ITIL® Foundation with Certification Exam

ITIL Foundation with Certification Exam Course Description

Duration: 3.00 days (24 hours)

The IT Infrastructure Library® (ITIL®) Foundation certification training course from NetCom Learning provides an insight into the fundamentals of the globally adopted framework for IT Service Management. The ITIL Foundation courses focus on basic concepts of the ITIL Service Lifecycle and how it influences IT Service Management across private and public organizations.

Conducted via ITIL® Foundation training online and instructor-led media, the course delivers an introduction to the five core elements of IT Service Management processes. The candidates learn about aligning IT goals with business objectives, along with improving the overall quality of operation and reducing operational costs.

Learners are provided with real-world projects, assessments, and presentations to prepare competently for their ITIL Foundation certification exam. The program explains the key concepts and principles of the ITIL Service Management model, providing comprehensive coverage of the knowledge required for this entry-level qualification.

NetCom is an Accredited Training Affiliate in partnership with ITPreneurs.

Learning Modalities
- Instructor-led Classroom Training
- Online Training
- Corporate Training
- Onsite Training
- One-on-One Training

Course Preparation
- You will receive a course study book including case studies and sample exam questions
- You should acquire and read the ITIL Service Design core publication, which you should read as part of personal study
- Review your ITIL Foundation course materials

What's Included
- Facilitated Training
- Books
- Voucher

Exam Name
- ITIL Foundation Certificate Exam

Certification
- ITIL Foundation Certificate

Exam Information
The ITIL Foundation exam can be taken in any of the following three ways:
- On the last day of the course, in-class exam
- In the comfort of your home and at any time, after the course completion via PeopleCert (online)
- At your convenience, at an eligible testing center

Exam Format
- Multiple choice examination questions
- Number of Questions: 40
- Pass Score: 26/40 or 65%
- Exam Duration: 60 minutes
- Open/Closed Book: Closed Book

Credits
- Upon successfully achieving the ITIL Foundation certificate, the participants earn two credits toward their ITIL Expert certification

ITIL® is a (registered) Trade Mark of AXELOS Limited. All rights reserved. IT Infrastructure Library® is a (registered) Trade Mark of AXELOS Limited. All rights reserved. The Swirl logo™ is a (registered) Trade Mark of AXELOS Limited. The ITIL Accredited Training Organization logo is a Trade Mark of AXELOS Limited

Next Class Dates

May 8, 2017 – May 10, 2017
9:00 AM – 5:00 PM CT
Jun 26, 2017 – Jun 28, 2017
9:00 AM – 5:00 PM ET
Aug 21, 2017 – Aug 23, 2017
9:00 AM – 5:00 PM CT
Oct 16, 2017 – Oct 18, 2017
9:00 AM – 5:00 PM ET

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Contact us to customize this class with your own dates, times and location. You can also call 1-888-563-8266 or chat live with a Learning Consultant.

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Intended Audience for this ITIL Foundation with Certification Exam Course

  • » IT Consultants
  • » IT Managers
  • » IT Support Teams
  • » Process Owners
  • » Service Delivery Professionals
  • » Quality Analysts
  • » System Administrators / Analysts
  • » Database Administrators
  • » Development Team / Application Management Team
  • » Senior Operational and Technical Staff
  • » IT professionals looking to understand and leverage ITIL concepts, as well as understand the differences from previous ITIL® versions

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Course Prerequisites for ITIL Foundation with Certification Exam

  • » Basic understanding of IT environment
  • » Basic working experience in IT Services is recommended
  • » ITIL awareness is preferred, not mandatory

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ITIL Foundation with Certification Exam Course Objectives

  • » Understand the ITIL Framework, Service Management best practices, process components, key principles, terminologies, and goals
  • » Understand the objectives and purpose of core elements of Service Design, Service Strategy, Service Operations, Service Transition, and Continual Service Improvement
  • » Understand how to apply lean principles and enhance efficiency of ITSM processes
  • » Learn about using different ITIL techniques and tools
  • » Learn to optimize business operations by leveraging ITIL concepts

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ITIL Foundation with Certification Exam Course Outline

