ITIL
2011 Foundations with Case Study
Course Length: Three Days
Course
Description:
The ITILŪ 2011 Edition course is the entry level certification
course for IT Service Management Best Practices training in ITIL.
This course covers the latest version of core ITIL best
practices presented from a lifecycle perspective. The course
introduces the principles and core elements of IT service
management (ITSM) based on ITIL 2011 Edition. ITIL 2011 Edition
is comprised of five core publications: Service Strategy,
Service Design, Service Transition, Service Operations and
Continual Service Improvement, promoting alignment with the
business as well as improving operational efficiency.
This course is delivered using an exciting case study designed
to further enhance and cement the candidates understanding of
ITIL 2011 Edition. Students who have attended this course are
suitably prepared to successfully take the associated ITIL 2011
Edition certification test which is a requirement for attending
any of the further learning courses (ITIL intermediate level
training) available in this track.
Target
Audience:
IT Professionals, IT Support Staff, Application, Project and
Business Managers, Any member of an IT team involved in the
delivery of IT Services.
Prerequisites:
There are no pre-requisites for this course, although a basic
knowledge of Service Management concepts will be helpful.
Course and Learning Objectives:
At the end of this course, you will be able to:
• Identify the principles and concepts of IT Service Management
based on ITIL 2011 Edition.
• Identify the best practices of implementing ITIL 2011 Edition
in an organization.
• Define the terminology used in ITIL 2011 Edition
• Identify the concepts and definitions used in the Service
Lifecycle.
• Define Service Strategy concepts
• Define Service Design concepts
• Define Service Operations concepts
• Define Service Transition concepts
• Define Continual Service Improvement concepts
• Define the roles, processes, and components within key areas
of IT Service Management based on ITIL 2011 Edition
• Prepare the student to take the ITIL 2011 Edition
Certification exam
Course
Approach:
Participants will learn the principles and core elements of the
service lifecycle approach to IT Service Management according to
ITIL 2011 Edition. An interactive approach is used combining
lecture, discussion and case study experience to prepare
participants for the ITIL 2011 Edition certification exam as
well as providing valuable practical knowledge that can be
rapidly applied in the workplace. Quint Wellington Redwood’s
integrated case study deepens the participant’s appreciation of
how ITIL best practices can be applied in order to improve IT
performance.
About the Examination:
The exam is closed book with forty (40) multiple choice
questions.
The pass score is 65% (26 out of 40 questions).
The exam lasts 60 minutes.
Credits:
Upon successfully achieving the ITIL 2011 Edition certificate,
the student will be recognized with 2 credits in the ITILŪ
qualification scheme.
Project Management Institute - Professional Development Units (PDUs)
= 21
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