Course Length: 3 days
Course Overview
As business needs change, so do the demands of IT. The challenge: to meet new and growing requirements for IT Services. In the 90’s, the IT Infrastructure Library™ (ITIL®) became the de facto standard for IT Service Management (ITSM). The ITIL books are framed around the Service Lifecycle, taking a holistic approach to managing service and delivering business value. ITIL certifications are internationally recognized and, at many organizations, have become a requisite for IT staff.
H2 Performance Consulting’s ITIL Foundation course is a three (3) day journey through the five (5) stages of the ITIL Lifecycle:
• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement
Embedded into the Foundation course is a unique group exercise, I am the Incident™ which brings the processes and concepts to life, in a fun, fast-paced way. Attendees should come ready to participate in lively discussions about process improvements, benefits and challenges.
Target Student
ITIL Foundation training is essential for anyone involved in the internal or external delivery of IT services:
• IT Leadership
• Key Business Managers
• Network Operations
• Business Process Analysts
• Business Analysts
• IT Consultants
• Project Managers
• System Integrators
• Help Desk / Service Desk Managers and Analysts
• Managed Service Providers
• Application Developers
• Solution Providers and Sales Staff
Student Prerequisites
Students should have familiarity with IT Services and are currently supporting service delivery.
Performance-Based Objectives
In addition to in-depth foundations level training, learners will be equipped to earn their ITIL Foundation Certificate in IT Service Management by achieving a passing score (65%) on the 60 minute exam, consisting of 40 multiple choice questions.
The student will receive:
• Three (3) days Instructor Led Education and Exercise Facilitation
• Learner Manual (excellent post-class reference)
• ITIL Pocket Guide
• The ITIL® V3 Lifecycle Reference Card
• Reinforcing Memory Games
• Sample Exams and Exam Preparation
• In-Class Foundation Examination
• Two (2) credits of the twenty two (22) required to achieve the ITIL Expert™ Certification
• Project Management Professionals earn 22 PDUs upon completion of this course