ITIL 2011 Foundation (Live Virtual Mode)

In this case-study driven course, you’ll get an introduction to the concepts of IT Service Management (ITSM), and you’ll learn to apply the industry-standard IT Infrastructure Library (ITIL®) Service Support and Service Delivery principles within an IT department/organization. Using the case study, you’ll gain practical skills that reinforce material covered in class, resulting in greater knowledge retention and excellent preparation for the ITIL® 2011 Foundation Certification Exam.

What You’ll Learn

Learn about process improvements, benefits, and challenges, and get your ITIL® Foundation certification.

  • Various ITIL® processes that can be implemented in an organization
  • 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 with other processes
  • Factors that affect the effectiveness of each ITIL® process

Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this certification:

  • Service management as a practice (comprehension)
  • The ITIL service lifecycle(comprehension)
  • Generic concepts and definitions (awareness)
  • Key principles and models comprehension)
  • Selected processes (awareness)
  • Selected functions (awareness)
  • Selected roles (awareness)
  • Technology and architecture (awareness)
  • Competence and training (awareness)
Eligibility/PrerequisitesTarget Audience
There are no formal criteria or pre-requisites for candidates wishing to attend an accredited ITIL® Foundation course, though some familiarity with IT terminology and an appreciation of their own business environment is strongly recommended.Anyone involved in the IT service profession including:

  • 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
  • Sales staff

Individuals who require a basic understanding of the ITIL® framework and how it may be used to enhance the quality of ITSM within an organization.

IT professionals that are working within an organization that has adopted and adapted ITIL® who need to be informed about and thereafter contribute to an ongoing service improvement programme.