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ITIL® Foundation in English

ITIL® is the most widely accepted approach to IT service management in the world. ITIL can help individuals and organizations use IT to realize business change, transformation and growth. Upon successful completion of this course you will be able to:

  • Gain a fundamental understanding of the ITSM lifecycle
  • Gain the knowledge necessary to prepare for the "Foundation Certificate in IT Service Management" examination

ITIL® is a registered trademark of AXELOS Limited. The training is organized in affiliation with Quint.

Target audience

ITIL Foundations is for you if you work in IT Service Management, IT Management or business organisations that purchase or use IT-services.

Prerequisites

The ITIL® Foundation course requires no preliminary knowledge.

Training material


The class is taught in English and all books, slides and handouts are in English.

After the course you will understand:

  • how IT Service Management fits into the organisation
  • how efficient processes can help you improve your Service Management
  • the content of the different processes and their relations
  • how ITIL processes can be implemented in your organisation
  • the best practises of implementing the processes

Program

Course days begin at 9.00. Coffee is served from 8.30 onwards. The day ends at approximately 16.00

The (optional) ITIL Foundations certification test is held on the last day from 14.00 onwards.

Day 1

Introduction to ITIL

    Background to ITIL
    Introduction to process management and Service Management

ITIL Service Lifecycle

Service Design processes

  • Service Level Management
  • Catalog Management
  • Supplier Management
  • Availability Management
  • Capacity Management
  • Security Management
  • Service Continuity Management

Day 2

Service Transition processes

  • Change Management
  • Configuration Management
  • Knowledge Management
  • Release Management

Service Operation processes

  • Event Management
  • Incident Management
  • Problem Management
  • Request Fulfilment Management
  • Access Management

Service Operation Functions

  • Service Desk
  • Technincal Management
  • Application Management
  • IT Operations Management

Day 3

Service Strategy

  • Strategy Generation
  • Portfolio Management
  • Demand Management
  • Financial Management

Continual Service Improvement

  • Deming's cycle of improvement
  • Continual Service Improvement Model

Final summary

Sample exam

14.00 Optional ITIL Foundations Certificate examination (1 h, 40 questions)

Note: Examination costs are not included in the course price. An additional 215 € + vat will be charged for attending the certification examination.