ITIL

ITIL represents the globally accepted best-practice standard for Information Technology Service Management, delivering a pragmatic, straightforward framework for evaluating, organizing, delivering, and maintaining IT services aligned with business objectives. We provide an accelerated 3-day (alternatively, six evening sessions) in-person instructor-facilitated training program specifically designed to prepare you for successful completion of the ITIL Foundation certification assessment. Successful program completion satisfies the prerequisite education requirement necessary to attempt the certification exam.

Note: The certification examination fee and study reference materials are not included in the pricing. In longer-term training arrangements, these costs may be incorporated into the overall program investment.

Detailed Curriculum

Unit 1: Orientation and Overview

• Topic A: Learning outcomes and class scope
• Topic B: ITIL certification and credentialing pathway
• Topic C: ITIL credentials and advancement structure

Unit 2: Core Service Management Foundations

• Topic A: Service definition and characteristics
• Topic B: ITIL framework and underlying principles
• Topic C: Service lifecycle progression
• Topic D: Organizational processes and structural functions
• Topic E: Organizational responsibilities and accountability
• Topic F: Service delivery accountability and role expectations

Unit 3: Service Strategy Components

• Topic A: Service strategy framework and principles
• Topic B: Service value creation and realization
• Topic C: Strategic IT resource and asset planning
• Topic D: Stakeholder relations and organizational partnership
• Topic E: Service offerings and portfolio planning
• Topic F: Service demand forecasting and planning
• Topic G: Cost analysis and financial planning for IT services

Unit 4: Service Design Structures and Practices

• Topic A: Core design philosophy and approach
• Topic B: Design orchestration and governance
• Topic C: Service agreements and performance standards
• Topic D: Service portfolio and offerings documentation
• Topic E: External partnerships and vendor management
• Topic F: System accessibility and operational reliability
• Topic G: Technical scalability and resource capacity planning
• Topic H: Cybersecurity and data safeguarding protocols
• Topic I: Enterprise continuity and disaster recovery strategies

Unit 5: Service Transition Framework

• Topic A: Implementing services into operational environments
• Topic B: Asset tracking and system configuration management
• Topic C: Approving and controlling system modifications
• Topic D: Software installation and deployment procedures
• Topic E: Capturing and sharing institutional knowledge

Unit 6: Service Operation Core Activities

• Topic A: Managing system failures and service disruptions
• Topic B: Detecting and responding to system alerts
• Topic C: Investigation and resolution of root causes
• Topic D: User authentication and permission management
• Topic E: Processing and fulfilling user support requests

Unit 7: Service Operation Teams and Support Functions

• Topic A: Help desk and user support center operations
• Topic B: Systems administration and infrastructure management
• Topic C: Software and solution platform management
• Topic D: Systems monitoring and infrastructure operations

Unit 8: Continuous Improvement Frameworks

• Strategic context and organizational value
• Topic A: Continuous improvement purpose, strategic benefits, and implementation scope
• Topic B: Performance tracking and metrics framework
• Topic C: Structured iterative improvement methodology

Unit 9: Technology Platforms and Deployment Considerations

Unit 10: Certification Exam Readiness

• Assessment and testing strategies