ITIL – Foundation

ITIL – Foundation – Overview

Information Technology Infrastructure Library

This two (2) day accelerated ITIL Foundation Training Course provides information technology professionals with the knowledge and skills necessary to manage IT service in the guidelines of ITIL (the IT Infrastructure Library).

ITIL is the only consistent and comprehensive documentation of best practice for IT Service Management. Used by many hundreds of organisations around the world, a whole ITIL philosophy has grown up around the guidance.

Our accelerated learning ITIL Foundation Training Course:

Covers the ITIL Foundation Certification including the examination onsite in a 2 days training program.
Allows you to achieve your certifications in a much shorter time than ‘traditional training’ while delivering industry-leading exam passing percentages
Helps students grasp complex concepts more easily by identifying and catering to individual student learning styles through a blended delivery system
Enhances retention by employing accelerated learning techniques focused on committing information to long-term memory
ITIL – Foundation – Benefits

Having proof of your skills and knowledge gives you the edge over other candidates when applying for a job. An ITIL Foundation Training Course provides a systematic and professional approach to the management of IT service provision. Adopting its guidance can provide benefits such as:

improved IT services through the use of proven best practice processes
improved customer satisfaction through a more professional approach to service delivery
standards and guidance
improved productivity
improved use of skills and experience
Certification provides companies with skilled employees, leading to:

Maximized efficiencies in recruiting, hiring, training and promoting employees
Operational improvements and greater efficiencies organization-wide
Reducing costs through the greater efficiencies
improved delivery of third party services through the specification of ITIL or ISO/IEC 20000 as the standard for service delivery in services procurements
Increased productivity as certified professionals are able to perform at accepted industry standards
Who should earn a ITIL Certification?

An ITIL Foundation Training Course is important for all types of IT – and IT related professionals, for recent career starters and business professionals to experienced and certified IT professionals who want to optimise the IT Service Management.

ITIL Foundation Training Course is aimed at:

IT service providers
IT directors and managers
CIOs
It will also benefit:

business managers
customers & end-users involved in building good relationships with their IT service providers
plus any organisation that depends on IT Services
Other accelerated training providers rely heavily on lecture and independent self-testing and study.

Effective technical instruction must be highly varied and interactive to keep attention levels high, promote camaraderie and teamwork between the students and instructor, and solidify knowledge through hands-on learning.

Firebrand Training provides instruction to meet every learning need, including

Intensive group instruction
One-on-one instruction attention
Hands-on labs
Lab partner and group exercises
Question and answer drills
Independent study
This information has been provided as a helpful tool for candidates considering certification. Benefits of certification determined through studies do not guarantee any particular personal successes. Firebrand Training provides a guarantee of obtaining certification at the camp, but does not make any guarantees about personal successes or benefits of obtaining certification.

ITIL – Foundation – Curriculum

Firebrand Training provides thorough instructor-led training to ensure that you learn the fundamentals, obtain hands-on skills and earn your certification. You will emerge able to immediately apply your new knowledge in your career environment.

Module Description
-
Service Management Essentials
Breakfast
Foundation Certificate Examination
ISEB Foundation Certificate
Course program in detail

Incident Management
Definition of an incident, description of Incident Control
Problem Management
Definition of a problem and known error, proactive problem management
Configuration Management
Defining a configuration item and the configuration management database; impact of Configuration Management on other IT processes
Change Management
Definition of a change and request for change (RFC); description of change control and change procedures; role of the change advisory board (CAB) and CAB/EC (for handling urgent changes)
Release Management
Scope and concepts; definition of definitive software library (DSL) and definitive hardware store (DHS); description of planning, testing and implementing
Service Level Management
Definition of a service catalogue; identifying, negotiating, monitoring and reviewing service level agreements (SLAs)
Financial Management for IT Services
Reviews of budgeting, charging and IT accounting; analysis of running costs and charging policies
Availability Management
Review of reliability, availability, resilience, maintainability and serviceability, calculating availability, review of planning, monitoring and reporting
Capacity Management
Review of application sizing, workload, performance, demand and resource management and their inputs to modelling, definition of the capacity management database and contents of the capacity plan
IT Service Continuity Management
Review of Business Continuity, Business Impact Analysis, Risk Analysis and Risk Management and looking at the various different recovery options available and their appropriateness for the different levels of criticality of services
Service Desk
Review of the Service Desk function, the metrics employed, the structures of desk to be considered and the role the Service Desk plays in Incident Management
Foundation V3

