.

Reference Material

Each student will receive a workbook. Other ITSM-related study material and books are available for purchase prior to, or during, the class.

Credits Earned

2 ITIL Expert Credits
18 PDU Credits

Related Courses

ITIL Certification – Service Lifecycle – Strategy
ITIL Certification – Service Lifecycle – Design
ITIL Certification – Service Lifecycle – Transition
ITIL Certification – Service Lifecycle – Operation
ITIL Certification – Service Lifecycle – Continual Service Improvement (CSI)
ITIL Certification – Service Capability – Operational Support & Analysis (OSA)
ITIL Certification – Service Capability – Release, Control & Validation (RCV)
ITIL Certification – Service Capability – Service offerings & Agreements (SOA)
ITIL Certification – Service Capability – Planning, Protection & Optimization (PPO)
ITIL Certification – Managing Across the Lifecycle

Course Director

Patrick von Schlag
Mr. von Schlag has more than 25 years of real-world experience managing IT and business organizations. He has served as a consultant, facilitator, and instructor in support of more than 200 ITSM program deployments, with a focus on practical benefits. He holds all 11 ITIL 2011 certifications and runs an accredited learning consultancy focused on “Making ITIL Work ™ in real organizations. His customer list includes The Walt Disney Company, Microsoft, Nike, Sears, US Marine Corps, US Army, US Air Force, 2nd and 5th Fleet US Navy, DISA, IRS, Federal Reserve, The Hartford, Citigroup, Amgen, Los Angeles County, Port of Long Beach, GDIT, Accenture, Serco, Deloitte, and hundreds of other market-leading companies.

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