ITIL® Course Curriculum Overview Course Delivery All of our courses are delivered in virtual format – meaning you just need an internet connection and certain system requirements, details of which will be provided to you.  Virtual courses are presented from 9:00 – 5:00 ET each day of the course or partial day course delivery programs (3:30 – 6:30 pm ET) for the duration of the class. Exam Format A certification exam is included in the cost of each course.  All exams are provided by PEOPLECERT and offered via two options: 1. Students receive a voucher for an online, live video proctored exam.  Students schedule the exam at a date and time of their convenience.  This option is paper-based and administered by a student selected proctor. Zenetex works with the student and proctor to select a date and time that is convenient.  Learning Objectives and Course Descriptions: FOUNDATION IN IT SERVICE MANAGEMENT This official ITIL Foundation certification course provides you with a general overview of the IT Service Management Lifecycle which is outlined in ITIL’s five core books – Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. ITIL’s “service lifecycle” consists of 26 processes and four functions. This course prepares participants for the examination leading to the Foundation Certificate in IT Service Management.  The exam is 60-minute, 40 questions, multiple-choice format; a passing mark of 65% is required to receive your certificate.  Two sample exams are delivered during the course to help prepare attendees for the final exam. LEARNING OUTCOMES The course is designed as an introduction to ITIL and enables you to understand how an integrated ITSM framework can be utilized to achieve IT business integration, cost reductions and increased productivity. The agenda includes: What is ITIL; its strategic and operational benefits; and an overview of ITIL’s certification program ITIL’s key concepts, definitions and objectives ITIL’s “service-driven lifecycle” approach, and the structure, components and processes and functions of the five core ITIL books. For each of the five core books and the related processes and functions, the course provides: o A high-level description of the main activities, goals and benefits o Process interrelationships and interdependencies, what “process integration” and “business integration” really mean o Key metrics and management reporting The course prepares you for the examination leading to the Foundation Certificate in IT Service Management. This certification is the prerequisite for the Intermediate and Expert levels of ITIL certification. WHO SHOULD ATTEND? ITIL Foundation is suitable for anyone working in IT services requiring more information about the ITIL best practice framework. PREREQUISITES There are no mandatory prerequisites, however it is recommended that you read through the ITIL Foundation syllabus prior to the start of the course. Work experience in IT services is recommended.