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ITIL training
ITIL Training Overview
Designed for all levels of IT Service and Support staff, this course (student guide) provides IT professionals with accredited industry certification of the ITIL best practice framework. Whether adopting ITIL or embarking on continuous service improvement, participants gain a fundamental understanding of how IT Service and Support can be best organized to align IT with business needs, improve service quality and reduce long-term costs. Participants learn in an interactive dialogue-based setting from seasoned process consultants who have gained years of experience through numerous service improvement assignments. To reinforce retention and knowledge transfer, students work through applied exercises after each module. At the end of each day participants are equipped with take-home mock exams for morning evaluation and certification exam preparation.
ITIL Training Audience
Students should have 1-2 years of experience within environments such as:
- Help Desk, Service Desk, Technical Support, Process Leadership, Call Centre
- Change Management, Release Management, Service Level Management, Availability Management, Capacity Management, Financial Management for IT
- IT Professionals who desire to achieve the ITIL Practitioner or Masters levels
Coming Soon
Additional ITIL learning courses and products coming soon!
- Train-the-Trainer ITIL Foundations eLearning Web-Based Seminar (3 hours in length)
- Instructor-led training course – ITIL 2.0 Service Manager
- Instructor-led training course – ITIL 2.0 Practitioner
- Several additional instructor-led and eLearning options to be added throughout 2007
Instructor Guide
- A 50+ page instructor and classroom facilitator guide is available (under separate purchase)
- The following support materials are available to the instructor:
- 275+ slides in PowerPoint for classroom presentation
- ITIL Lite Online Foundations e-Learning Web-Based Course (separate subscription required)
- Licensed ITIL Foundations exam, mock exams with instructor critique
Course Objectives
To encourage participation in the success of their organization by:
- Giving the student an understanding of the ITIL framework and its relationships with the 10 foundational processes and Service Desk function
- Illustrating how the ITIL processes can be utilized in any size organization
- Aligning IT services with the current and future needs of the business/customer
- Improving the quality of the IT service delivered
- Reducing the long-term costs of IT service provisions
- Promoting a common vision and language within the IT infrastructure
- Preparing participants for the 1 hour, 40-question multiple choice exam
Course duration
2.5 - 3.0 days
ITIL Training Course outline
To provide the student with a fundamental understanding of the:
- Service Desk (function)
- Incident Management (process)
- Problem Management (process)
- Change Management (process)
- Release Management (process)
- Configuration Management (process)
- Service Level Management (process)
- Availability Management (process)
- Capacity Management (process)
- IT Service Continuity (process)
- Financial Management for IT Services (process)
