ITIL2011 Foundation Certification (Includes exam, West Coast – PST)

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Course starts at 8:00am PST / 9:00am MST


About this Course 

ITIL® is a set of best practices guidance that has become a worldwide-adopted framework for Information Technology Services Management (ITSM) by many Public & Private Organizations.  Since early 1990, ITIL® has been evolving from focusing on Functions and Processes under versions 1 and 2 to focusing on the Full Service Lifecycle Management under current version.  ITIL Foundation Certification is the entry level qualification which offers you a general awareness of the key elements, concepts and terminology used in the ITIL service lifecycle.


Duration: 3 days instructor led

Version: 2011

Credits towards Expert Certification: 2

PDU’s: 21

Course Material: Accredited Course Manual, Exam prep Questions and Answers

This exam-preparatory course provides comprehensive coverage of foundation concepts of ITIL®.  Through lectures and practice exam questions participants explore the concepts of good practice in IT Service Management based on the ITIL® Edition 2011 Framework.

This three (3) days classroom training course with examination, held at 4pm on the final day of training, is accredited by both LCS examination institute. The format of the examination for this program consists of a closed book paper of 40 questions, to be answered within 60 minutes. (Candidates sitting the examination in English and those who do not have English as their first language will be allowed additional 15 minutes to allow use of a dictionary). The pass mark will be 65% or more 26 or more correct answers.


Delivery Method

  • Instructor led Classroom environment
  • Virtual Web-based
  • In addition to the existing benefits of aligning IT goals and objectives with the business, improving quality and reducing cost of operation; ITSM and ITIL® now emphasizes the following areas:
  • Assist in transforming IT Service Management onto a strategic business asset
    Assist in defining and managing the complete lifecycle of IT Service Management Process
    Provide guidance on the development of Services Strategy, the development of Service Design, the Transition of Services from current to desired state, the Implementation and the Continuous improvement of the those Services



  • IT professionals interested in understanding the content and concepts of the new ITIL®, as well as understand the differences with previous ITIL® versions.
  • Executives and key stakeholders
  • Process Owners and Managers
  • Senior technical and operational staff
  • IT professionals and Consultants
  • IT customers



  • General IT knowledge
  • Preferably ITIL® awareness
  • Students will complete at a minimum 18 hours of class time and no personal study is required.
  • Sample exam will be discussed in the classroom to prepare students for the real exam.
  • Course participants should follow our ATO accredited material and/or purchase the appropriate OGC publication to review and prepare for the exam; also the syllabus and the pertinent areas of the ITIL® Service Management Practice core guidance should be reviewed as well in preparation for the exam.


Course Outline

Overview of the drivers for ITIL®
Key differences between earlier version of ITIL® and current version of ITIL® What are the major changes?
New concepts, definitions and terminology
Key processes and functions


Introduction to IT Service Management 
The evolution of Service management
Definition of Service and Service Management
Service Management as best practice
The importance of adopting a service and continual improvement culture and approach
Interface to other framework and standards (i.e. ISO/IEC 20000)


The Service Lifecycle 
The purpose, objectives and scope of the five ITIL® service lifecycle stages
Objectives and business value
The main components (the new books) within the 5 stages in the lifecycle:

  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation
  • Continual Service Improvement


Generic concepts and definitions
The course will clarify and explain some of the key terminology and key concepts of service management. Specifically, the following key concepts:


  • Utility and warranty
  • Assets, resources and capabilities
  • Service portfolio
  • Service catalogue (both two-view and three-view types)
  • Governance
  • Business case
  • Risk management
  • Service provider
  • Supplier Service level agreement (SLA)
  • Operational level agreement (OLA)
  • Underpinning contract (UC)
  • Service design package
  • Availability
  • Service knowledge management system (SKMS)
  • Configuration item (CI) and Configuration management system
  • Definitive media library (DML)
  • Change and Change types (standard, emergency and normal); Change proposals
  • Event
  • Alert
  • Incident
  • Impact, urgency and priority
  • Service request
  • Problem
  • Workaround
  • Known error and Known error database (KEDB)
  • The role of communication in service operation
  • Release policy
  • Types of services
  • CSI register
  • Outcomes
  • Patterns of business activity
  • Customers and users
  • The Deming Cycle (plan, do, check, act)


Key principles and models
Service strategy
Value creation through services

Service design
Understand the importance of people, processes, products and partners for service management
Understand the five major aspects of service design
Service solutions for new or changed services
Management information systems and tools
Technology architectures and management architecture
The processes required
Measurement methods and metrics


Phases and Processes
Service strategy
Purpose, objectives, scope, basic concepts, process activities and interfaces for:

  • Service portfolio management
  • The service portfolio
  • Financial management for IT services
  • Business case
  • ·         Business relationship management

Service Design
Purpose, objectives, scope, basic concepts, process activities and interfaces for:

  • Service level management (SLM)

Service-based SLA
Multi-level SLAs
Service level requirements (SLRs)
SLA monitoring (SLAM) chart
Service review
Service improvement plan (SIP)
The relationship between SLM and BRM

  • Service catalogue management
  • Availability management
  • Service availability

Component availability
Vital business functions (VBF)
Information security management (ISM)
Information security policy
Supplier management
Supplier categories
Capacity management
Capacity plan
Business capacity management
Service capacity management
Component capacity management
IT service continuity management
Purpose of business impact analysis (BIA)
Risk assessment
Design coordination

Service transition
Purpose, objectives, scope, basic concepts, process activities and interfaces for:
Change management
Types of change request
Change models
Remediation planning
Change advisory board / emergency change advisory board
Lifecycle of a normal change
Release and deployment management
Four phases of release and deployment
Knowledge management
Data-to-Information-to-Knowledge-to-Wisdom (DIKW) & SKMS
Service asset and configuration management
Transition planning and support

Service operation
Purpose, objectives, scope, basic concepts, process activities and interfaces for:
Incident management
Problem management
Event management
Request fulfillment
Access management
Continual service improvement
The seven-step improvement process

Continual service improvement
Continual service improvement approach
Understand the role of measurement for continual service improvement and explain the following key elements:
Relationship between critical success factors (CSF) and key performance indicators (KPI)
Types of metrics (technology metrics, process metrics, service metrics)


The service desk function
The technical management function
The application management function with application development
The IT operations management function

Process owner
Process manager
Process practitioner
Service owner
RACI Model

Technology and architecture
Service automation assists and integrating service management processes


Program Material (handout)
This training program includes the following as reference documentation:
Program slide presentation
ITIL® Syllabus document
Exam study guide
ITIL® acronyms and glossary
Sample examination questions and answers


Simulation and practical application
We provide the students with real life experiences; for the purpose of discussion and to show the value of using best practice, we could use the client organization as “Case study” example (where private course is delivered).
An “ITSM Simulation” game could be used as part of this course to show the benefit and impact of ITSM and ITIL® on the business. This will increase the price of the program and will add a fourth day to the program schedule.


ITIL Foundation Certification Exam

Students taking the course in class will receive a paper based exam written on the last day of the course, and those attending virtually will receive an exam voucher and will have one year to write the exam.