ITIL FOUNDATION DURATION: 40 HRS

Program Details Program Code:
School: Macmillian Institute of Applied Health Sciences
Credential: Ontario College Certificate
Program Type: Information Technology
Program Length: 20 hours
Location: College Campus/Online
Email: macmillianinstitute@gmail.com
Telephone:647-219-4887

  • ITIL (IT Infrastructure Library) provides a framework of Best Practice guidance for IT Service Management. ITIL is the most widely adopted methodology for IT Service Management in the world. It provides a practical, framework for identifying, planning, delivering and supporting IT services to the business. The Foundation Level is the entry level qualification which offers candidates a general awareness of the key elements, concepts and terminology used in the ITIL Service Lifecycle, including the linkages between Lifecycle stages, the processes used and their contribution to Service Management practices.

·         PRE-REQUISITES: None

COURSE OUTLINE

Service Management Defined

  • IT services and what they really do
  • How IT services deliver value to customers
  • Value and importance of IT service management

ITIL Introduction

  • Good practices
  • Ease ITIL adoption
  • ITIL qualification scheme, bodies, and certifications

Service Strategy

  • Design, develop, and implement service management
  • Service management as a strategic asset
  • Setting objectives and expectations
  • Identify and select prioritization opportunities

Service Design

  • Design and develop services
  • Develop processes
  • Design principles and methods
  • Convert strategy into services

Service Transition

  • Develop and improve capabilities
  • Improved methods for transitioning new and changed services into operation
  • Manage the complexity related to changes
  • Prevent undesired results while enabling innovation

Service Operation

  • Effectively and efficiently deliver support services
  • Ensure value to customer and service provider
  • Maintain stability while allowing for change
  • Organize to improve IT support to customers

Continual Service Improvement

  • Create and maintain value for customers
  • Importance of better design, introduction, and operation of services
  • Improving service quality, business continuity, and IT efficiency
  • Link improvement efforts to strategy, design, and transition

Exam-Taking Tips

  • Techniques to help in passing the exam

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