IT organizations are faced with rapidly evolving business requirements, coupled with staff headcount constraints, where standardization and optimized procedures are a critical success factor. The Information Technology Infrastructure Library (ITIL) is the de facto standard for IT Service Management, based on a Life Cycle approach for delivering high quality IT services. ITIL’s body of knowledge represents this consensus derived from decades of work and experience by thousands of IT professionals world-wide.

Online’s 2 ½ day Classroom Training and Certification course is an intensive, interactive program designed to provide a no nonsense introduction to ITIL by professionals who have actual experience in implementing best practices.

Who Should Attend?

This course is ideal for individuals who require a basic understanding of how to use the ITIL® framework to enhance the quality of IT Service Management within an organization.

IT professionals who are working within an organization considering or adopting ITIL®, will benefit by gaining ITIL knowledge that will increase their contributions to new and ongoing service improvement initiatives.

Attendees may include but are not limited to, IT professionals, business managers and business process owners.
This certification is the pre-requisite for the Intermediate and Advanced levels of ITIL® certification.

Course Objectives

Attendees will gain an appreciation for how ITIL® IT Service Management best practices can improve IT Service operations. Specifically they will:

• Understand the ITIL® IT Service Management framework.
• Gain insight into process management requirements and implications.
• Be familiar with key ITIL® terminology.
• Be prepared to write the ITIL® IT Service Management Foundation certification exam (a 1-hour, closed book, multiple-choice exam).

Dates and Times

Course Contents and Agenda

This course provides an overview of the Service Management Lifecycle to significantly increase each candidate’s knowledge and comprehension of the ITIL® terminology, structure, basic concepts and processes and has an understanding of the core principles of the ITIL® practices for Service Management. This course is not intended to enable holders of the certificate to apply the ITIL® practices for Service Management without further guidance.

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification.

• Service Management as a Practice
• Service Lifecycle
• Key Principles and Models
• Generic Concepts
• Selected Processes, Roles and Functions
• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement
• Selected Roles
• Selected Functions
• Technology and Architecture (Awareness)
• ITIL® Qualification scheme (Awareness)
• Revision and Mock Exam
• ITIL® Foundation Certification Exam

Day 1 Program

• Introduction to IT Service Management and ITIL
• ITIL history, OGC, LOYALIST (APMG), itSMF, the ITIL books, ITIL concepts
• Goals, Definitions, Principals, Activities, Relationships, for each of the following:
• Service Strategy and Service Design

Day 2 Program

• Goals, Definitions, Principals, Activities, Relationships, for each of the following:
• Service Transition, Service Operation and Continual Service Improvement

Day 3 Program

• Preparation for Examination
• Examination for Certification
• Duration: 60 minutes
• Exam format: 40 questions, multiple choices answers
• To pass: 26 correct answers (65%)

Course Prerequisite

Students are to register with the examination provider prior to the class. Once you have registered for the course with Online, you will be contacted with a session ID #. You will then go to https://lcms.lcsexams.com and follow the instructions to register for certification.

Course Cost and Payment Process

$1,395 (+ GST) - This includes breakfast and lunch on Tuesday and Wednesday and breakfast on Thursday. An invoice for the total amount will be sent to you upon receipt of your registration.

Questions?

Contact Jon Fraser at 416.287.0062 or by email.

                                                REGISTER HERE