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This accredited CTES Certified course provides a solid introduction to the theory and practice of IT service management according to ITIL ®.

Course Outline
Processes are the cornerstone of IT service management. In the service management world, process definitions and their associated best practices are more often defined in relationship to ITIL®: The Information Technology Infrastructure Library. This accredited CTES Certified course provides a solid introduction to the theory and practice of IT service management according to ITIL®. Beginning with key terms such as incident, problem, service and process, this unique course guides participants through the numerous processes and functions that make up ITIL®. From incident management to service level management, every process and function is discussed in relation to its real-world applications and its formal definition. Most importantly, our ITIL® course is not one long memorization session. We take a practical and hands-on approach to ITIL® training because we know how important these processes are to the success of your organization. Come pass your accredited certification exam with CTES training while you learn how ITIL® can help your organization become more efficient and more productive. This course prepares the student for the ITIL® Foundation Certificate and will provide the student with 22 contact hours of professional training. All participants will be provided with sample exams and the official ITIL® Foundation exam syllabi. All the information presented in this course is in line with the 5 core ITIL® publications as published by the TSO. The CTES Training ITIL® Foundation course have a maximum class size of 12 and ends with a comprehensive overview of the course and an official certification exam.

Course Outline

Module 1: ITIL V3 Overview
Topic 1: The History of ITIL
Topic 2: Why is ITIL Important?
Topic 3: What has changed since ITIL V2?
Topic 4: The Core Components of ITIL
Topic 5: ITIL Lifecycle from Beginning to End
Module 2: The Service Lifecycle
Topic 1: Service Strategy
Topic 2: Service Design
Topic 3: Service Transition
Topic 4: Service Operation
Topic 5: Continual Service Improvement
Module 3: Service Operation
Topic 1: The Role of Service Operation
Topic 2: Processes:
Topic 3: Event Management
Topic 4: Incident Management
Topic 5: Request Fulfillment
Topic 6: Access Management
Topic 7: Problem Management
Module 4: Functions:
Topic 1: Service Desk
Topic 2: Technical Management
Topic 3: IT Operations Management
Topic 4: Applications Management
Module 5: Service Transition
Topic 1: Transition Planning and Support
Topic 2: Change Management
Topic 3: Service Asset and Configuration Management
Topic 4: Release and Deployment Management
Topic 5: Service Testing and Validation
Topic 6: Evaluation
Topic 7: Service Knowledge Management
Module 6: Service Strategy
Topic 1: Definition of a Service Strategy
Topic 2: Strategic objectives
Topic 3: Prioritization of investments
Topic 4: Service Portfolio
Topic 5: Service Catalog
Module 7: Service Design
Topic 1: Value to the Business
Topic 2: To ensure the achievement of business objectives
Topic 3: To provide cost-effective services
Topic 4: To deliver improved quality
Module 8: Continual Service Improvement
Topic 1: Services: Alignment of IT Services with business needs
Topic 2: Processes: Health of ITSM maturity of the IT processes
Module 9: Putting it All Together
Topic 1: In this final section, participants will participate in a real world re-enactment of the ITIL lifecycle.
Module 10: Preparing for the Exam
Topic 1: Going in to the Exam: Mental Preparation
Topic 2: Computer Based Testing Strategies
Topic 3: Monitoring Yourself
Topic 4: Key Exam Targets
Topic 5: Remembering the Big Picture of ITIL

Prerequisites & Certificates

Some service delivery or service management experience

Certificates offered

If you pass the exam you will have your certification.

Cancellation Policy
All courses must be canceled more than 10 business days prior to the first day of the class.
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