COURSE 4700 | 3-DAY SESSION
ITIL Foundations: Exam Certification Boot Camp

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Course Outline

I. Course Introduction

A. Introductions
B. Course objectives
C. Earning the Foundations Certificate
D. Agenda

2. The Importance of IT Service Management and the IT Infrastructure

A. Common Problems with IT Services
B. Benefits of a Methodical and Systematic Approach to Information Technology Service
C. Benefits for users and customers of IT Service
D. Benefits for suppliers of IT Service

Exercise: We'll discuss your experiences with IT Service Problems and their consequences


3. The Service Management Processes

A. Overview of the Service Management Processes
B. Benefits of Each Process
C. Major Activities of Each Process
D. Distinctions Between Each Process and the Others
E. Interfaces Between Each Process and the Others
E. Distinctions Between the Processes and Organizational Units

Exercise: The IT Service Management Puzzle


4. Service Support - Service Desk

A. Goals, Objectives and Benefits
B. Scope and Basic Concepts
C. Roles and Responsibilities
D. Specific Activities and Results
E. Interfaces to Other Processes
F. Key Performance Indicators and Summary

Exercise: Service Desk Question Review


5. Service Support - Incident Management

A. Goal, Objectives and Benefits
B. Scope and Basic Concepts
C. Roles and Responsibilities
D. Specific Activities and Results
E. Interfaces to Other Processes
F. Key Performance Indicators and Summary

Exercise: Incident Management Question Review


6. Service Support - Problem Management

A. Goal, Objectives and Benefits
B. Scope and Basic Concepts
C. Roles and Responsibilities
D. Specific Activities and Results
E. Interfaces to Other Processes
F. Key Performance Indicators and Summary

Exercise: Problem Management Question Review


7. Service Support - Change Management

A. Goal, Objectives and Benefits
B. Scope and Basic Concepts
C. Roles and Responsibilities
D. Specific Activities and Results
E. Interfaces to Other Processes
F. Key Performance Indicators and Summary

Exercise: Change Management Question Review


8. Service Support - Configuration Management

A. Goal, Objectives and Benefits
B. Scope and Basic Concepts
C. Roles and Responsibilities
D. Specific Activities and Results
E. Interfaces to Other Processes
F. Key Performance Indicators and Summary

Exercise: Configuration Management Question Review


9. Service Support - Release Management

A. Goal, Objectives and Benefits
B. Scope and Basic Concepts
C. Roles and Responsibilities
D. Specific Activities and Results
E. Interfaces to Other Processes
F. Key Performance Indicators and Summary

Exercise: Release Management Question Review


10. Service Support Review

Exercise: Service Support Question Review


11. Service Delivery - Service Level Management

A. Goal, Objectives and Benefits
B. Scope and Basic Concepts
C. Roles and Responsibilities
D. Specific Activities and Results
E. Interfaces to Other Processes
F. Key Performance Indicators and Summary

Exercise: Service Level Management Question Review


12. Service Delivery - Availability Management

A. Goal, Objectives and Benefits
B. Scope and Basic Concepts
C. Roles and Responsibilities
D. Specific Activities and Results
E. Interfaces to Other Processes
F. Key Performance Indicators and Summary

Exercise: Availability Management Question Review


13. Service Delivery - Capacity Management

A. Goal, Objectives and Benefits
B. Scope and Basic Concepts
C. Roles and Responsibilities
D. Specific Activities and Results
E. Interfaces to Other Processes
F. Key Performance Indicators and Summary

Exercise: Capacity Management Question Review


14. Service Delivery - IT Service Continuity Management

A. Goal, Objectives and Benefits
B. Scope and Basic Concepts
C. Roles and Responsibilities
D. Specific Activities and Results
E. Interfaces to Other Processes
F. Key Performance Indicators and Summary

Exercise: IT Service Continuity Management Question Review


15. Service Delivery - Financial Management for IT Services

A. Goal, Objectives and Benefits
B. Scope and Basic Concepts
C. Roles and Responsibilities
D. Specific Activities and Results
E. Interfaces to Other Processes
F. Key Performance Indicators and Summary

Exercise: Financial Management for IT Services Question Review


16. Service Delivery Review

Exercise: Service Delivery Question Review


17. Security Management

A. Goal, Objectives and Benefits
B. Scope and Basic Concepts
C. Roles and Responsibilities
D. Specific Activities and Results
E. Interfaces to Other Processes
F. Key Performance Indicators and Summary

Exercise: Security Management Question Review


18. IT Service Management Review

19. ITIL Certification Practice Test

20. EXIN-Accredited ITIL Foundation Exam`