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Apex Global

ITIL 2011 Foundation VN

Learning Objective

At the end of the training, participants are expected to:

  • Identify and appreciate the various ITIL processes involved in IT Service Management
  • Learn the key business benefits of these processes and how to integrate them into your business’ IT services model
  • Gain insights into the synergy between organizational IT and the overall business
  • Learn ITSM concepts via an exciting and interactive simulation and practical case studies for easy implementation in the future
  • Obtain the “Foundation Certificate in IT Service Management”



Training Contents

Module 1: Introduction to Service Management Lifecycle

  • Introduction/Housekeeping
  • Introduction to key ITIL® concepts
  • IT as a Service
  • Introduction to processes and process management
  • The Service Lifecycle approach

Module 2: Service Strategy

  • Purpose, goal, objectives & Scope
  • Value Creation through Services
  • Assets – Resources and Capabilities
  • Service Strategy – Main activities
  • Service Strategy processes
  • Service Portfolio management
  • Demand management
  • Financial management
  • Business Relationship Management

 Module 3: Service Design

  • Purpose, goal, objectives & Scope
  • Service Design processes
  • The 4 P’s
  • Service Design aspects
  • Service Catalog Management
  • Service Level Management
  • Capacity Management
  • Availability Management
  • IT Service Continuity Management
  • Information Security Management
  • Supplier management
  • Design Coordination

Module 4: Service Transition

  • Purpose, goal, objectives & Scope
  • Service Transition value to the business
  • Technology and architecture in Service Transition
  • Service Transition Processes
  • Transition, Planning and Support
  • Change Management
  • The 7 R’s of Change Management
  • Service Asset and Configuration Management
  • Release and Deployment Management
  • Knowledge Management

Module 5: Service Operation

  • Purpose, goal, objectives & scope
  • Service Operation definitions
  • Service Operations Processes
  • Event Management
  • Incident Management
  • Request Fulfillment
  • Problem Management
  • Access Management

Module 6: ITIL Function

  • The Service Desk
  • Technical Management
  • Application Management
  • IT Operations Management

Module 7: Continual Service Improvement

  • Purpose, goal, objectives & scope
  • Models and Processes
  • The Deming Cycle
  • Measurement and metrics
  • Continual Service Improvement activities
  • Continual Service Improvement model
Target Participant
  • IT Managers
  • IT consultants
  • Key Business Users
  • IT Professionals
  • IT Support Staff
  • Application Manager
  • Project and Business Managers
  • Any member of an IT team involved in the delivery of IT Services.
Key Highlights

Class training methods  
Training Methods1Values

  • CUSTOMISED: Our tailor-made solutions are in line with your business goals, drawing on best practices and proven approaches
  • RESULT-ORIENTED: Our primary objective is the enhancement of business results through continuous evaluation for maintaining focus and accountability
  • COST-EFFECTIVE: Our customized and simple solutions are highly cost-effective
  • TARGETED: We use a combination of approaches and techniques to meet the objectives of our individual clients and organizational needs
  • PROCESS-ORIENTED: Our training programs are process focused, not process bound. We apply standard tools for process streamlining
  • IMPROVEMENT FOCUSED: Our techniques involve robust evaluation, open and honest communication and on-going process upgrading for continuous improvement.
  • IMPACTFUL: Our experts leverage powerful solutions that can deliver the right impetus to your business










Course Pictures
Other Info

Contact Info

Public Training Schedule

Phone: +84 (0)862 718 187               
Email: [email protected]
Please click below link to view our public training schedule

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Perceived by Participants
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