ITIL® Foundation Training Course Overview

Our ITIL® Foundation training course will provide delegates with a detailed knowledge of basic ITIL® framework, terminology, and concepts. This course will introduce them to ITIL® as an approach, in the context of the Service Lifecycle.

ITIL® (IT Infrastructure Library) offers best practice techniques for the optimization of IT services. Essentially, ITIL® assists organizations in coordinating their IT requirements with business goals. ITIL® methodology is implemented worldwide, as it is the global standard for IT service management, thus it is a widely adopted and trusted procedure.

During this ITIL® Foundation training course, delegates will become familiar with key ITIL® terminology, understand the link between processes and the lifecycle, and will be able to explain service management as a practice. This course will cover the phases of the Service Lifecycle, which provide a sufficient overview of the alliance between IT and business strategy.

The Service Lifecycle is comprised of:

• ITIL® Service Lifecycle - Service Strategy
• ITIL® Service Lifecycle - Service Design
• ITIL® Service Lifecycle - Service Transition
• ITIL® Service Lifecycle - Service Operation
• ITIL® Service Lifecycle - Continual Service Improvement

 

Thus, delegates will gain an insight into these elements.

As well as this, individuals will learn about the service desk function, how automation integrates processes, and they will acquire an understanding of the key roles within service management. Towards the end of this training course, service management skills and successfulness with ITIL® will be an area of focus.

This ITIL® Foundation training course intends to prepare delegates for the ITIL® Foundation examination.

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

About the ITIL Foundation Certification Training Exam

In order to earn the official certification for ITIL Foundations, you must take one exam. Test-takers must score at least 65 percent in order to pass the 40-question test. The ITIL Foundations certification exam can be taken globally at any Pearson VUE and Prometric testing center.

What is ITIL training?

ITIL stands for information technology infrastructure library, and the professional training available from Cybrary can equip you with the knowledge and expertise to better manage the IT services of a business.

What is involved in the ITIL foundation training from Cybrary?

In order to have a successful career in IT service management, you need to have a solid understanding of the best practices you should be implementing. The ITIL course from Cybrary will provide baseline knowledge on the following topics:

• Reducing costs
• Increasing enhancements in processes
• Improving IT productivity
• Ensuring customer satisfaction

The course will also cover the five key phases of the ITIL mode. Not only will you learn more about what each phase entails, but the training will also cover the relationship between the phases and processes. Additionally, the purpose, goals, objectives, and values of the five key phases will also be thoroughly explained. By the end of the ITIL certification training, you will be equipped with the knowledge and tools to make informed decisions when it comes to operating the IT department for any organization.

Where can I take this ITIL foundation class?

One of the best things about taking advantage of the ITIL training offered by Cybrary is that you have the ability to complete all of the training lessons online. So long are the days of having to search for classes near your home. You no longer have to spend your evenings or weekends sitting in a classroom, losing precious time that could be spent with your family and friends. Cybrary gives you the freedom to complete the lessons whenever and wherever is most convenient for you.

How long will it take me to complete the ITIL online training?

This training should take you approximately three hours to complete. However, it is important to keep in mind that you can go through the lessons at your own pace. Whether you want to complete the entire course in one day or you would prefer to tackle a few lessons at a time, you have the flexibility to complete this ITIL foundation online training however it works best for you.

How difficult is the ITIL certification course?

This course has been specifically designed for beginners. With a low level of difficulty, Cybrary has developed an effective ITIL foundation certification training that can successfully be completed by those who are new to the IT industry.

How can I know this is the best ITIL training for me?

If you are looking for an ITIL tutorial for beginners that you can complete at your own pace and won’t cost you an arm and a leg, you have come to the right place. Cybrary offers free ITIL training that can be completed online. Whether you are in school, working full-time, or simply looking to pick up some new skills, this option is both convenient and affordable.

You also need to keep your career goals in mind when selecting an ITIL foundation certification course. This training is necessary if you have an interest in managing the IT services for any type of business. Additionally, this course can lead the way into further certifications as well, if you have an interest in expanding your skill set even more.

How many CEU/CPE credits can I earn with this course?

This ITIL free course from Cybrary can qualify you to receive 3 CEU/CPE hours, if you are interested in earning professional credits.

How do I earn the official ITIL training certification?

At the conclusion of your free ITIL foundation training, you must take one exam in order to earn the official certification. The exam consists of 40 questions, and you need to score at least 65 percent to pass. The exam can be taken at any Pearson VUE and Prometric testing center around the globe.

ITIL® Practitioner Training Course Overview

Gain the foundational knowledge and skills for building an effective IT organization that supports and complements ITIL best practices in this ITIL Practitioner training course. This two-day course will provide you with the foundational knowledge needed to pass the ITIL Practitioner certification exam, and three credits towards your ITIL Expert certification.

