ITIL Foundations 2011 Edition

This course covers the latest version of core ITIL best practices presented from a lifecycle perspective. The course introduces the principles and core elements of IT service management (ITSM) based on ITIL 2011 Edition.

Lesson 1: Introduction

• Introduction/Housekeeping
• Introduction to key ITIL concepts
• IT as a Service
• Introduction to processes and process management
• The Service Lifecycle approach

Lesson 2: Service Strategy

• Purpose, goal, objectives & Scope
• Value Creation through Services
• Assets – Resources and Capabilities
• Service Strategy – Main activities
• Service Strategy processes
• Service Portfolio management
• Demand management
• Financial management

Lesson 3: Service Design

• Purpose, goal, objectives & Scope
• Service Design processes
• The 4 P’s
• Service Design aspects
• Service Catalog Management
• Service Level Management
• Capacity Management
• Availability Management
• IT Service Continuity Management
• Service Portfolio
• Information Security Management
• Supplier management

Lesson 4: Service Transition

• Purpose, goal, objectives & Scope
• Service Transition value to the business
• Technology and architecture in Service Transition
• Service Transition Processes
• Change Management
• The 7 R’s of Change Management
• Service Asset and Configuration Management
• Release and Deployment Management
• Knowledge Management

Lesson 5: Service Operation

• Purpose, goal, objectives & scope
• Service Operation definitions
• The Service Desk
• Technical Management
• Application Management
• IT Operations Management
• Service Operations Processes
• Event Management
• Request Fulfillment
• Problem Management
• Access Management

Lesson 6: Continual Service Improvement

• Purpose, goal, objectives & scope
• Models and Processes
• The Deming Cycle
• Measurement and metrics
• Continual Service Improvement activities
• Risk management
• Continual Service Improvement interfaces
• Interface with Service Level Management

Lesson 7: Exam Preparation

• Sample Exams
• Feedback
• Recap

• Troy, MI - April 23, 2012
• Atlanta, GA - April 25, 2012
• Carmel, IN - April 30, 2012
• Plantation, FL - May 16, 2012
• Waltham, MA - May 29, 2012
• Scottsdale, AZ - May 30, 2012
• Nashville, TN - July 9, 2012
• Pittsburgh, PA - July 9, 2012
• Atlanta, GA - July 16, 2012
• Plantation, FL - July 18, 2012
• Orlando, FL - July 18, 2012
• Carmel, IN - July 23, 2012
• Irving, TX - July 30, 2012
• Las Vegas, NV - July 30, 2012
• Sacramento, CA - July 30, 2012
• Reno, NV - July 30, 2012
• Scottsdale, AZ - September 5, 2012
• Atlanta, GA - September 5, 2012
• Pittston, PA - September 10, 2012
• Orlando, FL - September 24, 2012
• Pittsburgh, PA - October 10, 2012
• Las Vegas, NV - October 31, 2012
• Sacramento, CA - October 31, 2012
• Reno, NV - October 31, 2012
• Scottsdale, AZ - November 19, 2012
• Orlando, FL - November 26, 2012