About HDI

HDI, the world’s largest membership association for IT service and support professionals, focuses on establishing best industry practices, developing certification and training programs based on internationally recognized standards, and providing members with timely access to valuable industry resources and events.
 

Course Description

This APM^®-accredited ITIL^® Foundations v3 Certification course provides IT professionals with industry certification of the ITIL best practices framework. During this three-day course, participants wil learn how to improve IT operations and demonstrate overall business value.
 

What you will learn

• Service Strategy — How to align IT strategy with business goals and expectations.
• Service Design — Transform business requirements into strategic solutions.
• Service Transition — Manage change, risk, and quality assurance.
• Service Operation — Establish day-to-day business operations and customer expectations.
• Continual Service Improvement — Strategize for overall process and service improvement.

Course Outline

Unit 1:  Service Strategy – Align IT strategy with business goals and expectations

See how you can identify opportunities to develop services that help meet customer requirements as well as crate a strategy for the design, implementation, maintenance, and continual improvement of the services as an organizational capability and a strategic asset

Unit 2:  Service Design – Transform business requirements into strategic solutions.

Learn how to create a design document which addresses all aspects of the proposed service as well as the processes intended to support it.

Key processes covered:

• Availability Management
• Capacity Management
• Continuity Management
• Service Level management
• Outsourcing and Supplier Management
• Information Security Management

Unit 3:  Service Transition – Manage change, risk, and quality assurance.

Discover how to implement service design activities, create a production service, or modify an existing service.

Key processes covered:

• Planning and Support
• Change Management
• Release and Deployment Management
• Asset and Configuration Management
• Knowledge Management Systems
• Evaluation and Early Life Support
• Managing and Close Transition

Unit 4:  Service Operation – Establish day-to-day business operations

Learn to establish services and functionality and keep customer happy by defining Service level Agreements.

Key processes covered:

• Service Desk Management
• Service Request Management
• Incident Management
• Problem Management
• Operations and System Management

Unit 5:  Continual Service Improvement – Strategize for overall process and service improvement.

Discover how you can continually improve to the quality of the IT services delivered to the business.  This unit addresses all of the processes covered in the above four units. 

Who Should Attend:

IT professionals who want a foundational level understanding of the ITIL Service Lifecycle and processes.

Free ITIL v3 LITE® Course!
All participants in the ITIL Foundation course will also receive one registration for ITIL v3 LITE® – a one hour online introduction and review of the ITIL v3 course.

This is a wonderful opportunity to receive your ITIL v3 Foundation Certification
and then attend our one-of-a-kind annual HEAT User Conference in Savannah, GA.

CreekPointe will conduct class for a minimum of 10 students – maximum of 20.

CreekPointe reserves the right to cancel this class for fewer than 10 students.