You Will Learn How To

• Prepare for and pass the ITIL Practitioner certification exam
• Utilize the nine Guiding Principles and the CSI approach to manage ITIL improvements
• Enable improvements with metrics, measurements, and communication
• Leverage organizational change management

Important Course Information

Requirements

• Must hold the ITIL Foundation Certificate (see, Achieving ITIL^® Foundation Certification)

Recommended Experience

• Basic IT literacy and around two years of IT experience

Course Preparation

• Before your event, you will be sent the ITIL Practitioner Guidance and a Pre-Course Study Guide which will detail the required work that needs to be done before class attendance, including 15 hours of personal study.
• It is strongly recommended that you complete all the pre-course reading to improve your chance of successfully passing the exam.
• Failure to complete the pre-reading may not only harm your success of passing the exam, but you may also find difficulty in completing the assignments, taking part in class discussions, and following the course material.

Exam Information

• The ITIL Practitioner exam can be taken on the last day of the course (in-class), or any time after the course is completed via an online proctored exam with PeopleCert.
• Achieving the ITIL Practitioner certificate provides three credits toward your ITIL Expert certification

All-Inclusive — ITIL Exam Success Package, After-Course Coaching, Exam Fee

• • Learning Tree is with you from the beginning of your planning until you pass your certification exams with Unlimited FREE Exam and Course retakes for a year, plus coaching with your instructor to help you prepare for your exam or answer real-world ITIL implementation challenges. In fact, successful ITIL implementation often relies on key internal sponsors to ensure the required culture change occurs after ITIL training, so your instructor can help identify important next steps.
  • ITIL course attendees that would like to retake their ITIL course or exam must do so within 12 months of the original course date and will not be charged for their retake. If an attendee fails an exam and then two retakes, the attendee must re-attend the course before taking the exam again.

Course Outline

• Introduction to ITIL Practitioner
• A structured implementation approach
• Key elements of ITIL Practitioner and how they work together
• Tailoring ITIL for projects of varying size
• Outlining the key principles
• Guiding Principles and CSI Approach

Identifying key concepts

• Applying the “Adopt and Adapt” approach when using ITIL guidance in a given context
• Analyzing the importance of each element of a service: value, customer, outcome, cost, risk

Applying the Guiding Principles

• Focus on value
• Design for experience
• Start where you are
• Work holistically
• Progress iteratively
• Observe directly
• Be transparent
• Collaborate
• Keep it simple

Executing the CSI Approach

• Recognizing the main benefits of adopting the approach
• Breaking down the CSI approach including the outputs
• Applying CSI tools and techniques to a given context
• Metrics and Measurement To Enable CSI

Defining and determining CSFs and KPIs

• Taking a hierarchical approach: vision to measurement, balanced scorecard, organizational cascade
• Analyzing and balancing between key measurement categories
• Improving the value of reporting

Building a Current State Assessment Plan

• Determining goal, scope, and assessment criteria
• Establishing required outputs and skills

• Enabling CSI Through Effective Communication

Fostering Effective Communication

• Recognizing the value, importance, and benefits
• Defining key communication principles: two-way process, constant communication, timing and frequency, no single best method, message is in the medium

Implementing Communication Tools and Techniques

• Comparing and contrasting the different tools
• Utilizing to support improvement

• Organizational Change Management To Support CSI

Defining Purpose, Value, and Challenges

• Role and impact of OCM
• OCM activities: sense of urgency, manage stakeholders and sponsors, analyze training needs, dealing with resistance to change, reinforcement to embed the change

Identifying Tools and Techniques to support improvement

• Sponsor diagram
• Stakeholder worksheet
• Stakeholder map
• RACI matrix
• Putting ITIL Practitioner into Practice

Applying key concepts

• CSI approach, metrics and measurements
• Communication and OCM

Exam Preparation

• Practicing with test questions and mock papers
• Further review of examination case study
• Completing the necessary paperwork

ITIL® Intermediate Training Course Overview

The Service Capability modules are most applicable to those who are looking to gain specialized, knowledge in one or more processes, with focus on the day-to-day execution of ITIL practices and how they interact.

The Service Capability modules are:

• Operational Support and Analysis (OSA)
• Planning, Protection and Optimization (PPO)
• Release, Control and Validation (RCV)
• Service Offerings and Agreements (SOA).

ITIL Intermediate Module - Operational Support and Analysis

The Operational Support and Analysis (OSA) module is one of the certifications in the ITIL^® Service Capability work stream. The module focuses on the practical application of OSA practices in order to enable event, incident, request, problem, access, technical, IT operations and application management.

The content of the course is based mainly on the best practice guidance contained in the ITIL Service Operation publication.