Service Management as a practice
Definition of a Service and Service Management as a practice
Describe the concept of Good Practice
Define and distinguish between Functions, Roles and Processes
The process model
List the characteristics of processes
The Service Lifecycle
Understand the Service Lifecycle
Describe the structure, scope, components and interfaces of the ITIL Library
Account for the main goals and objectives and value to the business of each phase in the Lifecycle for Service Strategy, Service Transition, Service Design Service
Operation and Continual Service Improvement
Generic concepts and definitions
Define some of the key terminology and explain the key concepts of Service Management
Key Principles and Models
Comprehend and account for the key principles and models of Service Management and to balance some of the opposing forces within Service Management
Processes
Understand how the Service Management processes contribute to the Service Lifecycle, to explain the high level objectives, scope, basic concepts, activities, key metrics (KPI’s), roles and challenges for five of the core processes and to state the objectives, some of the basic concepts and roles for fifteen of the remaining processes
Functions
Explain the role, objectives, organizational structures, staffing and metrics of the Service Desk function and to state the role, objectives and overlap of three other functions
Roles
Account for be aware of the responsibilities of some of the key roles in Service Management and to recognize a number of the remaining roles described in other Learning Units
Technology and Architecture
List some generic requirements for an integrated set of Service Management Technology
Understand how Service Automation assists with integrating Service Management processes
ITIL – Foundation – Exam Track

The ITIL foundation examination format is

Multiple choice
One hour duration
40 questions
Pass mark is 65% (26/40)
Closed book
ITIL – Foundation – What’s Included

Firebrand Training offers top-quality technical education and certification training in an all-inclusive course package specifically designed for the needs and ease of our students. We attend to every detail so our students can focus solely on their studies and certification goals.

Our Certification Programs includes

Intensive Hands-on Training Utilising our (Lecture | Lab | Review)TM Delivery
Comprehensive Study Materials, Program Courseware and Self-Testing Software
Fully instructor-led program with 24 hour lab access
Examination vouchers *
On site testing **
Accommodation, All Meals; Unlimited Beverages, Snacks and Tea/Coffee
Transportation to/from designated local railway stations
Examination Passing Policy
Please note

* Exam vouchers for our (ISC)2 certifications need to be purchased directly from (ISC)2
** On site testing is not included in our ISACA, or ITIL Managers and Revision Certifications
Our instructors teach to accommodate every student’s learning needs through individualised instruction, hands-on labs, lab partner and group exercises, independent study, self-testing, and question/answer drills.

Firebrand Training has dedicated, well-equipped educational facilities where you will attend instruction and labs and have access to comfortable study and lounging rooms. Our students consistently say our facilities are second-to-none.

Examination Passing Policy

Should a student complete a Firebrand Training Program without having successfully passed all vendor examinations, the student may re-attend that program for a period of one year. Students will only be responsible for accommodations and vendor exam fees.

ITIL – Foundation – Prerequisites

There are no formal entry requirements for the course or examination, but it is assumed that all delegates will have a basic knowledge of IT.

The course will be suitable for

Staff entering an IT environment who might have day-to-day responsibilities within one or more of the service management disciplines
Staff working in an IT service management discipline who wish to broaden their understanding of how their role fits into the wider service management framework
Other staff whose effectiveness would be enhanced by a greater awareness and understanding of best practices in IT service management
It is strongly recommended that delegates attend an accredited training course.

