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ITIL Foundation-What is this course?

Course Overview

​This is an entry-level course for teams who need an insight into the key elements, concepts and terminology used in the ITIL® service lifecycle. The stages of this lifecycle include:

  • Service Strategy
  • Service Operation
  • Service Design
  • Continual Service Improvement (CSI)
  • Service Transition

Attendees also grasp the linkages between lifecycle stages, the processes and functions used and their contribution to IT service management (ITSM) practices.​

Learning Objectives

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

  • Identify the key principles and concepts of IT Service Management.
  • Identify the benefits of implementing ITIL in an organization.
  • Identify the Service Management processes and how they map to the Service Lifecycle.
  • Identify the basic concepts and definitions related to the Service Lifecycle.
  • Identify the activities and roles involved with the Service Lifecycle.
  • Identify the relationship of each component of the Service Lifecycle and how they map to other components.
  • Identify the factors that affect the effectiveness of the Service Lifecycle.

 

Audience

The ITIL Foundation course will be of particular interest to:

IT Management, IT Support Staff, IT Consultants, Business Managers, Business Process Owners, IT Developers, Service Providers, System Integrators.


Course Outline

 

Introduction to Service Management

 

The importance of Service Management

 

Definition of a Service and Service Management

 

The Need for a Service Culture

 

Service Management as a Practice

 

The Service Lifecycle

 

Objectives and Business Value for Each Phase of the Lifecycle

 

Main Goals and Value to the Business Provided by Each Lifecycle Phase:
- Service Strategy
- Service Design
- Service Transition
- Service Operation
- Continual Service Improvement

 

Key Principles and Models of ITSM

 

Types of Service Providers

 

Five Major Aspects of Service Design

 

Service V model

 

Continual Service Improvement Model

 

Processes and Functions

 

Characteristics of a Process

 

Objectives, Business Value, Basic Concepts, Roles and Interfaces of:
- Service Portfolio Management
- Service Level Management
- Incident Management
- Change Management

 

Objectives and Basic Concepts of:
- Demand Management
- Financial Management
- Service Catalogue Management
- Availability Management
- Capacity Management
- Supplier Management
- Information Security Management
- IT Service Continuity Management
- Service Asset and Configuration Management
- Release and Deployment Management
- Event Management
- Problem Management
- Request Fulfillment
- Access Management
- The 7 step improvement process

 

Overview of the Functions:
- Service Desk
- Application Management,
- Operations Management
- Technical Management

 

Organization Structure and Key Roles


Examination Information

The exam is a closed book, forty (40) multiple choice questions.

The pass score is 65% (26 out of 40 questions).

The exam lasts 60 minutes.

Sample exam paper will be given during the training

Exam can be provided as online exam voucher which the delegates can use to sit the exam at a later time of their convenience. Vouchers will be valid for one (1) year. This allows the delegates to concentrate to the subject, exercises and practical workshops during the classroom sessions.

Prerequisites​

There are no formal prerequisites for this course, although a familiarity with IT service delivery will be beneficial.

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