ITIL Foundation

As the most widely accepted approach to IT service management (ITSM) in the world, ITIL helps individuals and organizations use technology to realize business change, transformation and growth.


In this exciting and dynamic course, you will get an introduction to the lifecycle of managing IT services to deliver to business expectations. Using an engaging case study, you'll learn the core disciplines of ITIL best practices. Upon completing this course, you'll be well positioned to successfully complete the associated ITIL exam required for entry into the future ITIL intermediate-level training courses.


ITIL covers five core disciplines:


·       Service Strategy

·       Service Design

·       Service Transition

·       Service Operation

·       Continual Service Improvement


These disciplines represent a service lifecycle framework that further enhances alignment to the business while demonstrating business value and ROI and enabling IT to solve specific operational needs.


Delegates will learn


·       Key concepts of ITIL

·       Important principles for improving IT operations

·       Vital processes and functions

·       Practical guidance for applying ITIL to everyday IT situations

·       How to align with business, control costs, and improve IT service quality

·       Strategies to balance IT resources

Service Management Defined

IT services and what they really do

How IT services deliver value to customers

Value and importance of IT service management


ITIL Introduction

Good practices

Ease ITIL adoption

ITIL qualification scheme, bodies, and certifications


Service Strategy

Design, develop, and implement service management

Service management as a strategic asset

Setting objectives and expectations

Identify and select prioritization opportunities


Service Design

Design and develop services

Develop processes

Design principles and methods

Convert strategy into services


Service Transition

Develop and improve capabilities

Improved methods for transitioning new and changed services into operation

Manage the complexity related to changes

Prevent undesired results while enabling innovation


Service Operation

Effectively and efficiently deliver support services

Ensure value to customer and service provider

Maintain stability while allowing for change

Organize to improve IT support to customers


Continual Service Improvement

Create and maintain value for customers

Importance of better design, introduction, and operation of services

Improving service quality, business continuity, and IT efficiency

Link improvement efforts to strategy, design, and transition


Exam-Taking Tips

Important techniques to help you pass your exam


Exam Review

Program Details
Duration 3 Days
Capacity Max 12 Persons
Training Type Classroom / Virtual Classroom


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