Course: ITIL Foundation

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duration: 24 hours |

Language: English (US) |

access duration: 90 days

ITIL Foundation

(English version)

Prerequisites

All ITIL® Foundation courses on this page are offered by Skillsoft, ATO of AXELOS Limited.

Target audience

Helpdesk Operator, Project Manager

ITIL Foundation

24 hours

ITIL® 2011 Edition Foundation: Service Strategy Fundamentals

  • describe the basic Service Strategy concepts
  • recognize how organizations use assets to create and add value
  • recognize how to implement service automation guidelines
  • identify the advantages of service automation
  • recognize how to use basic Service Strategies to add value
  • recognize key considerations for the Strategy Management of an organization's IT services
  • recognize how strategic management provides value to an organization
  • describe the activities of the strategic assessment and strategy generation stages of the Strategy Management process for IT services
  • describe the activities of the strategy execution stage and the measurement and evaluation stage of the Strategy Management process for IT services
  • identify key CSFs, KPIs, challenges, and risks of Strategy Management for IT services
  • recognize the activities of the define and analyze phases of the Service Portfolio Management process
  • recognize the activities of the approve and charter phases of the Service Portfolio Management process
  • identify key CSFs, KPIs, challenges and risks of Service Portfolio Management
  • describe the main considerations for the Strategy Management of an organization's IT services, given a scenario
  • identify the activities of the Strategy Management process for IT services, given a scenario
  • identify the activities of the Service Portfolio Management process, given a scenario

ITIL® 2011 Edition Foundation: Service Strategy Processes

  • identify the challenges in managing demand for services
  • distinguish between SLPs and CSPs
  • recognize the characteristics of Financial Management concepts
  • recognize examples of Financial Management key inputs
  • recognize examples of Financial Management key outputs
  • recognize key features of Risk Management
  • recognize key considerations for business relationship management in an organization's IT services
  • describe how business relationship management supports customer satisfaction in Service Strategy
  • identify key CSFs, KPIs, challenges and risks of business relationship management
  • recognize how to manage Service Strategy in given scenarios

ITIL® 2011 Edition Foundation: Service Design Fundamentals

  • identify the five aspects of Service Design
  • recognize how to ensure that Service Design scope is aligned with business needs
  • identify considerations when designing a service solution
  • identify the options of status within the Service Portfolio
  • match roles in the enterprise architecture with their functions
  • recognize the areas to consider when designing a management architecture that integrates IT needs with business needs
  • identify the features of process design
  • recognize scenarios that illustrate metric tree benefits
  • demonstrate knowledge of the five aspects of Service Design

ITIL® 2011 Edition Foundation: Service Design Processes

  • recognize the basic concepts of Service Level Management
  • identify the objectives of Service Level Management
  • recognize how to conduct the activities involved in the negotiating phase of the SLM process
  • recognize how to conduct the activities in the monitoring and reporting phases of the SLM process
  • recognize the activities in the reviewing phase of the SLM process
  • Identify the basics of Service Level Management and how to conduct process activities
  • recognize the scope of design coordination
  • describe the activities in the design coordination process
  • identify the challenges and risks of design coordination
  • recognize the characteristics of the Service Catalog
  • recognize which Availability Management formula to use in given scenarios
  • recognize the responsibilities of the Service Catalog manager and the availability manager
  • calculate availability, reliability, and maintainability
  • recognize the focus of Capacity Management subprocesses
  • recognize the components of the Supplier and Contracts Database
  • recognize the responsibilities of the capacity manager and the supplier manager
  • recognize the components of the ISM and the objectives of the ISMS elements
  • sequence the stages of ITSCM Lifecycle
  • recognize the responsibilities of the security manager and the IT service continuity manager
  • recognize Service Design processes, objectives, and basic concepts

