NetCom Learning

ITIL® Foundation Certification Training Courses

About the ITIL® Foundation Certification

Duration: 3 days (24 hours)

ITIL Licensed Affiliate

The IT Infrastructure Library® (ITIL®) Foundation certification training course from NetCom Learning provides an insight into the fundamentals of the globally adopted framework for IT Service Management. The ITIL Foundation courses focus on basic concepts of the ITIL Service Lifecycle and how it influences IT Service Management across private and public organizations.

Conducted via ITIL® Foundation training online and instructor-led media, the course delivers an introduction to the five core elements of IT Service Management processes. The candidates learn about aligning IT goals with business objectives, along with improving the overall quality of operation and reducing operational costs.

Learners are provided with real-world projects, assessments, and presentations to prepare competently for their ITIL Foundation certification exam. The program explains the key concepts and principles of the ITIL Service Management model, providing comprehensive coverage of the knowledge required for this entry-level qualification.

NetCom is an Accredited Training Affiliate in partnership with Ahead Technology.

Learning Modalities
- Instructor-led Classroom Training
- Online Training
- Corporate Training
- Onsite Training
- One-on-One Training

Course Preparation
- You will receive a course study book including case studies and sample exam questions
- You should acquire and read the ITIL Service Design core publication, which you should read as part of personal study
- Review your ITIL Foundation course materials

What's Included
- Facilitated Training
- Books

Exam Name
- ITIL Foundation Certificate Exam

Certification
- ITIL Foundation Certificate

Exam Information
The ITIL Foundation exam can be taken in any of the following three ways:
- On the last day of the course, in-class exam
- In the comfort of your home and at any time, after the course completion via PeopleCert (online)
- At your convenience, at an eligible testing center

Exam Format
- Multiple choice examination questions
- Number of Questions: 40
- Pass Score: 26/40 or 65%
- Exam Duration: 60 minutes
- Open/Closed Book: Closed Book

Credits
- Upon successfully achieving the ITIL Foundation certificate, the participants earn two credits toward their ITIL Expert certification

Objectives
Understand the ITIL Framework, Service Management best practices, process components, key principles, terminologies, and goals
Understand the objectives and purpose of core elements of Service Design, Service Strategy, Service Operations, Service Transition, and Continual Service Improvement
Understand how to apply lean principles and enhance efficiency of ITSM processes
Learn about using different ITIL techniques and tools
Learn to optimize business operations by leveraging ITIL concepts

Next Class Dates

Feb 19, 2018 – Feb 21, 2018
 
9:00am – 5:00pm CST
 
 
519 8th Avenue, 2nd Floor, New York, NY 10018
New York, NY 10018
Mar 26, 2018 – Mar 28, 2018
 
9:00am – 5:00pm CST
 
 
519 8th Avenue, 2nd Floor, New York, NY 10018
New York, NY 10018
Apr 30, 2018 – May 2, 2018
 
9:00am – 5:00pm CST
 
 
519 8th Avenue, 2nd Floor, New York, NY 10018
New York, NY 10018

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This training consists of the following courses:

ITIL® Foundation Certification   More on this course

3 days | 24 hours

arrow Course Objectives

  • » Understand the ITIL Framework, Service Management best practices, process components, key principles, terminologies, and goals
  • » Understand the objectives and purpose of core elements of Service Design, Service Strategy, Service Operations, Service Transition, and Continual Service Improvement
  • » Understand how to apply lean principles and enhance efficiency of ITSM processes
  • » Learn about using different ITIL techniques and tools
  • » Learn to optimize business operations by leveraging ITIL concepts

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arrow Course Outline

  • Service management as a practice
    1. Describe the concept of best practices in the public domain
    2. Describe and explain why ITIL is successful
    3. Define and explain the concept of a service
    4. Define and explain the concept of internal and external customers
    5. Define and explain the concept of internal and external services
    6. Define and explain the concept of service management
    7. Define and explain the concept of IT service management
    8. Define and explain the concept of stakeholders in service management
    9. Define processes and functions
    10. Explain the process model and the characteristics of processes
  • The ITIL service lifecycle
    1. Describe the structure of the ITIL service lifecycle
    2. Account for the purpose, objectives and scope of service strategy
    3. Briefly explain what value service strategy provides to the business
    4. Account for the purpose, objectives and scope of service design
    5. Briefly explain what value service design provides to the business
    6. Account for the purpose, objectives and scope of service transition
    7. Briefly explain what value service transition provides to the business
    8. Account for the purpose, objectives and scope of service operation
    9. Briefly explain what value service operation provides to the business
    10. Account for the main purpose, objectives and scope of continual service improvement
    11. Briefly explain what value continual service improvement provides to the business
  • Generic concepts and definitions
    1. Utility and warranty
    2. Assets, resources and capabilities
    3. Service portfolio
    4. Service catalogue (both two-view and three-view types)
    5. Governance
    6. Business case
    7. Risk management
    8. Service provider
    9. Supplier
    10. Service level agreement (SLA)
    11. Operational level agreement (OLA)
    12. Underpinning contract
    13. Availability
    14. Service knowledge management system (SKMS)
    15. Configuration item (CI)
    16. Configuration management system
    17. Definitive media library (DML)
    18. Change
    19. Change types (standard, emergency and normal)
    20. Event
    21. Alert
    22. Incident
    23. Impact, urgency and priority
    24. Service request
    25. Problem
    26. Workaround
    27. Known error
    28. Known error database (KEDB)
    29. The role of communication in service operation
    30. Release policy
    31. Types of services
    32. Change proposals
    33. CSI register
    34. Outcomes
    35. Patterns of business activity
    36. Customers and users
    37. The Deming Cycle (plan, do, check, act)
  • Key principles and models
    1. Service Strategy
    2. Service Design
    3. Continual service Improvement
  • Processes
    1. Service Strategy
    2. Service Design
    3. Service Transition
    4. Service Operation
    5. Continual Service Improvement
  • Functions
    1. Explain the role, objectives and organizational structures for
    2. State the role and objectives
  • Roles
    1. Account for the role and the responsibilities of the: Process owner, Process manager, Process practitioner, Service owner
    2. Recognize the responsible, accountable, consulted, informed (RACI)responsibility model and explain its role in determining organizational structure.
  • Technology and architecture
    1. Understand how service automation assists with expediting service management processes

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This training prepares students for the following exam(s):

  • » ITIL FNDN Exam PU Voucher: ITIL Foundation exam taken at home, with online proctor
  • » ITIL FNDN Exam Onsite Voucher: ITIL Foundation exam proctored by NetCom for private sessions only
  • » ITIL FNDN Exam VUE Voucher: ITIL Foundation exam taken at a local VUE test center

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Recent Client Testimonials & Reviews

Very thorough and knowledgeable teacher.

-Pat R.
Course(s) Taken

» ITIL Foundation Certification

The instructor was very informative and has a good flow. He had a great working knowledge of the topic.

-Daniel F.
Course(s) Taken

» ITIL Foundation Certification

The virtual class made it very convenient to attend. The instructor is amazing. Never once did he ever seem like he was bored which is difficult to do when you are talking into the air for 3 days.

- Carl R.

Course(s) Taken

» ITIL Foundation Certification

  More testimonials »  

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