The OSA course can teach organizations and individuals how to manage the everyday operation of IT services and gain a better understanding of how to implement the ITIL processes that will enable them to deliver and support services to customers.

It also covers issues relating to the people, relationships, procedures and infrastructure technology required to ensure that the organization or programme can provide the high quality and cost-effective IT services that are required to meet organizational needs.

ITIL Credit System

Under the ITIL Credit System, you must earn a number of credits from each ITIL certification to progress to the next level within the ITIL scheme.

The OSA module is worth four credits towards the minimum of 17 required to progress to the Managing Across the Lifecycle module, which is the final step before the ITIL Expert Level.

See the ITIL Credit System page for more information.

The Operational Support and Analysis qualification would suit candidates in the following IT professions or areas:

• Configuration Manager
• Availability Manager
• System Software
• Applications Support
• IT Operations Manager
• Network Control and Operation
• Database Administrator
• Problem Manager
• Network Support

This list is a guide only, and choices will depend on the candidate's individual career goals and objectives. To learn more about roles in IT service management (ITSM) and the skills they require, see our Career Path tool.

ITIL Intermediate Navigator tool

To find out what other ITIL Intermediate modules could complement this certification and teach skills relevant to these job roles, use our ITIL Intermediate Navigator tool.

Operational Support and Analysis Examination

The exam format is as follows:

• Multiple choice examination questions
• Eight questions per paper
• 28 marks required to pass (out of 40 available) - 70%
• 90 minutes’ duration
• Closed book.

ITIL Intermediate Module - Planning, Protection and Optimization

The Planning, Protection and Optimization (PPO) module is one of the certifications in the ITIL^® Service Capability work stream. The module focuses on the practical application of PPO practices in order enable capacity, availability, IT service continuity, information security and demand management.

The content of the course is based mainly on the best practice guidance contained in the ITIL Service Design publication.

The PPO course is designed to develop organizations’ and individuals’ understanding of the ITIL Service Design processes. It can help ensure that new and updated services, service management systems and tools, technology architecture, processes and measurement systems, methods and metrics are designed to meet user needs and will require little further change once introduced.

ITIL Credit System

Under the ITIL Credit System, you must earn a number of credits from each ITIL certification to progress to the next level within the ITIL scheme.

The PPO module is worth four credits towards the minimum of 17 required to progress to the Managing Across the Lifecycle module, which is the final step before the ITIL Expert Level.

Credits obtained from the PPO qualification may not be combined with the credits obtained from the IPPI Practitioner module towards an ITIL Expert Level application due to the high level of content overlap. See the ITIL Credit System page for more information.

The Planning, Protection and Optimization qualification would suit candidates in the following IT professions or areas:

• Capacity Manager
• Availability Manager
• Change Manager
• Security Administrator
• Applications Support
• IT Operations Manager
• Network Control and Operation
• Network Support
• Business Continuity Manager
• Security Manager
• Service Portfolio Manager
• Supplier Relationship Manager.

This information is a guide only, and choices will depend on the candidate's individual career goals and objectives. To learn more about roles in IT service management (ITSM) and the skills they require, see our Career Path tool.

ITIL Intermediate Navigator tool

To find out what other ITIL Intermediate modules could complement this certification and teach skills relevant to these job roles, use our ITIL Intermediate Navigator tool.

Planning, Protection and Optimization Examination

The exam format is as follows:

• Multiple choice examination questions
• Eight questions per paper
• 28 marks required to pass (out of 40 available) - 70%
• 90 minutes’ duration
• Closed book.

ITIL Intermediate Module - Release, Control and Validation

The Release, Control and Validation (RCV) module is one of the qualifications in the ITIL^® Service Capability work stream. The module focuses on the practical application of RCV practices in order to enable the successful planning, testing and implementation of new services that meet the organization’s or users’ needs.

The content of the course is based mainly on the best practice guidance contained in the ITIL Service Transition publication.

The RCV course is designed to develop organizations’ or individuals’ understanding of the ITIL Service Transition processes. It can ensure transitional changes are effectively managed, new services are validated and tested and that release and deployment fulfil organizational requirements. RCV also provides guidance on evaluating change and managing knowledge to improve decision-making processes.

ITIL Credit System

Under the ITIL Credit System, you must earn a number of credits from each ITIL qualification to progress to the next level within the ITIL scheme.

The RCV module is worth four credits towards the minimum of 17 required to progress to the Managing Across the Lifecycle module, which is the final step before the ITIL Expert Level.

Credits obtained from the RCV qualification may not be combined with the credits obtained from the IPRC or CCR Practitioner modules towards an ITIL Expert Level application due to the high level of content overlap. See the ITIL Credit System page for more information.

The Release, Control and Validation qualification would suit candidates in the following IT professions and areas:

• Release Manager
• Security Administrator
• IT Operations Manager
• Database Administrator
• Security Manager.

