ITIL Foundations –

Welcome

IT Business Assessment Security Management

IT Strategy & Architecture Planning Continuity Management

Customer Management Availability Management

Service Planning Capacity Management

Service Level Management Financial Management

Operations Management Change Management
Configuration
Management
Problem Management Service Build & Test

Incident & Service

Request Management Release To Production
 Introductions

•Review the Course

Objectives

•Review the Course Content

•Introduce the Facilitators

•Introduce the Participants

•Set the Ground Rules

Course Objectives

• Audience: who want to become an IT Service Management professional.

• Description: This course overviews the fundamentals of ITIL processes

• Delivery Method: Lecture and Exercise Activities

 Day 1 Agenda

08:30hs Welcome 14:00hs Problem Management (MG)

09:00hs ITSM Concepts (JC) 15:00hs Change Management (JC)

09:45hs Configuration Management (MG) 16:00hs Break

10:45hs Break 16:15hs Release Management (MG)

11:00hs Service Desk (JC) 17:00hs End

11:30hs Incident Management (JC)

12:30hs Lunch
 Day 2 Agenda

08:30hs Welcome 13:30hs Financial Management (JC)

09:00hs Capacity Management (MG) 14:15hs Service Level Management (MG)

10:00hs Availability Management (JC) 15:15hs Break

10:45hs Break 15:30hs Sample Examination

11:00hs Continuity Management (MG) 16:30hs Examination Review

12:00hs Lunch 17:30hs End

Introductions

• Facilitators: who, where/what group, length-of-

service, background
• Participants:
– who, where, current role
– past ITM experience
– current activity
– what do you want from this class?

Please keep to 2 minutes per introduction!

Class Guidelines

• Commit to the schedule (let us know if you will need to leave the class-why,
when, how long)
• Mobiles and laptops must be turned off
• No egos
• Constructive comments only
• Silence is asset
• One person speaks at a time
• No side conversations
• Follow agenda (but dialog is important, some slides may be for information—
we will stay flexible!)
• Everyone participates (ask questions, give ideas)
• Everyone is committed to team success
• Everyone is equal
• Choose discussion leaders and scribes quickly and make the best use of your
time