AudienceThis course is for anyone who requires a basic understanding of the ITIL framework or those who need understanding of how ITIL can be used to enhance the quality of IT service management within an organization and IT professionals or others working within an organization that has adopted and adapted ITIL who need to be informed about, or contribute to an on-going service improvement program. Successful completion of the Foundation certificate also fulfills the prerequisite entry criteria for the next level of study within the ITIL qualifications scheme, the ITIL 2011 Intermediate Level.

PRerequisitesThere are no required prerequisites before attending this course.

WHAT YOU WILL LEARN After completing this course you will understand the Key ITIL processes, benefits of ITIL process implementation, ITIL process relationships and factors that impact ITIL process effectiveness.

» ITIL Concepts » Continuous Service Improvement » Service Operation » Service Transition » Service Design » Service Strategy » Open itSM Solutions

$2075.00• 3-day course• Promotional and

package discounts may apply

Questions?Call 602-266-8585

ITIL200: ITIL FoundationCertification CoursePrepare for ITIL Certification. This 3-day hands-on training program for IT Infrastructure Library (ITIL) Foundation certification introduces you to the fundamentals of IT Service Management (ITSM) as described in ITIL Version 2011. This course will help you prepare for the certification exam and acquire valuable insight from instructors who have actually managed IT operations and ITSM programs.

itil

“Mark did a great job. He kept the class interested and ‘awake’!” ITIL200 StudentPhoenix, AZ

(course outline on back side)

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Call 602-266-8585 today for a live demo.©2013 Interface Technical Training All rights reserved

COURSE OUTLINE ITIL200: ITIL Foundation Certification Course

1. ITIL Concepts » Origins of ITIL » ITSM - A Real-Life World of Experience » The History of ITIL » Why Refresh » Concepts We Need to Know » Good Practice » IT Service Management » Service » Service Model » Function - Process - Role » What is a Process? » Process Characteristics » IT Governance and Service Lifecycle » ITIL Concepts Checkpoint

2. Continuous Service Improvement » CSI and the Service Lifecycle » Managing through the Lifecycle » CSI Model » Principles of CSI » CSI and Organizational Change » Ownership » Role Definitions » Drivers » Service Level Management » Continuous Improvement » Service Measurement » Knowledge Management » Benchmarks » Governance » Frameworks, Models, and Quality Systems » 7-Step Improvement Process » CSI Program Concepts

3. Service Operation » Service Operation and the Service Lifecycle » Purpose, Goals, and Objectives of Service Operation » Scope of Service Operation » Service Operation’s Value to the Business » Principles of Service Operation

4. Service Transition » Service Transition and the Service Lifecycle » Service Transition Model » Purpose, Goals, and Objectives of Service Transition » Scope of Service Transition » Service Transition’s Value to the Business » Principles of Service Transition

5. Service Design » Service Design and the Service Lifecycle » Service Design Model » Purpose, Goals, and Objectives of Service Design » Scope of Service Design » Service Design’s Value to the Business » Principles of Service Design

6. Service Strategy » Service Strategy and the Service Lifecycle » Service Strategy Model » Purpose, Goals, and Objectives of Service Strategy » Scope of Service Strategy » Service Strategy’s Value to the Business » Principles of Service Strategy

7. Open itSM Solutions » Open Frameworks, Methods and Standards » The Service Provider Model » The Open itSM Solutions Reference Model

Register by phone at 602-266-8585, or online at www.InterfaceTT.com.©2013 Interface Technical Training All rights reserved. v062813