OverviewTo operate IT as a business-within-a-business, IT Staff must understand how to define business value in service terms and justify service costs using proven accounting principles. In addition, IT Staff must be able to define their activities in process terms and become skilled at optimizing process performance in line with business needs. ITIL Foundations is a value-packed course that introduces students to these concepts and more. Students will be introduced to the core ITIL processes, the ITIL common language, and the ITIL framework that ties it all together. They will learn how to define value in terms of services and to use services to overcome many of the silo based problems IT faces today. Further, this course adds coverage of the critical communication skills that process managers need in order to be successful in modern enterprise environments. Students will leave this course prepared to identify opportunities for immediate improvement that can be accomplished by individuals or small groups, and they will be prepared to operate within larger process improvement projects. This course includes the ITIL Foundation Certification Exam. IT Service Management Foundations: ITIL® Study GuideMany times students leave courses well motivated and eager to implement changes only to find that they can't quite remember specific details critical to success. To meet this challenge, Ron B Palmer, has created a comprehensive value-packed book that provides students all the guidance needed to pass the Foundations Exam. Ron's book also provides students with additional knowledge that leads to real world implementation success. Students in Ron's courses receive a copy of his book to serve as an implementation reference and a continuing education resource. Course ScheduleThe ITIL Foundations course is conducted over three days, and structured as follows. A continental breakfast is served daily from 8:30 AM to 9:00 AM and afternoon snack at 3:00 PM. DAYS | TIMES | TOPICS | SECTIONS | | DAY 1 | Between:
9:00 AM
&
5:30 PM
| Introduction to ITSM
Introduction to ITIL
Service Support
| Introductions
IT Service Management Concepts
IT Infrastructure Library
Service Desk
- Lunch -
Incident Management
Problem Management
Change Management
Release Management | | DAY 2 | Between:
9:00 AM
&
5:30 PM
| Service Delivery | Configuration Management
Service Level Management
Financial Management for IT Services
- Lunch -
Capacity Management
Availability Management
IT Service Continuity Management | | DAY 3 | Between:
9:00 AM
&
4:00 PM
| Security Management
Review
Exam
| IT Security Management
Q & A Session (Game Show Challenge)
Wrap Up and Review Of Sample Exams Session
- Lunch -
Exam Preparation
ITIL® Version 2 Foundation Certification Exam, if selected |
PrerequisitesThis course has no prerequisites. However students should have working experience with technology or technology management in a business or nonprofit organization. StructureThis course combines lectures with exercises designed to drive home key concepts. Most sections end with a quiz. The course ends with an interactive question-and-answer exercise in the form of a popular TV game show. In this activity, students will be divided into groups to compete with one another to answer questions from the lectures. The competition enhances the learning experience, and provides bragging rights for the groups. Intended AudienceThe intended audience for this course is anyone involved in implementing, administering, or managing technology assets for a business or nonprofit organization. Business managers tasked with managing the provisioning of IT services should take this course, regardless of technology experience. Specifically: - IT support and technical staff
- Help desk and operations staff
- Help desk and IT managers
- Change managers
- Configuration managers
- Relationship managers
- IT customer and end-user representatives
- Business owners of IT
|  |
[Buy Now] |   Quotes from Industry Leaders about Ron's Book"Probably the best summary of the key ITIL concepts and guidance available from any source, this book is designed to help students rapidly get to the heart of the crucial messages needed to pass the ITIL examinations. It is an excellent management overview of the core material." Brian Johnson
Member of the original "CCTA ITIL team"
Contributor to more than fifteen volumes of best practice in the ITIL space “In 2006, Siemens trained 300+ internal consultants and staff using Ron’s book, IT Service Management Foundations: ITIL Study Guide and will be training an additional 300 Siemens’ professionals in 2007 using the book. Ron’s study guide is a core component of our ITIL e-Foundations courses and ITIL Foundations competency and certification program. It not only prepares students for the exam, it makes ITIL easily understandable and fixes ITIL’s business value firmly in the reader’s mind. I recommend IT Service management Foundations: ITIL Study Guide by Ron Palmer to everyone that wants a straight forward but deep dive into the often confusing reference material contained in the IT Infrastructure Library.” Margo Fullilove
Corporate Quality & Continuous Improvement
ITIL/ITSM Alignment Program Manager
Siemens Business Services, Inc. "An Excellent Read on ITIL Foundations"
"Ron Palmer has done an excellent job of not only telling you what ITIL is and how it works at a fundamental level, he weaves in his own extensive experience and perspectives to challenge the reader's thinking. He has also brought in the knowledge and expertise of an organizational communications consultant, bringing a non-IT style perspective to the content. In addition, the author provides detailed study guide questions at the end of each chapter, with a cross-referenced answer key at the end of the book." Christopher Byrne, CISA, IBM CAAD/CASA
The Cayuga Group, LLC
An Advanced IBM Business Partner
"This is the most ‘experience tempered’ presentation of IT Service Management fundamentals that I’ve read and I have read several over the years. I picked this book up anticipating yet another rehash of ITIL. Five minutes into the first chapter, I knew this book was different." Steve Janssen
ITIL Service Manager, Service Quality Consultant
Plexant |
