ITIL Foundation Course

I. General Information

Duration: 20 hours
Pre-requisite(s):  Familiarity with IT Services is recommended.
Maximum Number of Participants: 12

II. Course Description

The ITIL® v3 Foundation course introduces the key concepts of each ITIL® v3 function, process and lifecycle stage.

III. Course Objectives

At the end of this course, the learner will be able to identify the:

1. The stages and processes within the Service Lifecycle
2. Business value of implementing each process in an organization
3. Objectives and basic concepts related to each process
4. Activities and roles involved in each process
5. Relationship of each process to other processes
6. Terminology, techniques and practical approaches

CERTIFICATION

Learners will be equipped to earn their ITIL® Foundation certification on the final day of class, by achieving a passing score on a 60-minute examination consisting of 40 questions.

IV. Course Outline

Day 1

1. ITIL Introduction

2. Service Strategy

3. Service Design

Day 2

1. Review

2. Service Transition

3.Service Operation

Day 3

1. Continual Service Improvement

2. Service Operation Functions

3. Exam Session