The Certificate is also a prerequisite for the ISEB Manager’s Certificate in IT Service Management.

Firebrand Training staff interview all potential students regarding their technical background, degrees and certifications held, and personal fortitude. This screening process ensures a successful match between the customer and Firebrand Training toward accelerated training and certification.

Firebrand Training is an aggressive training environment. You must have an attitude aimed for success. The above prerequisites are guidelines, but many students with less experience have other background or traits that have enabled their success in accelerated training through Firebrand Training.

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Foundation – Testimonials

“I was very impressed with the staff and facilities at Firebrand*, my stay was very comfortable and enjoyable and I would deffinatelty think about coming back.”
Lacey, UniChem.
ITIL Foundation Certification (2 Days) (9/7/2007 to 10/7/2007)

“Intensive training but superbly delivered by experts, and the catering is second to none.”
David Lloyd, RWE Dea UK.
ITIL Foundation Certification (2 Days) (11/8/2008 to 12/8/2008)

“Firebrand* provided high quality accelerated ITIL Foundation training which will allow me to perform my role as Service Manager with confidence.”
Cecil Smith, Northgate Information Solutions.
ITIL Foundation Certification (2 Days) (2/10/2006 to 3/10/2006)

“Everything was handled with the utmost professionalism, and all the staff seem to enjoy what they do. This rubbed off on me, so I enjoyed my experience at Firebrand*. The perfect study environment for me should include sports facilities that enable one to be rejuvinated, with excellent tutors, excellent learning facilities, and happy staff members. Firebrand* have it all. ”
Alexander Nsimbi, Fujitsu Services.
ITIL Foundation Certification (2 Days) (21/5/2007 to 22/5/2007)

“I was very impressed with the staff and facilities at Firebrand*, my stay was very comfortable and enjoyable and I would deffinatelty think about coming back.”
Lacey, UniChem.
ITIL Foundation Certification (2 Days) (9/7/2007 to 10/7/2007)

“Intensive training but superbly delivered by experts, and the catering is second to none.”
David Lloyd, RWE Dea UK.
ITIL Foundation Certification (2 Days) (11/8/2008 to 12/8/2008)

“Training with Firebrand is a lifetime experience. The training facilities are great, service is fantastic and the teacher can impress with the high level of knowledge and experience. I will come back for further trainings and I stongly recommend Firebrand to everyone, who wants to train with professionals.”
Robert Laszczewski, Phase Forward Ltd.
ITIL Foundation Certification (2 Days) (3/11/2008 to 4/11/2008)

“If you want german build quality in a car you do not buy a kia, so why scrimp on training. I have used over 30 different training providers and Firebrand are the market leaders, great location, staff, food and training. I have used the company twice and will be back again. many thanks Firebrand. Richard Evans, IT Project Manager”
Richard Evans, blue chip.
ITIL Foundation Certification (2 Days) (8/10/2007 to 9/10/2007)

“I got what I expected – a lot of content focused in short time. Do not expect a relaxed experience – the process requires a great deal of input from the student but that is supported by the staff.”
Mike Muir, Private.
ITIL Foundation Certification (2 Days) (8/1/2007 to 9/1/2007)

“This was the second course that I have attended with Firebrand this year. If you want an environment to learn,are prepared to put in the effort and want to pass in the quickest time possible then Firebrand* offers the best option. It may not be the cheapest but it is probably the most effective.”
Simon Hessey, Self Employed.
ITIL Foundation Certification (2 Days) (9/7/2007 to 10/7/2007)

“I was very impressed with the staff and facilities at Firebrand*, my stay was very comfortable and enjoyable and I would deffinatelty think about coming back.”
Lacey, UniChem.
ITIL Foundation Certification (2 Days) (9/7/2007 to 10/7/2007)

