ITIL V2
Foundation Certification
Delivery Format: Instructor
Led or Webinar
Course Description
This hands on, instructor led,
ITIL Foundation certification training program
introduces the student to the fundamentals of IT
Service Management as described in the IT
Infrastructure Library. Accredited by EXIN and ISEB,
the course helps students prepare for the
certification exam along with acquiring valuable
insights from instructors who have actually managed
IT operations and ITSM programs.
Delivered over three days the
course features lectures, discussion, case study
team exercises and quizzes. It culminates with an
optional, one-hour certification examination.
Course Outline
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Day 1
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Introductions
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ITSM Concepts
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Service Desk
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Incident Management
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Problem Management
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Configuration Management
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Change Management
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Self-Study, Exam Prep.
Mock Exam |
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Day 2
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Review Day1
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Release Management
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Service Level Management
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Availability Management
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Capacity Management
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Self-Study, Exam Prep.
Retired exam |
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Day 3
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Review Day 2
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IT Service Continuity
Management |
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Financial Management
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Security Management
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Review Program
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Self-Study, Exam
Prep./Retired exam |
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Who Should Attend
Senior IT and business executives,
IT management and staff, consultants, project
managers and others interested in learning about IT
Service Management.
Prerequisites
None, but it is our recommendation
that students with limited IT backgrounds sit
through the Journey to Excellence web based
awareness program (see below)
Exam
An optional 1-hour, 40 question,
closed book multiple choice examination is
administered by an independent proctor at the end of
the course. Certification is through either the
Information Systems Examination Board (ISEB) or Exin.
Reference Material
Each student will receive a
workbook. Other ITSM-related study material and
books are available for purchase prior to, or
during, the class.
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