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Course Overview -  Watch a Video

Study for ITIL Certification at Foundation Level by taking an accredited online training course with Good e-Learning!

The ITIL Foundation Certificate has become the IT industry's de-facto introductory professional qualification in the field of IT Service Management and is an important, entry-level qualification for students who want to become knowledgeable about the core elements of the ITIL Framework.

The course is ideal for professionals who work within an organization that has implemented ITIL as part of an ongoing service improvement program.

This course is accredited by PeopleCert, who are licensed by AXELOS as an Examination Institute for the ITIL Foundation Certificate in IT Service Management.

Why you should take this course:

Gaining your ITIL Foundation Level certification will enable you to progress your development in IT Service Management, and is a pre-requisite for the next level of ITIL qualifications; ITIL Intermediate, MALC and Expert.

The course gives an overview of the ITIL Framework which is captured in the 5 core ITIL volumes of Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement (2011 versions) and thus, contains all the learning materials you need in order to prepare for the ITIL Foundation exam.

Our course uses interactive technology, high quality media and downloadable resources to teach the key elements, principles and processes of the 5-stage ITIL Service Lifecycle.

Students who complete this course will have learnt:

• The importance of service management, both to the IT service provider, and to it's customers

• An overview of the service lifecycle, it's processes, and the functions which carry out those processes

• How the ITIL best practice framework can be used to improve the quality, effectiveness and efficiency of service management in every type of organization

Key features of this course:

• Accredited by PeopleCert

• Credits awarded: 2

• 16 hours of course material

• 1x FREE exam voucher on request

• Instant 6 months access

• Quizzes and revision modules

• Increase your earning potential by up to 20%

• Average first time pass rate of 91%

Course Syllabus - Download the Datasheet

• Module 1: An Introduction to IT Service Management

  The objectives of this foundation course in service management are to enable students to understand the importance of service management, both to the IT service provider, and to their customers.

  Specifically, we show how the ITIL best practice framework can be used to improve the quality, effectiveness and efficiency of service management in every type of organization.

  Service Lifecycle

  This module looks at the purpose, objective and scope of this phase of the lifecycle; we consider its value to the business and consider how services can deliver value. We then consider 3 of the service strategy processes and their purpose, objectives and scope. These processes are:

   Service Portfolio Management
   Financial Management
   Business Relationship Management

• Module 2: Service Strategy

  The service strategy publication provides guidance on understanding the most important practices that need to be employed to define and carry out a service strategy in a service provider organization.

   Providing an understanding of what strategy is
   Identification of the services and the customers who use them
   Understanding how to define value creation and delivery
   Provision of the means to identify opportunities to provide services and how to make the best of them
   Delivering a comprehensive and clear service provision model, in which we identify how the services will be funded and presented, and to whom they will be delivered and the purpose that they will serve
   Understanding the organizational capability that will be required to deliver services according to the strategy
   Coordinating and documenting the use of service assets for the provision of services, and how they can be used, including optimizing their performance
   Defining the processes and services, which will deliver the strategy of the organization, and the level of investment that will be required. Understanding the levels of demand and how to establish a relationship between the service provider and the customer

• Module 3: Service Design

  In the service design part of the course, we look at the Purpose, Objectives, Scope and business value of this lifecycle stage.

  We examine what we call the 4 P’s - People, Processes, Products and Partners – the 4 areas we need to consider when designing a service. We then look at the 5 major aspects of Service Design. These are:

   Designing the Service Solution itself
   Designing the service management system and tools that will be required to manage the service
   Understanding the importance of management and technology architectures
   Understanding the processes that will be required
   The measurement systems, methods and metrics that will show us whether the service is working properly or not

• Module 4: Service Transition

  Service Transition consists of 7 different processes. We examine the purpose, objectives, scope and business value of this lifecycle stage, and look in detail at the Change Management process.

   Transition planning and support
   Knowledge Management
   Service Asset and Configuration Management (SACM)
   Release and Deployment Management

• Module 5: Service Operation

  In this module we look at the Purpose, Objectives and Scope of Service Operation and the value it provides to the business.

  We look in detail at the key processes of Incident management and Problem Management. We then take a high level view of the remaining 3 operations processes of access management, request fulfilment and event management.

  Having considered the service operation processes, we move on to consider the ‘people’ aspects of this lifecycle stage.

  The majority of IT staff is involved (to a greater or lesser extent) in the service operation stage. Although they may be involved in other lifecycle stages; their main focus is the delivery of the operational services.

  In this module, we examine the four functions involved in service operations. These are the service desk, technical management, application management and operations management functions.

  The Service Desk function will be considered in detail, whilst the Roles and objectives of the Technical, applications and operations management functions will be reviewed at a higher level.

• Module 6: Continual Service Improvement

  You can see the contents of this section on the screen, when you have completed this section you should be able to:

   Account for the main purpose, objectives and scope of continual service improvement
   Briefly explain what value continual service improvement provides to the business
   Understand the purpose, objectives and scope for the seven-step improvement process
   Explain the continual service improvement approach
   Describe the CSI register and the Deming Cycle Understand the role of measurement for continual service improvement and types of metrics
   Understand the relationship between critical success factors and key performance indicators and the importance of Baselines

• Module 7: Conclusion

  By completing this course, you will have gained an understanding of the importance of service management, both to the IT service provider, and to their customers.

  Specifically you should now understand how the ITIL best practice framework can be used to improve the quality, effectiveness and efficiency of service management in every type of organization.

  Certification scheme

  Once you have passed your foundation exam, you may wish to continue your service management studies.

  The qualifications do not expire – there is no requirement to renew them as with some schemes. There are 4 levels of ITIL qualification, shown here. Each exam earns you credits, to add to the 2 credits awarded for the foundation certification.

  You may wish to move up through the levels to Expert or Master, or you may just want to increase your knowledge in a particular area. The scheme is designed to satisfy both approaches.

  You can take as few or as many Intermediate qualifications as you require, and to suit your needs. The Intermediate modules go into more detail than the Foundation level, and these qualifications are recognized throughout the IT industry.

  ITIL® is a registered trademark of AXELOS Limited.

Exams / Assessments

In order to achieve this foundation qualification you must pass the ITIL® 2011 Foundation Certificate in IT Service Management exam.

You can take the exam online (virtually) using a service provided by PeopleCert.

When you have completed the learning outcomes of the course, you will be ready to start preparing for the ITIL Foundation exam. To support you with this, the eLearning course contains a practice exam that will simulate the conditions of the real thing.

To pass the exam you must get 26 out of 40 questions correct (65%).

You will be tested on:

• 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)

Before you book you can test that your computer configuration will meet the requirements for a PeopleCert exam, using this online test.

This test focuses on the suitability of your webcam, microphone and internet connection. Please Visit the PeopleCert website for a complete list of information and guidance.

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