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  • Durée: 3 jours
  • Prix régulier: CA$1,755.00
  • Prix préférentiel: CA$1,500.00

ITIL® 2011 Foundation with exams

The ITIL® Foundation course is the entry level course for certefication in IT Service Management (ITSM). This course covers the latest version (2011) of ITIL® . It is presented from the perspective of managing IT services through their lifecycle from conception through implementation and finally retirementusing the five core AXELOS publications: Service Strategy (SS), Service Design (SD), Service Transition (ST), Service Operations (SO) and Continual Service Improvement (CSI). It promotes alignment with the business as well as the improvement of operational efficiency.

This course is delivered in a classroom setting using a case study and exercises that are designed to enhance the candidates understanding of ITIL®. Students who have attended this course, and have done some self study, are suitably prepared to take the associated ITIL® Foundation test. The ITIL® Foundation certificate is a requirement for attending any of the ITIL® intermediate level courses available in this track.

The ITIL® The ITIL® Foundation certificate in IT Service Management certifies that the candidate has gained knowledge of the ITIL® terminology, structure and basic concepts and has comprehended the core principles of ITIL® practices for IT Service Management Foundation certificate in IT Service Management certifies that the candidate has gained knowledge of the ITIL® terminology, structure and basic concepts and has comprehended the core principles of ITIL® practices for IT Service Management. The ITIL® Foundation certificate in IT Service Management is not intended to enable the holders of the certificate to apply the ITIL® practices for service management without further guidance.

Course and Learning Objectives

Upon successful completion of the education and examination components, related to this certification, Candidates can expect to:
  • Comprehend the principles and concepts of IT Service Management as a practice.
  • Comprehend the ITIL® Service Lifecycle and its purpose.
  • Be aware of the generic concepts and definitions used in ITIL®
  • Comprehend the key principles and models
  • Be aware of the processes and their role within the lifecycle concept:
  • Be aware of the main functions within an IT organization
  • Be aware of the roles as defined within ITIL®
  • Be aware of the importance of technology and architecture to IT Servide Management
  • Be aware of the need for training and the development of competences.
  • Understand the best practices of implementing ITIL® within an organization.
  • Be prepared to take the ITIL® Foundation Certification exam
Delivery Method

This course may be delivered as part of our public class schedule at one of our facilities, as an onsite private class at your facility, or through our virtual classroom. Customization provides the opportunity to design a tailored training program that supports the organization most effectively while still getting the benefits of Technical & Industry Best Practices training. Our training experts will work closely with you to develop a training program based on your organization’s needs. To inquire about fees and delivery options please visit our website at: www.quintgroup.com

Course Approach

Participants will learn the principles and core elements of the service lifecycle approach to IT Service Management according to ITIL®. An interactive approach is used combining lecture, discussion and case study experience to prepare participants for the ITIL® Foundation certification exam as well as providing valuable practical knowledge that can be rapidly applied in the workplace. The case study deepens the participant’s appreciation of how ITIL® best practices can be applied in order to improve IT performance.

Course Student Material

Students will receive a ITIL® Foundation classroom workbook containing all of the presentation materials, course notes, case study and sample exams.

Concepts Covered.

1. Introduction

  • Introduction/Housekeeping
  • Introduction to generic concepts and definitions
  • IT as a Service
  • Introduction to processes and process management
  • The Service Lifecycle approach

2. Service Strategy

  • Purpose, goal, objectives & Scope
  • Value Creation through Services
  • Utility and Warranty
  • Assets – Resources and Capabilities
  • Service Strategy – Main activities
  • Service Strategy processes
  • Service Portfolio management
  • Demand management
  • Financial management
  • Business Relationship Management

3. Service Design

  • Purpose, goal, objectives & Scope
  • Competences, skills and training
  • Roles in Process management
  • The Service Portfolio and the Service Catalog
  • Service Design processes
  • Design Coordination
  • Service Design aspects and the 4 P’s
  • Technology and Architecture
  • Service Level Management
  • Service Catalog Management
  • Capacity Management
  • Availability Management
  • IT Service Continuity Management
  • Information Security Management
  • Supplier management

4. Service Transition

  • Purpose, goal, objectives & Scope
  • Service Transition value to the business
  • Technology and architecture
  • Service Transition Processes
  • Change Management and the 7 R’s
  • Service Asset and Configuration Management
  • Transition planning and support
  • Release and Deployment Management
  • Knowledge Management

5. Service Operation

  • Purpose, goal, objectives & Scope
  • Service Operation definitions
  • Service Operation functions
  • The Service Desk
  • Technical Management
  • Application Management
  • IT Operations Management
  • Service Operations Processes
  • Event Management
  • Incident Management
  • Request Fulfillment
  • Problem Management
  • Access Management

6. Continual Service Improvement

  • The Service Lifecycle
  • Purpose, goal, objectives & Scope
  • The CSI Register
  • Models and Processes
  • The seven step Improvement Process
  • The Deming Cycle and the DIKW model
  • Measurements, KPI’s and metrics
  • Continual Service Improvement activities
  • Roles in CSI
  • Continual Service Improvement interfaces
  • Interface with Service Level Management
  • Risk management

7. Examen Preparation

  • Home study
  • Sample Exams and classroom feedback
  • Recaps and discussions

Languages

These sessions are offered in English or in French.

Legal notesThe ITIL® courses on this page are offered by ES3I, Affiliate of Quint Wellington Redwood, which is an ATO of AXELOS Limited. ITIL® is a registered trade mark of AXELOS Limited. All rights reserved.
About Quint

Quint Wellington Redwood is a leading global independent boutique consulting firm dedicated to resolving IT-related organizational challenges. Operating in more than 49 countries and across four continents, Quint provides sourcing advisory, benchmarking, IT governance, IT service management, lean IT and architecture & security services to leading organizations from all industries, creating and implementing best practices worldwide. Quint was founded to help organizations get more out of IT; not by adding more or new technology, but simply by managing IT better. In its mission of “Dare to Challenge” Quint challenges itself and its clients to implement changes that deliver true results, outperform the competition and create a measurable return on investment. Quint’s vision is to reinvent not only its clients’ organizations, but also the consulting and education industry themselves. Quint provides solution providers and end-user organizations with the latest and best solutions in training and in courseware. Every year over 17,000 individuals choose Quint to fulfill their education needs. Our experienced instructors are recognized as thought leaders and for their outstanding teaching skills. Every Quint instructor has achieved the highest certification in their field of expertise and has undergone a rigorous internal certification before teaching a course. With our global reach you can be assured that, regardless of location, you will be receiving a consistent world-class education tailored to meet your needs.

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