3-day training course and certification exam, $2,195
3-day virtual (no travel) certification course, $2,195
Limited promotional seats available
Attendees will gain a general knowledge of the main elements, concepts and terminology used in the ITIL Service Lifecycle, including the relationships between Lifecycle stages, the processes used and their contribution to successful service management practices. The training features a case study, lectures, discussion, team exercises, and quizzes to prepare participants for the ITIL Foundation Certification exam.
What You Will Learn
This course introduces the key concepts of each ITIL function, process and lifecycle stage. Participants will learn:
Our instructors have years of hands-on IT practitioner experience, enabling them to effectively intertwine theory and real life stories and scenarios. This training style encourages active group participation, allowing all participants to gain a wealth of practical knowledge. Only the finest quality, accredited content is used.
The certification in ITIL Foundation is earned by achieving a passing score on a 60 minute, 40 question exam administered on the final day of class.
Who Should Participate
ITIL Foundation training is ideal for anyone involved in IT services such as network operators, business process analysts, project managers, systems integrators, help desk managers and staff, outsourcers and application developers. Individuals responsible for controlling or reducing IT costs, improving service quality, and balancing resources should also attend. All IT professionals, managers and team members, coordinators, architects, consultants, planners and managed service providers will benefit from this course.
Participants should be familiar with IT services and terminology.
1. Service Management
This chapter provides service management professionals with a clear understanding of the concept of service, the service management product and discipline, and an opportunity to share perspectives on service management and the service product with fellow professionals.
2. The ITIL Service Lifecycle
This chapter will help service desk practitioners understand the phases of the ITIL service lifecycle, the value of each, and how these processes integrate. Participants with learn the objectives, scope and business value for each phase in the lifecycle.
3. Concepts and Terminology
This chapter explains key terminology and presents the key concepts of service management. Participants will be introduced to the following concepts:
4. Key Principles and Models
This chapter presents the key principles and models of service management and how to balance opposing forces within service management.
Continual Service Improvement
5. Service Managment Processes
This chapter explains how the service management processes contribute to the ITIL service lifecycle. The purpose, objectives, scope, basic concepts, activities and interfaces for core processes, and for eighteen of the remaining processes, are explained.
Continual Service Improvement
This chapter explains the role, objectives and organizational structures of the service desk function and how functions can overlap.
7. Roles and Responsibilities
This chapter presents and explains key roles in service management, and related responsibilities and accountabilities.
8. Technology and Architecture
This chapter explains how service automation can be employed to expedite service management processes.
9. Competence and Training
10. Exam Preparation and Mock Exam
The per student registration fee for both classroom training and virtual (online) training formats is $2,195, and includes:
Classroom training begins at 8:30 AM each day and concludes at 5:00 PM unless otherwise directed. Please arrive early on the first day to sign-in and meet fellow attendees. If you register less than one week in advance of a class, please bring your confirmation letter. Business casual attire is appropriate. For information on virtual training session start and stop times, refer to the course schedule below.
Register securely online with confidence or please call (708) 246-0320.
For more ITSM, ITIL, help desk and field support training options, visit the Help Desk, ITIL, and Support Center Calendar.
RCCSP Alliance Members: ITIL Authorized Training Organizations (ATOs) and Affiliates (ATAs)
All RCCSP Professional Education Alliance ITIL training courses are taught by Accredited ITIL Trainers meeting the ITIL trainer criteria set by the ITIL Qualification Board. Accreditation qualifications include, but are not limited to:
Only Accredited ITIL training materials developed by Accredited ITIL Authorized Training Organizations are used in the classroom. The complete list of RCCSP Professional Education Alliance ITIL Authorized Training Organizations and Authorized Training Affiliates participating in RCCSP schedules can be found here.
ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.
Public Training Terms & Conditions
Seminar agenda and assigned instructors are subject to change.
Payment is due prior to the seminar.
Public and virtual seminar cancellation policy. Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $400. Or, you may transfer your registration to another date or member of your company at no additional charge. Please notify us as soon as possible. Registrants cancelling within fourteen days of the seminar will receive credit, less administrative fees of $400, toward any other Resource Center seminar.
Cancellation by provider. In the unlikely event that a seminar must be cancelled by seminar provider due to unavoidable circumstances, you will be notified at least two weeks prior to the seminar date, and your payment will be refunded.
Seminar provider is not responsible for losses due to cancellation. In all circumstances, seminar provider's liability shall be limited to fees received.