ITIL® Foundation
ITIL® Foundation provides general awareness of the key elements, concepts and terminology used in the ITIL service lifecycle, including the links between lifecycle stages, the processes used and their contribution to service management practices.
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Why IT Management needs the ITIL® Foundation
ITIL® is designed to provide insight into the basic processes of Service Management, understanding, and is therefore suitable for anyone working in an IT Services environment or anyone wishing to know-how of a good process.
- IT Management (IT Management)
- IT Consuting (IT setup and optimization)
- CFOs (how to invest and charge IT services)
- Project managers (responsibility for IT projects)
- Enterprise Architects (Design Architecture Development)
Knowledge objective
- Practicing Service Management
- The IT Service Lifecycle Overview
- Introducing IT Service Management
- Key metrics and management reporting
- A high level description of the main activities, goals and benefits
- Process interrelationships and interdependencies, what “process integration” and “business integration” really mean
Organisational Benefits
- Increased customer retention via improved customer satisfaction
- Improved productivity through more efficient and effective processes
- Competitive advantages through improved speed to market of IT goods and services
- Reduced costs achieved through fewer incidents caused by failed change (less rework)
- Better adherence and compliance to contractual obligations in turn reducing legal risk and the associated costs
Agenda
Day 1Hide agendaOpen agenda
09:00 - 10:30
** Introduction to ITIL **
- Best practice
- Adaptation of ITIL in practice
- Certification scheme, exams
** ITIL Library **
- Principles of ITIL & ITSM
- Benefits of IT Service Management
- ITIL for users, business, it management
10:30 - 10:45
Coffee break
10:45 - 12:15
** Continuous Service Improvement **
- Design and development of benefits of IT services
- The importance of better design, implementation and support of operations
- Improving the quality of services, ensuring the availability of traffic and quality
- The relationship between Service Strategy, Operation, Transition and Design
12:15 - 13:15
Lunch
13:15 - 15:00
** Service Operation **
- Management of operational IT processes
- Benefits for clients (users) and service providers
- Changes and stabilization of operational activities in IT using ITIL®
- ITIL® as an IT Service Management customer support tool
15:00 - 15:15
Coffee break
15:15 - 17:00
** Service Transition **
- Upgrade processes and services with ITIL
- Service transition chapter closes # 1. the course
- Study recommendations, homework ITIL® scenarios
** Assignment **
- Practice tests with preparation for certification
- Test set focused on the knowledge acquired so far
Day 2Hide agendaOpen agenda
09:00 - 10:30
** Recapitulation of the 1st day **
- Service Transition
- Design of new services in Service Design
- Development and improvement of the transition of IT services
** Service Transition II. **
- Methodology of optimal transition, service upgrade
- Management of complex services, change, transformation
- Service innovation, defense against adverse effects
10:30 - 10:45
Coffee break
10:45 - 12:15
** Service Design **
- Design and development of IT services
- Methodology and principles of ITSM
- How to transform strategy into practice
12:15 - 13:15
Lunch Lunch Menu
13:15 - 15:00
** Service Design II. **
- Design of new services in practice
- Or change existing ones
- Improving IT
15:00 - 15:15
Coffee break
15:15 - 17:00
** Assignment II. **
- ITIL practice tests
- Evaluation and analysis of knowledge
Day 3Hide agendaOpen agenda
09:00 - 10:30
** Recapitulation of the 2nd day **
- Service Design
- Service Transition
- Life cycle of IT services
** Service Strategy **
- Design, development and implementation of ITIL®
- Setting goals and expectations from the IT Services Strategy
- Analysis, specification and prioritization of ITSM opportunities
- Service Management as a strategic asset of IT dept.
10:30 - 10:45
Coffee break
10:45 - 12:15
** Service Lifecycle **
- Workflow
- Operational and strategic level
** ITIL and benefit review **
- Development of methodology
- Strategic management
12:15 - 13:15
Lunch Lunch menu
13:15 - 15:00
** ITIL Exam Preparation **
- Tips and tricks
- Important topics, exercises
15:00 - 15:15
Coffee break
15:15 - 17:00
** ITIL Foundation Exam **
- 75min.
- A total of 40 questions
- Min. 65% success rate (26 of 40 questions)
What you will learn in training: Key ITIL® concepts, areas and definitions. How ITIL® helps you solve problems in practice. Life cycle, relationships between processes. Structure, processes and support services of all 5 parts. A detailed overview of the certification and accreditation scheme.
The final exam takes place online after the course. All candidates will receive an exam voucher to book the date of the final exam themselves.
- Block duration 90 minutes
- Hours 24 hours
- Refreshments Yes
- Exam Yes
Trainers
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Jiří Pilný
15 years of experience with standards of IT Service Management, ITIL, project management. Game Leader for business simulations that will help you use the methodology to increase the applicability of standards in practice. His most successful projects include:
- Office online
- Parking Liberec
- MS Tools for budget management, investments, subsidies
- PRINCE2® Accelerator (SW solution according to PRINCE2 methodology)
Certification
ITIL® Foundation | Axelos Accredited
Axelos / PeopleCert
Did you decide to upgrade the certificate? Congratulations! Each successful graduate will also receive a certificate issued by the owner of the Axelos methodology. EI (Examination Institute) PeopleCert.
- The Certificate in English
- Court expert's translation upon request
- The ITIL Foundation Certificate from Axelos has lifetime validity
Exam info
Our ITIL® training programme is an excellent introduction to the ITIL® best-practice IT Service Management Framework. It gives you a solid base for improving your success at work and/or continuing your development through the ITIL® Intermediate courses.
ITIL® Foundation certification is essential for those who want to continue with the ITIL® Practitioner, which contains 80% of the practical ITIL® implementation with the knowledge you get here at Foundation level.
- Closed book
- Duration: 60 minutes
- Pass mark of 65% or 26/40
- Languages: Arabic · Brazilian Portuguese · Chinese (Simplified) · Czech · Danish · Dutch · Finnish · French · German · Hungarian · Italian · Japanese · Korean · Polish · Romanian · Russian · Spanish (EU) · Spanish (Latin American) · Swedish · Vietnamese
- The ITIL V3 Foundation (English) certification exam was discontinued in June 2021
Graduate ratings
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- 16.11.22
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- 16.11.22
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- 16.11.22
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- 16.11.22
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Velmi dobrý mix přípravy na certifikační zkoušku a metodiky samotné. Ideální balanc mezi obsahem a zkušenostmi z praxe - kurz nebyl nudný :-)
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- 09.06.22
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- 11.11.21
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- 01.09.21
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- 01.09.21
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- 11.08.21
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- Jaromír J.
- 11.08.21
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Jsem velmi spokojený, školitel výborný a znalosti se budou hodit.
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