The Information Technology Infrastructure Library (ITIL®) is globally recognized as best practice IT Service Management framework developed by the Office of Government Commerce (OGC) within the UK government. It has been developed in collaboration with leading industry experts, consultants and practitioners. Organizations adopt, adapt and implement ITIL to gain better results and enhanced performance.

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ITILv3 - 2011 Foundation Training and Certification course
The Information Technology Infrastructure Library (ITIL®) is globally recognized as best practice IT Service
Management framework developed by the Office of Government Commerce (OGC) within the UK government.
It has been developed in collaboration with leading industry experts, consultants and practitioners.
Organizations adopt, adapt and implement ITIL to gain better results and enhanced performance.
Training Program Outline
o Two Days intensive classroom training
o Certification exam on the last day of the training
o Introduction to ITIL - High level overview of ITIL
Course Content Overview
o Service Lifecycle: Introduction to Service Management, understand the fundamental ITIL lifecycle
stages, definitions, processes, functions, roles & responsibilities
o Service Strategy: How to align IT strategy with business goals and expectations
o Service Design: Transform business requirements into strategic solutions
o Service Transition: Manage change, risk, and quality assurance
o Service Operation: Establish day-to-day business operations and customer expectations
o Continual Service Improvement: Strategies for overall process and service improvement
o Exam: Prepares participants to take and pass the ITIL Foundations Certification examination successfully
ITIL 2011 Foundation Exam Details
o Exam Duration : 60 Minutes
o Number of Question : 40 Questions
o Exam Format : Multiple Choices
o Exam Pass Mark : 26 out of 40 (65%)
o Open Book : No
Who should attend ?
Anyone who requires a basic understanding of the ITIL® Framework and how it may be used to enhance the
quality of IT Service Management within an organization.