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1 500 Creek View Road Newark, DE ITIL Foundation Training Business Case

2 BUSINESS CASE WHAT IS ITIL? ITIL is the most widely used and successful IT Service Management (ITSM) framework in the world, with true global reach. Adopted and adapted by organizations across the globe for over 25 years, ITIL provides guidance and helps service providers with: SUPPORTING BUSINESS OBJECTIVES ENABLING BUSINESS CHANGE MANAGING RISK IN LINE WITH BUSINESS NEEDS OPTIMIZING CUSTOMER EXPERIENCE SHOWING VALUE FOR MONEY DRIVING CONTINUAL SERVICE IMPROVEMENT. ITIL has also provided IT organizations with a common language to communicate across departments, organizations and geographies, resulting in increased effectiveness and efficiency. ITIL Foundation training and certification is the first step on my journey to learning about and applying the best practice framework to my current role, using years of experience to guide my day to day work. WHAT IS THE TRAINING ALL ABOUT? Three high-energy days of training that will provide the terminology and best practices that will help transform IT Service Management services (the complete course curriculum is detailed on pages 6-8 of this document). The course is taught by experienced, certified ITIL Expert trainers who translate theory into real-world solutions and provide practice examples throughout. The three days and includes the ITIL Foundation examination. In addition, after the course is over, participants receive a free one-year ITMPI membership, which means unlimited PDUs and access to hundreds of hours of online learning opportunities and expert perspectives on a variety of IT-related topics. This will help continue the learning process and allow for additional layers of benefit after the course is over. When: Where: How much: *Payments can be made using credit card or through a PO

3 TOTAL BENEFITS MY DEVELOPMENT ORGANIZATIONAL BENEFITS

4 COST/BENEFIT ANALYSIS This cost benefit analysis will seek to evaluate the expected benefits versus the expected costs of completing the ITIL Foundation training and examination: TOTAL COSTS MONETARY COSTS: Training & Examination $2,300 Estimated travel & expenses <Fill in the amount as applicable> Total: <Fill in the amount as applicable> NON-MONETARY COSTS: Time out of the office/away from work Specific projects which may be affected include: <Add any affected project names> <Fill in as applicable (e.g. no of days etc.)> <Fill in as applicable (e.g. how projects may be affected)> ADDITIONAL COMMENTS CLOSING COMMENTS AXELOS, the AXELOS logo, the AXELOS swirl logo and ITIL are registered trademarks of AXELOS Limited.

5 ITIL Foundation Course Details Introduction The purpose of the ITIL Foundation certificate in IT Service Management is to certify that the candidate has gained knowledge of the ITIL terminology, structure, and basic concepts and has comprehended the core principles of ITIL practices for 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. Top Audience This course is intended for participants who are interested in using the skills associated with IT Service Management. The target group of the ITIL Foundation certificate in IT Service Management is drawn from: Individuals who require a basic understanding of the ITILf framework and how it may be used to enhance the quality of IT service management within an organization. IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement program. This may include but is not limited to, IT professionals, business managers, and business process owners. At Course Completion Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this certification. Service management as a practice (comprehension) The ITIL service lifecycle (comprehension) Generic concepts and definitions (awareness) Key principles and models (comprehension) Selected processes (awareness) Selected functions (awareness) Selected roles (awareness) Technology and architecture (awareness) Competence and training (awareness) Prerequisites There are no prerequisites for this course; however, participants should have basic knowledge of the field of IT Service Management. Although not required, industry-specific experience (banking, pharmaceuticals, manufacturing, etc.) is helpful. Top Certification This course helps you prepare for the ITIL Foundation Certificate in IT Service Management, which is administered at the end of the course. Course Materials The participant materials include a comprehensive workbook and other artifacts necessary for this class.

6 Course Outline Module 0: Course Introduction Describe this course. Describe this course s objectives. Identify this course s prerequisites. Identify this course s module topics. Describe ITIL Competence and Training. Describe ITIL Certification. Module 1: An Introduction to IT Service Management Describe the concept of a service. Describe the concept of service management. Describe ITIL and why it is successful. Recognize public standards and frameworks. Identify stakeholders. Contrast internal and external service providers. Differentiate types of services. Describe service automation. Describe the structure of the ITIL service lifecycle. Module 2: IT Service Management Roles Describe the generic roles and responsibilities in IT Service Management. Analyze a RACI Matrix. Module 3: Service Strategy Define the purpose, objectives, and scope of Service Strategy. Explain Service Strategy s value to the business. Recognize the following Service Strategy foundation concepts: o Utility and warranty. o Value creation through services. o Assets, resources, and capabilities. o Governance and risk management. o Patterns of business activity. Module 4: Service Strategy Processes Define service portfolio management. Define financial management for IT services. Define business relationship management. Module 5: Service Design Define the purpose, objectives, and scope of Service Design. Explain Service Design s value to the business. Recognize the following Service Design foundation concepts: o The service design package (SDP). o The four Ps of Service Design People, processes, products, and partners. o The five aspects of Service Design.

7 Module 6: Service Design Processes Define design coordination. Define service catalogue management. Define service level management. Define availability management. Define capacity management. Define IT service continuity management. Define information security management. Define supplier management. Module 7: Service Transition Define the purpose, objectives, and scope of Service Transition. Explain Service Transition s value to the business. Module 8: Service Transition Processes Define transition planning and support. Define change management. Define service asset and configuration management. Define release and deployment management. Define knowledge management. Module 9: Service Operation Module Objectives Define the purpose, objectives, and scope of Service Operation. Explain Service Operation s value to the business. Recognize the following Service Operation foundation concepts: o The role of communication in Service Operation. Module 10: Service Operation Processes Define event management. Define incident management. Define request fulfillment. Define problem management. Define access management. Module 11: Service Operation Functions Describe the service desk function. Describe the technical management function. Describe the IT operations management function. Describe the application management function.

8 Module 12: Continual Service Improvement Define the purpose, objectives, and scope of Continual Service Improvement. Explain Continual Service Improvement s value to the business. Recognize the following Continual Service Improvement foundation concepts: o The CSI register. o The Deming cycle (plan-do-check-act). o The continual service improvement approach. o Measurement. Module 13: The Continual Service Improvement Process Describe the seven-step improvement process. CAI has been reviewed and accredited as an Authorized Training Organization of ITIL Foundation training by PEOPLECERT. ITIL is a registered trade mark of AXELOS Limited. IT Infrastructure Library is a registered trade mark of AXELOS Limited. The Swirl logo is a trade mark of AXELOS Limited.

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