ITIL® v3 Foundation

This ITIL course content developed in partnership with B-Wyze.

Certification
This certification verifies that support center professionals possess the knowledge of the ITIL v3 framework necessary to support an ITIL initiative. ITIL v3 Foundation certified individuals have demonstrated their awareness of the ITIL processes and terms and satisfied the prerequisite requirement for pursuing additional ITIL v3 certifications.

Training
This LCS®-accredited course outlines the ITIL best-practices framework and prepares the participant for the ITIL v3 Foundation certification exam, a prerequisite for all other ITIL certifications. This course provides an understanding of the service lifecycle and processes as well as the best and common practices for IT Service Management.

Whether adopting ITIL or embarking on continuous service improvement, participants will gain a fundamental understanding of how IT service, support, and delivery can be best organized to align IT with business needs, improve service quality, and reduce long-term costs.

ITIL® is a Registered Trade Mark and a Registered Community Trade Mark of the Office of Government Commerce and is Registered in the U.S. Patent and Trademark Office. IT Infrastructure Library® is a Registered Trade Mark of the Office of Government Commerce.

Course Overview

Delivery Methods

Course Calendar

Certification Exam

What You Will Learn

Service Design — Transform business requirements into strategic solutions
Service Transition — Manage change, risk, and quality assurance
Service Operation — Establish day-to-day business operations and customer expectations

Who Should Attend?

IT professionals who want an understanding of the service lifecycle and processes and are interested in IT Service Management
IT staff who are actively involved in the provision and support of IT services or have an interest in IT Service Management best practices
Individuals preparing for the ITIL v3 Foundation certification

Course Outline

Unit 1: ITIL Overview

ITIL History
Components of the ITIL Library
IT Service Management
Organizing for IT Service Management
Technology and Architecture

Unit 2: Service Strategy

Service Strategy Lifecycle Stage
Service Portfolio Management
The Demand Management Process
The IT Financial Management Process

Unit 3: Service Design

Service Design Lifecycle Stage
The Service Catalog Management Process
The Service Level Management Process
The Availability Management Process
The Capacity Management Process
The Information Security
Management Process
The IT Service Continuity
Management Process
The Supplier Management Process

Unit 4: Service Transition

Service Transition Lifecycle Stage
The Change Management Process
The Release and Deployment
Management Process
The Service Asset and Configuration
Management Process
Knowledge Management

Unit 5: Service Operation Functions

Service Operation Lifecycle Stage
The Service Desk Function
The Technical Management Function
The Application Management Function
The IT Operations Management Function

Unit 6: Service Operation Processes

The Event Management Process
The Incident Management Process
The Request Fulfillment Process
The Access Management Process
The Problem Management Process

Unit 7: Continual Service Improvement

Continual Service Improvement
Lifecycle Stage

Public Classroom

Member Price: $1,395 | Price: $1,495

Facilitated by a faculty member, this three-day, public course allows students to actively participate in exercises and discussions, as well as network with peers from other companies.

Maintain adequate coverage in your support center by staggering training dates.
Focus on learning by being out of the office.
Network and learn from real-world experiences through structured discussions.

Instructor-led courses include one certification exam per person.

Read the FAQs.

Free ITIL v3 LITE Course! All participants in the instructor-led ITIL Foundation course will also receive one registration for ITIL v3 LITE – a one hour online introduction and review of ITIL v3.

Online Course

Member Price: $325 | Price: $350

Online, self-paced training allows student to train at their own speed, permitting them to concentrate on areas of specific need. Students can train from any computer with Internet access. The course takes about 14–18 hours to complete.

The online course does not include the certification exam.

View the Online Course Demo to learn more about the self-paced learning option.

Read the Online Course FAQs

Onsite

HDI can train your team at your facility, eliminating individual travel costs and putting more control in your hands.

Control class size and pick training dates that accommodate your business schedule.
Focus on your organization’s key issues and pain points.
Save money. With groups of eight or more, this option is often more cost effective.
To learn more about this program, contact an account manager or call 800.248.5667.

Classroom Training Schedule

Date	Location	Course	Register
9/29 - 10/1 2010	Denver, CO	ITIL® v3 Foundation	Register
10/6 - 10/8 2010	Los Angeles, CA	ITIL® v3 Foundation	Register
10/20 - 10/22 2010	Dallas, TX	ITIL® v3 Foundation	Register
11/30 - 12/2 2010	Washington, DC	ITIL® v3 Foundation	Register
12/7 - 12/9 2010	Chicago, IL	ITIL® v3 Foundation	Register

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HDI offers courses in cities throughout North America. Don’t see a class near you or when you would like to attend? Contact your account manager or find an HDI Partner to discuss your needs.

Certification Exam

The ITIL v3 Foundation certification is a prerequisite for all additional ITIL v3 training and certification offerings accredited by APMG.

Price: $165

The certification exam consists of 40 multiple choice questions and must be completed in 60 minutes. A minimum score of 65 percent is required to pass a certification exam. Individuals who achieve the passing score will receive a certificate from an APMG accredited examination institute offering the exam.

The courseware was developed to satisfy the learning objectives from ITIL v3 Foundation syllabus published by APMG and accredited to verify it satisfies those requirements. The certification exam was developed by an APMG accredited examination institute.

The ITIL v3 Foundation certification exam is included with instructor-led training purchased directly from HDI. The exam is a paper-based exam proctored on the last day of the training course. HDI uses either Loyalist Certification Services or EXIN to provide and proctor the ITIL v3 Foundation certification exam.

The ITIL v3 Foundation online course can be purchased with or without testing voucher. The testing voucher can be used to schedule a proctored exam at any Pearson-Vue Testing Center, and should be scheduled shortly after completing the online course.

The ITIL v3 Foundation certification exam from EXIN may also be purchased separately through either Prometric or Pearson-Vue.