ITIL^® v2: Achieving Foundation Certification

Frequently Asked Questions

What is ITIL? The Information Technology Infrastructure Library (ITIL) is a customizable framework for best-practice delivery and support of IT services and infrastructure. ITIL was developed in the 1980s by the Central Computer and Telecommunications Agency, which is now the Office of Government Commerce, or OGC, a governmental organization in the United Kingdom. ITIL has evolved to become the world-wide de facto standard for IT service management and encompasses multiple components of IT service management, including Service Delivery and Service Support, ICT Infrastructure Management, and Security Management. What is this course about? This exam-preparatory course provides comprehensive coverage of foundation concepts within the IT Infrastructure Library (ITIL). Through case studies, practice exam questions and daily review sessions, you explore and evaluate best practices in IT service management based on the ITIL methodology. You also assess the activities, roles and security issues involved in each ITIL process, examine the components of Service Support and Service Delivery, and identify key IT service management terminology. The course culminates in the ITIL v2 Foundation Certification exam, offered on the final day of class. Who will benefit from this course? This course is valuable for professionals involved in all facets of IT service management, including: IT service and support managers and staff Project managers IT consultants and developers Key business users, and CIOs What background do I need? No specific experience is required. However, general IT knowledge is assumed. Why should I use the ITIL framework? IT service management ensures organizations effectively and professionally manage and support the people, processes and technologies within a business environment. By applying ITIL service management practices, your organization can reduce costs, improve Return on Investment (ROI), enhance productivity, and maintain a consistent standard for service delivery. Is this course accredited? Yes. EXIN, an independent global IT examination provider, and the APMG, a worldwide accreditation, certification and qualification body, have accredited this course and the instructors who teach it as providing high-quality training in IT Service Management. Why is an ITIL Foundation Certificate important? A Foundation Certificate certifies you have the requisite background to evaluate IT service management best practices and understand how the ITIL framework can improve the efficiency and effectiveness of service delivery and support within your organization. What other ITIL Certifications are offered? In addition to the Foundation Certificate, the OGC also offers the Practitioners and Managers Certifications. The Practitioners Certificate is valuable for those who would like to gain in-depth knowledge of each ITIL process. The Managers Certificate is for those who need to manage ITIL-based solutions. For more information about these Certifications, please see the OGC website. Is the Foundation Certification exam included in the course? Yes. You take the exam at the end of the final day. How long is the ITIL Foundation Certification examination? The Foundation test is a 40-question, multiple-choice exam, one hour in length. How are the ITIL materials covered in the workshops? Approximately 40% of the course is spent in highly interactive workshops. The workshops offer you multiple opportunities to apply recently learned concepts and include practical exercises and practice exam questions. Case studies are also employed to illustrate how ITIL-based solutions can dramatically improve the efficiency and service support and delivery within a business environment. How much time is spent on each topic? Content Hours Introduction and background 1.5 Implementing the service desk function and incident management 2.5 Identifying and resolving problems 1.0 Controlling change via Change Management 1.5 Blueprinting infrastructure through Configuration Management 1.0 Release Management from planning to deployment 1.5 Structuring the Service Level Management (SLM) life cycle 1.0 Ensuring availability 1.0 Maintaining IT Service continuity 1.5 Building effective Capacity Management 1.5 Planning effective Financial Management 1.0 Securing infrastructure processes 2.0 Taking the ITIL Foundation exam 1.0 Times, including the workshops, are estimates; exact times may vary according to the needs of each class. Why should I take this course from Learning Tree? For over thirty years, Learning Tree has been dedicated to providing the finest management and technology training available. This course continues our commitment to that preeminent level of educational quality. Our ITIL-certified instructors move beyond the standard, "by-the-numbers" approach that other ITIL exam-preparatory courses offer, and instill a more complete and personalized approach to ITIL Service Support and Service Delivery. This method is designed to relate course topics to your real-world experiences and provide you with a better understanding of the material. What other ITIL Certification training courses are offered by Learning Tree? At the Practitioner Certification level, Learning Tree offers Course 189, ITIL® v2: Service Desk, Incident and Problem Management Practitioner Certification, Course 188, ITIL® v2: Change, Configuration and Release Management Practitioner Certification and Course 193, ITIL® v2: Practitioner Agree and Define (IPAD) Certification. If your organization is transitioning to the latest version of ITIL, version 3, you may be interested in Course 197, ITIL® v3: Achieving Foundation Certification. If you already have the ITIL v2 Foundation Certificate and plan on moving to ITIL v3, you should consider Course 192, ITIL® v2-v3 Foundation Certification Bridge. . Is this course applicable to a Project Management Professional (PMP) certification? Yes. Although this course is not designed as preparation for the exam, it is beneficial to anyone working toward PMI's PMP certification. For those who are currently certified, completion of this course counts as 17 professional development units (60 units must be completed every three years to maintain certification). For more details, please see the Learning Tree PMI Registered Education Provider Q&A. If you are an experienced project manager intending to take the PMP exam, you should take Course 276, Preparing for the Project Management Professional (PMP®) Exam. In this course you learn essential PMBOK® Guide terminology, tools and techniques. You gain practical test-taking experience through PMI-style practice exams and create your own personal study plan for continued use after the course. How does this course relate to other Learning Tree courses? The following Learning Tree courses focus and expand upon concepts and business processes similar to those presented in the ITIL Service Support and Service Delivery processes. These courses include: 211, Introduction to Business Analysis: Defining Successful Projects is valuable for those who need to apply the knowledge and skills of the business analyst role within their organization. 381, Business Process Reengineering for Competitive Advantage provides you with critical knowledge and skills to implement business process re-engineering within your organization. 289, Disaster Recovery Planning: Ensuring Business Continuity helps you identify vulnerabilities and implement appropriate countermeasures to prevent and mitigate threats. 290, Management Skills gives you a working knowledge of the key aspects of management.

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