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  • January 22, 2019 - January 24, 2019
    8:30 am - 4:30 pm
  • January 28, 2019 - January 30, 2019
    8:00 am - 4:00 pm
  • January 9, 2019 - January 11, 2019
    9:00 am - 5:00 pm
  • May 28, 2019 - May 30, 2019
    10:00 am - 6:00 pm

About this Course

Prepare for ITIL® Certification. This hands-on training program for IT Infrastructure Library (ITIL®) Foundation certification provides you with a general overview of the IT Service Management Lifecycle, its supporting processes, functions and roles and the key concepts of an integrated IT Service Management framework.

Audience Profile

This 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.

At Course Completion

After completing this course you will understand:

  • Key concepts of ITIL
  • Important principles for improving IT operations
  • Vital processes and functions
  • Practical guidance for applying ITIL to everyday IT situations
  • How to align with business, control costs, and improve IT service quality
  • Strategies to balance IT resources


1. Service Management Defined

  • IT services and what they really do
  • How IT services deliver value to customers
  • Value and importance of IT Service Management
  • Supporting Service Management frameworks, methodologies and standards

2. ITIL Introduction and “Logistics”

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

3. Service Strategy

  • Design, develop, and implement service management
  • Service management as a strategic asset
  • Setting objectives and expectations to achieve required and agreed business outcomes
  • Processes and activities that support the lifecycle phase

4. Service Design

  • Convert strategy into services
  • Design and develop services, supporting processes, technology and architecture
  • Design principles and methods
  • Processes and activities that support the lifecycle phase

5. Service Transition

  • Develop and improve transition capabilities
  • Manage change complexity and risk mitigation activities
  • Prevent undesired results while enabling innovation
  • Processes and activities that support the lifecycle phase

6. Service Operation

  • Effectively and efficiently deliver support services
  • Ensure value to customer and service provider
  • Maintain stability while allowing for change
  • Processes, functions and key concepts that support the lifecycle phase activities

7. Continual Service Improvement

  • Ensure value for customers in improvements
  • Importance of measures & metrics to the improvement of services
  • Link improvement efforts to strategy, design, and transition
  • Processes and main activities of CSI

8. Exam-Taking Tips

  • Important techniques to help you pass your exam
  • Multiple sample exams and exercises to test knowledge and ability to apply best practices


There are no required prerequisites before attending this course.​


Online Event


Live Online Training

Get the same training you expect in the classroom without leaving your office or home. These are NOT recorded classes. They are LIVE sessions with an expert instructor. We use the latest in video conferencing technologies and audio so you can confidently participate in any class just like being right there in person. We guarantee the effectiveness of our online training delivery approach that we will give you your money back if you are not totally satisfied.  Ask us for a demo.

Online class requirements:

  • Moderate to fast Internet
  • Phone, or Speakers or headset (required in order to hear the instructor/moderator). You can use Voice Over IP (VoIP) or you can dial-in from a regular phone.  Whether you decide to use VoIP or a phone, for convenience, we recommend a hands free headset.
  • Training software must be installed on your computer (30 trial versions are acceptable)
  • RECOMMENDED: Dual Monitors or computers. For optimal online learning experience, we recommend participants have dual monitors or dual computers. Your online classroom credentials allow you to login multiple times from multiple computers. Participants should use one monitor or computer to view instructor/moderator shared screen and another monitor/computer to work in the software.

What happens when you enroll in an online class

When you register for an online class, you will receive a welcome email followed by login access to the Citrix GoToTraining virtual classroom. A workbook (printed copy or eBook) will be sent to you prior to the start of class.

Online Training Advantages

Convenience: You don’t have to travel and can attend from your home, office or anywhere with an internet connection. Our online classes are conducted using GoToTraining, a more robust version of the popular GoToMeeting screen sharing and conferencing platform. To accommodate multiple time zones, courses are typically scheduled from 10am – 5pm Eastern with a one-hour lunch break at 12:30 – 1:30 pm Eastern and a 10-minute break in the morning and afternoon. When conducting custom online course for your group, class times can be modified to accommodate your timezone.

Interactive Learning: Our online training is fully interactive. You can speak and chat with the instructor and classmates at any time. Various interactive techniques are used in every class. Our  small class sizes (typically 4 – 8 students), allow our instructors to focus on individual performance and issues and to work closely with you to meet your unique needs. Classes are designed to be a hands-on learning experience, providing opportunities for you to try your new skills while the instructor is available for review, questions, and feedback. You have the option to give the instructor permission to view your computer to provide one-on-one assistance when needed.