This list is a guide only, and choices will depend on the candidate's individual career goals and objectives. To learn more about roles in IT service management (ITSM) and the skills they require, see our Career Path tool.

ITIL Intermediate Navigator tool

To find out what other ITIL Intermediate modules could complement this qualification and teach skills relevant to these job roles, use our ITIL Intermediate Navigator tool.

Release, Control and Validation Examination

The exam format is as follows:

• Multiple choice examination questions
• Eight questions per paper
• 28 marks required to pass (out of 40 available) - 70%
• 90 minutes’ duration
• Closed book.

ITIL Intermediate Module - Service Offerings and Agreements

The Service Offerings and Agreements (SOA) module is one of the certifications in the ITIL^® Service Capability work stream. The module focuses on the practical application of SOA practices in order to enable portfolio, service level, service catalogue, demand, supplier and financial management.

The content of the course is based mainly on the best practice guidance contained in the ITIL Service Strategy and ITIL Service Design publications.

The SOA course is designed to help organizations and individuals understand how the five stages of the ITIL lifecycle (service strategy, service design, service transition, service operation and continual service improvement) can offer value to organizations and projects. It also provides guidance on how service offerings can be developed to support both business and user needs.

ITIL Credit System

Under the ITIL Credit System, you must earn a number of credits from each ITIL qualification to progress to the next level within the ITIL scheme.

The SOA module is worth four credits towards the minimum of 17 required to progress to the Managing Across the Lifecycle module, which is the final step before the ITIL Expert Level.

Credits obtained from the SOA qualification may not be combined with the credits obtained from the IPAD Practitioner module towards an ITIL Expert Level application due to the high level of content overlap. See the ITIL Credit System page for more information.

The Service Offerings and Agreements certification would suit candidates in the following IT professions or areas:

• IT Management
• IT Finance Manager
• Capacity Manager
• Availability Manager
• Service Level Manager
• Business Continuity Manager
• Service Portfolio Manager
• Supplier Relationship Manager.

This list is a guide only, and choices will depend on the candidate's individual career goals and objectives. To learn more about roles in IT service management (ITSM) and the skills they require, see our Career Path tool.

ITIL Intermediate Navigator tool

To find out what other ITIL Intermediate modules could complement this certification and teach skills relevant to these job roles, use our ITIL Intermediate Navigator tool.

Service Offerings and Agreements Examination

The exam format is as follows:

• Multiple choice examination questions
• Eight questions per paper
• 28 marks required to pass (out of 40 available) - 70%
• 90 minutes’ duration
• Closed book.

ITIL^® Expert Certification - IT Service Management

About ITIL Expert

The ITIL^® Expert level certification can benefit you in both your personal and professional development, by helping you to advance your career and progress within the IT service management field.

It is aimed at those who wish to demonstrate knowledge of the ITIL scheme in its entirety and the certificate is awarded to candidates who have already attained a range of ITIL certifications and have a well-rounded knowledge and skills base in ITIL best practices.

You also need to achieve the ITIL Expert certificate if you want to achieve the ITIL Master level, which is the highest and final certification within the ITIL scheme.

Route to ITIL Expert certification

There are many possible combinations of modules from the ITIL framework available to those wishing to attain the ITIL Expert certificate, but there are some key requirements:

• All candidates must hold the ITIL Foundation certificate or a Bridge certification equivalent
• Candidates must have earned a minimum total of 17 credits from the Foundationand Intermediate modules.
• Some credits from earlier qualificationsand complementary certifications can also count towards these 17 credits. See the ITIL Credit System page for more information.
• The Managing Across the Lifecycle (MALC) module must then be taken and passed to achieve a total of 22 credits, which is the minimum required for the ITIL Expert certificate.

Once you have successfully completed all ITIL modules required and have earned sufficient credits, you will have achieved a balanced knowledge across the full ITIL service lifecycle and can be awarded the ITIL Expert certificate.

While candidates can earn 17 credits through various learning paths leveraging any combination of the Foundation and Intermediate courses, the experience of trainers worldwide has shown that students wishing to pursue the Managing Across the Lifecycle (MALC) module benefit from taking the Continual Service Improvement and Service Strategy modules from the ITIL Intermediate certification scheme as part of their learning path.

Candidates who hold the earlier Service Manager or Practitioner qualifications can use these certificates towards the ITIL Expert certificate. See the earlier certifications section for more information.

MALC Exam

The MALC module sits between the Intermediate and Expert certifications and is the final required certification gaining Expert status. It is intended to help you apply and integrate your knowledge of ITIL in real-world settings and in your own workplace.

MALC Examination Format

• Multiple choice examination questions
• 10 questions per paper
• 35 marks required to pass (out of 50 available) - 70%
• 120 minutes’ duration
• Closed book.