      1. Service management as a practice
        1. Describe the concept of best practices in the public domain
        2. Describe and explain why ITIL is successful
        3. Define and explain the concept of a service
        4. Define and explain the concept of internal and external customers
        5. Define and explain the concept of internal and external services
        6. Define and explain the concept of service management
        7. Define and explain the concept of IT service management
        8. Define and explain the concept of stakeholders in service management
        9. Define processes and functions
        10. Explain the process model and the characteristics of processes
      2. The ITIL service lifecycle
        1. Describe the structure of the ITIL service lifecycle
        2. Account for the purpose, objectives and scope of service strategy
        3. Briefly explain what value service strategy provides to the business
        4. Account for the purpose, objectives and scope of service design
        5. Briefly explain what value service design provides to the business
        6. Account for the purpose, objectives and scope of service transition
        7. Briefly explain what value service transition provides to the business
        8. Account for the purpose, objectives and scope of service operation
        9. Briefly explain what value service operation provides to the business
        10. Account for the main purpose, objectives and scope of continual service improvement
        11. Briefly explain what value continual service improvement provides to the business
      3. Generic concepts and definitions
        1. Utility and warranty
        2. Assets, resources and capabilities
        3. Service portfolio
        4. Service catalogue (both two-view and three-view types)
        5. Governance
        6. Business case
        7. Risk management
        8. Service provider
        9. Supplier
        10. Service level agreement (SLA)
        11. Operational level agreement (OLA)
        12. Underpinning contract
        13. Availability
        14. Service knowledge management system (SKMS)
        15. Configuration item (CI)
        16. Configuration management system
        17. Definitive media library (DML)
        18. Change
        19. Change types (standard, emergency and normal)
        20. Event
        21. Alert
        22. Incident
        23. Impact, urgency and priority
        24. Service request
        25. Problem
        26. Workaround
        27. Known error
        28. Known error database (KEDB)
        29. The role of communication in service operation
        30. Release policy
        31. Types of services
        32. Change proposals
        33. CSI register
        34. Outcomes
        35. Patterns of business activity
        36. Customers and users
        37. The Deming Cycle (plan, do, check, act)
      4. Key principles and models
        1. Service Strategy
        2. Service Design
        3. Continual service Improvement
      5. Processes
        1. Service Strategy
        2. Service Design
        3. Service Transition
        4. Service Operation
        5. Continual Service Improvement
      6. Functions
        1. Explain the role, objectives and organizational structures for
        2. State the role and objectives
      7. Roles
        1. Account for the role and the responsibilities of the: Process owner, Process manager, Process practitioner, Service owner
        2. Recognize the responsible, accountable, consulted, informed (RACI)responsibility model and explain its role in determining organizational structure.
      8. Technology and architecture
        1. Understand how service automation assists with expediting service management processes

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This training prepares students for the following exam(s):

  • » ITIL FNDN Exam PU Voucher : ITIL Foundation exam taken at home, with online proctor
  • » ITIL FNDN Exam Onsite Voucher : ITIL Foundation exam proctored by NetCom for private sessions only
  • » ITIL FNDN Exam VUE Voucher : ITIL Foundation exam taken at a local VUE test center

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Do you have the right background for ITIL Foundation with Certification Exam?

Skills Assessment

We ensure your success by asking all students to take a FREE Skill Assessment test. These short, instructor-written tests are an objective measure of your current skills that help us determine whether or not you will be able to meet your goals by attending this course at your current skill level. If we determine that you need additional preparation or training in order to gain the most value from this course, we will recommend cost-effective solutions that you can use to get ready for the course.

Our required skill-assessments ensure that:

  1. All students in the class are at a comparable skill level, so the class can run smoothly without beginners slowing down the class for everyone else.
  2. NetCom students enjoy one of the industry's highest success rates, and pass rates when a certification exam is involved.
  3. We stay committed to providing you real value. Again, your success is paramount; we will register you only if you have the skills to succeed.
This assessment is for your benefit and best taken without any preparation or reference materials, so your skills can be objectively measured.

Take your FREE Skill Assessment test »

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Award winning, world-class Instructors

Donna H.
- High-skilled trainer and speaker. Delivered presentations in Dubai, Tokyo, London, New York, and China.
- ITIL V3 Expert, teaching ITIL courses since 2005. More than 99% of her students have passed their ITIL Certification exams.
- Process Improvement Expert with more than 15 years of experience in the Support Center industry as a practitioner, consultant and certified trainer.

Bio:

Donna is an expert in project management and Process Improvement. Her amazing presentation skills have taken her around the world, giving arrangements in Dubai, Tokyo, London, New York and China to name a few. "The Donna", as she is known in the industry, has more than 15 years of experience in the Support Center industry as a practitioner, consultant and certified trainer.

Donna holds ITIL V3 Expert Certification and offers training and consulting services through NetCom Learning on Process Improvement framework as well as the ITIL practitioner level suite of Lifecycle and Capability Stream certification courses. She began presenting ITIL classes in 2005, and 99% of her students have passed their ITIL Certification exams. Along with ITIL courses, she promotes best practices in the support center industry, focusing on customer service skills training, individual and support center certification, training and consulting, and process infrastructure improvement.
Michael G.
- Over 22 years of professional experience in the IT field, including more than a decade as a Certified Trainer.
- An expert in Cisco's Routing, Switching, Security, Voice and Wireless areas, as well as select Microsoft, Novell, CompTIA, Sun and CWNP courses.
- High-skilled and acclaimed instructor. Has trained over 900 students at Netcom Learning.

Bio:

Michael has over 22 years of professional experience in the IT field, including more than a decade as a Certified Trainer. An expert in Cisco's Routing, Switching, Security, Voice and Wireless areas, Michael also teaches select Microsoft, Novell, CompTIA, Sun and CWNP courses.

Michael's dedication and passion for teaching is unmatched. He has trained over 900 students at Netcom Learning since 2006 and his evaluation scores average 8.7 out of 9.

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Recent Client Testimonials & Reviews

The virtual class made it very convenient to attend. The instructor is amazing. Never once did he ever seem like he was bored which is difficult to do when you are talking into the air for 3 days.

- Carl R.

Course(s) Taken

» ITIL Foundation with Certification Exam

Overall it''s been a good experience. The instructors are knowledgeable and the course content is appropriate.
-James M.
Course(s) Taken

» ITIL Foundation with Certification Exam

Easy to setup a course and the courses are always taught by experts.

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» ITIL Foundation with Certification Exam

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