IT Infrastructure Library (ITIL) Foundation Certification (2011 Edition)

Course Overview:

If you are an IT professional looking to get into IT service management using ITIL best practices, the IT Infrastructure Library (ITIL®) Foundation Certification (2011 Edition) course is the first step in your preparation. The course will prepare you for the ITIL Foundation exam, introducing you to basic concepts used in IT service management. In this course, you will acquire the essential skills and information necessary to lead and manage an IT business service through every stage of its lifecycle.

Implementing and supporting IT services in the workplace can often be a daunting task since all organizations differ in key ways. Whether it's upgrading from one service to another, improving an existing service, or designing a service from scratch, business focused leadership and management are crucial elements of services that your customers will perceive as valuable. The course will prepare you for the ITIL Foundation exam, introducing you to basic concepts used in IT service management. In this course, you will be introduced to the fundamental concepts of ITIL to prepare you for the Foundation Certification.

In this course, you will describe the basic fundamental concepts of ITIL, and identify the phases of the IT Service Management Lifecycle.

You will:
  • Describe the history and basic concepts of ITIL.
  • Describe Continual Service Improvement in the IT Service Lifecycle.
  • Describe Service Operation in the IT Service Lifecycle.
  • Describe the various functions of Service Operation Lifecycle in the IT Service Lifecycle.
  • Describe Service Transition in the IT Service Lifecycle.
  • Describe Service Design in the IT Service Lifecycle.
  • Describe Service Strategy in the IT Service Lifecycle.

Course Dates:  COMING!  

Course Time:  TBD

Prerequisites: End-user level computer and networking skills are required.  Some level of work experience in IT service support or IT service delivery is highly recommended. 

Course Outline:

Lesson 1: Introduction to ITIL
  • Topic A: ITIL Basics
  • Topic B: The Service Lifecycle
Lesson 2: Continual Service Improvement
  • Topic A: Purpose, Objectives, and Scope of CSI
  • Topic B: CSI Principles
Lesson 3: Service Operation
  • Topic A: Basic Concepts of Service Operation
  • Topic B: The Event Management Process
  • Topic C: The Incident Management Process
  • Topic D: The Problem Management Process
  • Topic E: The Request Fulfillment Process
  • Topic F: The Access Management Process
Lesson 4: Service Operation Functions
  • Topic A: The Service Desk Function
  • Topic B: The Technical Management Function
  • Topic C: The IT Operations Management Function
  • Topic D: The Application Management Function
Lesson 5: Service Transition
  • Topic A: Basic Concepts of Service Transition
  • Topic B: The Change Management Process
  • Topic C: The SACM Process
  • Topic D: The Release and Deployment Management Process
  • Topic E: The Knowledge Management Process
Lesson 6: Service Design
  • Topic A: Basic Concepts of Service Design
  • Topic B: The Service Level Management Process
  • Topic C: The Service Catalog Management Process
  • Topic D: The Availability Management Process
  • Topic E: The Capacity Management Process
  • Topic F: The Information Security Management Process
  • Topic G: IT Service Continuity Management
  • Topic H: The Supplier Management Process
Lesson 7: Service Strategy
  • Topic A: Basic Concepts of the Service Strategy Phase
  • Topic B: The Financial Management Process
  • Topic C: The Service Portfolio Management Process
  • Topic D: The Demand Management Process
  • Topic E: The Business Relationship Management Process
Appendix A: Syllabus Mapping

Grading System:

Student must pass all quizzes, exams, and national exam (if applicable) at a passing rate to be eligible for a Certificate of  Training Completion. If an internship is included in your course you will be required to complete the internship prior to receiving a Certificate of Training Completion.


Students are expected to arrive on time and participate in course discussions. Successful completion of the course of study recommends 100% attendance. If during the course period the student’s attendance level drops below 80%, they will be encouraged and given the opportunity to attend the next scheduled class for the course they enrolled in. Should materials change, student is responsible for all additional cost.

Payment Plan Policy:

Students may withdraw from the program for any reason up to 1 week prior to the start of program. In this case, the student’s payment plan agreement shall be rescinded. If the payment plan has begun a non-refundable administrative fee of $25.00 will be assessed and remaining funds will be returned to payer in check form by mail. 

No Refund Policy:

No refund for course, once the first class has been concluded. If extenuating circumstances exist, case by case situations will be reviewed by ProTrain. If refund is issued, refunded amount will be dependent upon books being returned in excellent condition (i.e. no writing, missing pages; ripped or damage to pages and/or binding).

Re-Admission Policy:

Any student who has dropped out of the program, or has been suspended from the program for nonattendance may be readmitted within one year by completing a personal interview with the director of education and paying any applicable fees at the time of readmission. Students who were terminated due to conduct issues are not eligible to be readmitted.

Policy on Student Conduct:

Appropriate Conduct: All students are expected to conduct themselves in an orderly and professional manner. Any student not conducting themselves in an orderly and professional manner, which includes use of drugs and alcohol during school hours, dishonesty, disrupting classes, use of profanity, excessive tardiness, insubordination, violation of safety rules, improper usage of lab or classroom computers, or not abiding by the school rules will lead to either probation or dismissal from classes.

System Requirements:

Internet Connectivity Requirements:
  • Cable and DSL internet connections are recommended.

Hardware Requirements:
  • Minimum Pentium 400 Mhz CPU or G3 Macintosh. 1 GHz or greater CPU recommended.
  • 256MB RAM minimum. 1 GB RAM recommended.
  • 800x600 video resolution minimum. 1025x768 recommended.
  • Speakers/Headphones to listen to Dialogue steaming audio sessions.
  • A microphone to speak in Dialogue streaming audio sessions.
Operating System Requirements:
  • Windows Vista, 7, 8, 8.1, 9, 10
  • Mac OSX 10 or higher.
  • OpenSUSE Linux 9.2 or higher.
Web Browser Requirements:
  • Google Chrome is recommended.
  • Firefox 13.x or greater.
  • Internet Explorer 6.x or greater.
  • Safari 3.2.2 or greater.
Software Requirements:
  • Adobe Flash Player 6 or greater.
  • Oracle Java 7 or greater.
  • Adobe Reader 7 or greater.
Web Browser Settings:
  • Accept Cookies
  • Disable Pop-up Blocker.

**Outlines are subject to change, as courses and materials are updated.**