“This was the second course that I have attended with Firebrand this year. If you want an environment to learn,are prepared to put in the effort and want to pass in the quickest time possible then Firebrand* offers the best option. It may not be the cheapest but it is probably the most effective.”
Simon Hessey, Self Employed.
ITIL Foundation Certification (2 Days) (9/7/2007 to 10/7/2007)

“I got what I expected – a lot of content focused in short time. Do not expect a relaxed experience – the process requires a great deal of input from the student but that is supported by the staff.”
Mike Muir, Private.
ITIL Foundation Certification (2 Days) (8/1/2007 to 9/1/2007)

“Excellent training with excellent facilites. Extremly polite and helpful staff.”
Nigel Street, GMAC.
ITIL Foundation Certification (2 Days) (21/5/2007 to 22/5/2007)

“Everything was handled with the utmost professionalism, and all the staff seem to enjoy what they do. This rubbed off on me, so I enjoyed my experience at Firebrand*. The perfect study environment for me should include sports facilities that enable one to be rejuvinated, with excellent tutors, excellent learning facilities, and happy staff members. Firebrand* have it all. ”
Alexander Nsimbi, Fujitsu Services.
ITIL Foundation Certification (2 Days) (21/5/2007 to 22/5/2007)

“Intensive training but superbly delivered by experts, and the catering is second to none.”
David Lloyd, RWE Dea UK.
ITIL Foundation Certification (2 Days) (11/8/2008 to 12/8/2008)

“Everything was handled with the utmost professionalism, and all the staff seem to enjoy what they do. This rubbed off on me, so I enjoyed my experience at Firebrand*. The perfect study environment for me should include sports facilities that enable one to be rejuvinated, with excellent tutors, excellent learning facilities, and happy staff members. Firebrand* have it all. ”
Alexander Nsimbi, Fujitsu Services.
ITIL Foundation Certification (2 Days) (21/5/2007 to 22/5/2007)

“The total immersion philosophy was a definite advantage.”
Darren WIlliams, Self Employed.
ITIL Foundation Certification (2 Days) (8/10/2007 to 9/10/2007)

“This was the second course that I have attended with Firebrand this year. If you want an environment to learn,are prepared to put in the effort and want to pass in the quickest time possible then Firebrand* offers the best option. It may not be the cheapest but it is probably the most effective.”
Simon Hessey, Self Employed.
ITIL Foundation Certification (2 Days) (9/7/2007 to 10/7/2007)

“Everything was handled with the utmost professionalism, and all the staff seem to enjoy what they do. This rubbed off on me, so I enjoyed my experience at Firebrand*. The perfect study environment for me should include sports facilities that enable one to be rejuvinated, with excellent tutors, excellent learning facilities, and happy staff members. Firebrand* have it all. ”
Alexander Nsimbi, Fujitsu Services.
ITIL Foundation Certification (2 Days) (21/5/2007 to 22/5/2007)

“The course was well presented and worked very well for me as I passed my exam and felt I got alot from it that will assist me in my role at work. The learning environment was comfortable and course materials of high standard and refreshments and snacks were avaialable the whole time. The food was good and the resturant staff excellent and my room was clean and comfortable. My overall experience was very good with a pass to boot.”
Nigel Matthews, Westminster Primary Care Trust.
ITIL Foundation Certification (2 Days) (3/11/2008 to 4/11/2008)

“Intensive training but superbly delivered by experts, and the catering is second to none.”
David Lloyd, RWE Dea UK.
ITIL Foundation Certification (2 Days) (11/8/2008 to 12/8/2008)

“The course was well presented and worked very well for me as I passed my exam and felt I got alot from it that will assist me in my role at work. The learning environment was comfortable and course materials of high standard and refreshments and snacks were avaialable the whole time. The food was good and the resturant staff excellent and my room was clean and comfortable. My overall experience was very good with a pass to boot.”
Nigel Matthews, Westminster Primary Care Trust.
ITIL Foundation Certification (2 Days) (3/11/2008 to 4/11/2008)

