ITIL (Information Technology Infrastructure Library) Foundation Certification

ITIL (Information Technology Infrastructure Library) Foundation Certification Training with Michigan Technology Services

This course is for anyone who requires a basic understanding of the ITIL® framework or for those who need an understanding of how ITIL can be used to enhance the quality of IT Service Management within an organization. It is also for IT professionals or others working within an organization that has adopted and adapted ITIL® who need to be informed about, or contribute to an on-going service improvement program. Successful completion of the Foundation certificate also fulfills the prerequisite entry criteria for the next level of study within the ITIL® qualifications scheme, the ITIL® 2011 Intermediate Level.

This 3 day hands-on 2011 Foundation certification training program introduces the student to the fundamentals of IT Service Management as described in version 3 of the IT Infrastructure Library. Accredited by ISEB and EXIN, the course helps students prepare for the certification exam along with acquiring valuable insights from instructors with extensive practical experience in managing IT organizations and deploying successful ITIL-based Service Management programs.

After completing this course you will understand:

  • 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

This course features lectures, discussion, team exercises and quizzes.

ITIL® and IT Infrastructure Library® are registered trademarks of Axelos Limited and related courses are delivered in partnership with Deep Creek Center, a CSME accredited ITIL training organization.

For information on Detroit, Michigan area ITIL® classes or to request a class date please contact us at 248-489-0408

Who Should Attend

Senior IT and business executives, IT management and staff, consultants, project managers and others interested in learning about IT Service Management.

Detailed Course Outline

Day 1
  • Introduction
  • ITIL Concepts
    • Good Practices
    • Services
    • Processes
    • Roles
    • Functions
    • Governance
  • Continuous Service Improvement
    • Goals and Objectives
    • Value to the Business
    • CSI Model
    • Integration with other Frameworks, Models, and Quality Systems
    • CSI Drivers
    • Deming PDCA
    • 7-Step Improvement Model
    • RACI Matrix
    • Ownership and its role in driving CSI
  • Service Operation
    • Goals and Objectives
    • Value to the Business
    • Incident Management
    • Problem Management
    • Event Management
    • Request Fulfillment
    • Access Management
    • SO Functions
    • Service Desk
    • Technical Mgmt
    • IT Operations Mgmt
    • Application Mgmt
    • Enabling Tools and Technology
Day 2
  • Review Day 1
  • Service Transition
    • Goals and Objectives
    • Value to the Business
    • Service V Model
    • Transition and Support Mgmt
    • Change Mgmt
    • Service Asset and Configuration Mgmt
    • Configuration Management Systems
    • Definitive Media Library
    • Release and Deployment Mgmt
    • Service Testing and Validation Mgmt
    • Evaluation Mgmt
    • Knowledge Mgmt
    • Enabling Tools and Technology
  • Service Design
    • Goals and Objectives
    • Value to the Business
    • 4 Ps of Service Design
    • Service Catalog Mgmt
    • Service Level Mgmt
    • Availability Mgmt
    • Capacity Mgmt
    • Security Mgmt
    • IT Service Continuity Mgmt
    • Supplier Mgmt
    • Tactical Aspects of Service Design
    • 5 key aspects of a service design
    • Roles and responsibilities
    • Enabling Tools and Technology
Day 3
  • Review Day 2
  • Service Strategy
    • 4 P’s of Service Strategy
    • 4 step Service Strategy Process
    • Service Portfolio Mgmt
    • Demand Mgmt
    • Financial Mgmt
    • Business Case
    • Enabling Tools and Technology
  • Review Program
  • Self-Study, Exam Prep.

Student Successes

Programs and Certifications