ITIL® 2011 Edition Foundation: Service Transition Processes and Policies

  • recognize the scope of Service Transition
  • describe examples of Service Transition policies
  • describe the phases of the Release and Deployment Management process
  • identify the Knowledge Management structure
  • describe the scope of the service Asset and Configuration Management process
  • describe the scope of the transition planning and support process
  • describe the scope of the service validation and testing process
  • describe examples of Service Transition policies
  • identify the activities of the phases of the Release and Deployment Management process
  • identify the Knowledge Management structure
  • describe the scopes of the asset transition, service support, and testing processes
  • differentiate between the types of service change in the Change Management process
  • identify the interfaces of the Change Management process
  • identify the stages of the normal change lifecycle
  • identify the aspects of the change procedure that could differ from a normal change procedure in emergency changes
  • differentiate between the types of service change in the Change Management process
  • identify the normal change lifecycle process, given a scenario
  • identify the emergency change procedures, given a scenario
  • identify key challenges of change evaluation

ITIL® 2011 Edition Foundation: Introduction to Service Operation

  • describe the scope of Service Operation
  • recognize the responsibilities of Service Operation
  • identify the best practice principles for effective communication in Service Operation
  • identify strategies for facilitating successful meetings
  • determine which service desk structures to use in given examples
  • recognize the dual role of Technical Management
  • recognize how IT Operations Management achieves balance between its dual roles
  • identify the four roles of Application Management
  • recognize the features of Service Operation functions and how to select a service desk structure and how to staff it appropriately in a given example

ITIL® 2011 Edition Foundation: Service Operation Processes

  • identify the scope of Incident Management
  • describe the basic principles of Incident Management
  • identify the activities of the Incident Management process
  • identify the scope of Incident Management
  • identify the basic principles of Incident Management
  • identify the activities of the Incident Management process, given a scenario
  • describe how Incident Management interfaces with other Service Lifecycle processes
  • describe the scope of Problem Management
  • describe the basic principles of Problem Management
  • identify the activities of the Problem Management process
  • identify the scope and principles of Problem Management
  • identify the activities of the Problem Management process, given a scenario
  • describe how Problem Management interfaces with other service lifecycle processes
  • identify the scopes of Event Management, Request Fulfillment, and Access Management

ITIL® 2011 Edition Foundation: Continual Service Improvement

  • identify the benefits to a business of adopting and implementing standard and consistent approaches for CSI
  • identify key considerations for implementing CSI
  • recognize typical information that should be included in a CSI register
  • identify key considerations for using the CSI register
  • recognize how the Deming cycle integrates with the CSI seven-step improvement process
  • identify the purpose of using the CSI seven-step improvement process
  • identify considerations for identifying strategies and defining measurements using the CSI seven-step improvement process
  • describe the metrics an organization will need to collect to support CSI and other process activities
  • describe best practices for data processing and analysis using the CSI seven-step improvement process
  • identify situations and scenarios when improvement implementation is appropriate
  • recognize how to use the seven-step improvement process of CSI

TestPrep ITIL Foundation

We offer several optional training products to enhance your learning experience. If you are planning to use our training course in preperation for an official exam then whe highly recommend using these optional training products to ensure an optimal learning experience. Sometimes there is only a practice exam or/and practice lab available.

Optional practice exam (trial exam)

To supplement this training course you may add a special practice exam. This practice exam comprises a number of trial exams which are very similar to the real exam, both in terms of form and content. This is the ultimate way to test whether you are ready for the exam. 

Optional practice lab

To supplement this training course you may add a special practice lab. You perform the tasks on real hardware and/or software applicable to your Lab. The labs are fully hosted in our cloud. The only thing you need to use our practice labs is a web browser. In the LiveLab environment you will find exercises which you can start immediatelyThe lab enviromentconsist of complete networks containing for example, clients, servers,etc. This is the ultimate way to gain extensive hands-on experience. 

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frequently asked quesions

What is included?

Duration 24 hours
Language English (US)
Certificate of participation Yes
Online access 90 days
Teacher includedYes
Monitor Progress Yes
Award Winning E-learning Yes
Mobile ready No

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