“Training with Firebrand is a lifetime experience. The training facilities are great, service is fantastic and the teacher can impress with the high level of knowledge and experience. I will come back for further trainings and I stongly recommend Firebrand to everyone, who wants to train with professionals.”
Robert Laszczewski, Phase Forward Ltd.
ITIL Foundation Certification (2 Days) (3/11/2008 to 4/11/2008)

“Training with Firebrand is a lifetime experience. The training facilities are great, service is fantastic and the teacher can impress with the high level of knowledge and experience. I will come back for further trainings and I stongly recommend Firebrand to everyone, who wants to train with professionals.”
Robert Laszczewski, Phase Forward Ltd.
ITIL Foundation Certification (2 Days) (3/11/2008 to 4/11/2008)

“This was the second course that I have attended with Firebrand this year. If you want an environment to learn,are prepared to put in the effort and want to pass in the quickest time possible then Firebrand* offers the best option. It may not be the cheapest but it is probably the most effective.”
Simon Hessey, Self Employed.
ITIL Foundation Certification (2 Days) (9/7/2007 to 10/7/2007)

“Everything was handled with the utmost professionalism, and all the staff seem to enjoy what they do. This rubbed off on me, so I enjoyed my experience at Firebrand*. The perfect study environment for me should include sports facilities that enable one to be rejuvinated, with excellent tutors, excellent learning facilities, and happy staff members. Firebrand* have it all. ”
Alexander Nsimbi, Fujitsu Services.
ITIL Foundation Certification (2 Days) (21/5/2007 to 22/5/2007)

“This was the second course that I have attended with Firebrand this year. If you want an environment to learn,are prepared to put in the effort and want to pass in the quickest time possible then Firebrand* offers the best option. It may not be the cheapest but it is probably the most effective.”
Simon Hessey, Self Employed.
ITIL Foundation Certification (2 Days) (9/7/2007 to 10/7/2007)

“Training with Firebrand is a lifetime experience. The training facilities are great, service is fantastic and the teacher can impress with the high level of knowledge and experience. I will come back for further trainings and I stongly recommend Firebrand to everyone, who wants to train with professionals.”
Robert Laszczewski, Phase Forward Ltd.
ITIL Foundation Certification (2 Days) (3/11/2008 to 4/11/2008)

“The course was well presented and worked very well for me as I passed my exam and felt I got alot from it that will assist me in my role at work. The learning environment was comfortable and course materials of high standard and refreshments and snacks were avaialable the whole time. The food was good and the resturant staff excellent and my room was clean and comfortable. My overall experience was very good with a pass to boot.”
Nigel Matthews, Westminster Primary Care Trust.
ITIL Foundation Certification (2 Days) (3/11/2008 to 4/11/2008)

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PassGuide Training Materials & Practice Tests

• IT Infrastructure Library (ITIL) v3 OGC books
• HP ITIL v2 Service Manager Frequently Asked Questions
• ITIL V3 Service Capability OSA Certification Exam Preparation Course in a Book for Passing the ITIL V3 Service Capability OSA Exam – The How To Pass on Your First Try Certification Study Guide (Paperback)
• Implementing ITIL Configuration Management [ILLUSTRATED] (Hardcover)
• ITIL V2 Foundation Certification Exam Preparation Course in a Book for Passing the ITIL V2 Foundation Exam – The How To Pass on Your First Try Certification Study Guide (Paperback)
• CompTIA A+ Certification All-In-One Desk Reference For Dummies (For Dummies (Computer/Tech)) (Paperback)
• The Visible Ops Handbook: Implementing ITIL in 4 Practical and Auditable Steps (Paperback)
• Foundations of IT Service Management: based on ITIL (English version) (Paperback)
• ITIL V3 Foundation Complete Certification Kit – Study Guide Book and Online Course (Paperback)
• ITIL IT Service Management – 100 Most Asked Questions on IT Service Management and ITIL Foundation Certification, Training and Exams (Paperback)