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ITIL® 3/2011

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Please contact Deep Creek Center for information on scheduling a course.
Course Length
3 days
Credits Earned
18 PDU credits
3 ITIL credits
This three-day hands-on Foundation certification training program introduces the student to the fundamentals of IT Service Management as described in the IT Infrastructure Library. Accredited by Peoplecert, 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.  

What You Will Accomplish

  • Use ITIL language to better engage across teams and suppliers
  • Gain awareness of services and the Service Lifecycle and how service teams collaborate to create outcomes for their customers
  • Learn process goals and objectives
  • Gain a more detailed understanding of Incident Management, Problem Management, Change Management, and Service Level Management process activities and relationships.
  • Deep Creek pushes the envelope to make their Foundation program as rigorous as possible, to ensure that organizations can enable their staff and teams to begin assessing current practices and identify needed improvements to jumpstart ROI on your training investment. This approach also drives our best-in-class industry pass rates for the exam.

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

  • Please contact Deep Creek Center for information.
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