| ITIL® V2 Essentials PULTORAK COURSE NUMBER 1962 INTRODUCTION IT organizations are faced with a rapidly evolving environment coupled with a more headcount-constrained staff, where standardization on optimal systems and procedures is a critical success factor. The Information Technology Infrastructure Library (ITIL®) is a set of best practices that may be used to deliver high quality IT services. The ITIL® body of knowledge represents consensus derived from over a decade of work by thousands of IT professionals worldwide, earning ITIL® recognition as the de facto world standard for IT best practices. The Pultorak & Associates ITIL® Essentials is a two-day course designed to provide a straightforward, no-nonsense introduction to ITIL®. COURSE OBJECTIVES The Pultorak & Associates ITIL® V2 Essentials is an intensive two-day, instructor-led course that provides an overview of all ITIL® components, goals, key terms, responsibilities, and keys to success. Its aim is to prepare participants to pass the ITIL® Foundation Exam and to pit ITIL® concepts and practices to use in their daily work. AUDIENCE IT professionals responsible for developing, supporting, and operating application-based IT services (e.g., messaging) and infrastructure-based IT services (e.g., network services). AT COURSE COMPLETION After completing this course, participants will be able to explain all ITIL® process components, including goals, key terms, responsibilities, relationships, costs and benefits, and keys to success. It will help them prepare themselves to pass the ITIL® Foundation exam and to begin to apply ITIL® concepts and practices in their daily work. PREREQUISITE There are no prerequisites for this course. CERTIFICATION EXAMINATION The ITIL® V2 Essentials course includes the exam leading to the ITIL® Foundation Certificate (the Foundation Certificate in IT Service Management)—a multiple choice examination with 40 questions. COURSE MATERIALS The ITIL® V2 Essentials course includes the exam leading to the ITIL® Foundation Certificate (the Foundation Certificate in IT Service Management)—a multiple choice examination with 40 questions. COURSE OVERVIEW - Module 1: Introduction
- Introduction to ITIL®
- Overview of essential ITIL® concepts
- Module 2: Service Desk, Incident Management, Problem Management
- Service Desk function
- Incident Management
- Problem Management
- Module 3: Change Management, Configuration Management, Release Management
- Change Management
- Configuration Management
- Release Management
- Module 4: Service Level Management, Availability Management, Financial Management
- Service Level Management
- Availability Management
- Financial Management
- Module 5: Capacity Management, IT Service Continuity Management
- Capacity Management
- IT Service Continuity Management
- Module 6: Certification Exam and Application Workshop
- ITIL® Foundation exam revision and test-taking tips
- ITIL® Foundation exam
- Mitigating Risk, Assuring Success
- Student Objectives for Applying ITIL®
- Implementing ITIL®: An Organizational Approach
- Managing Organizational Change
- Module 7: Summary
- Review key learning points
- Final discussion and clarification
FOR MORE INFORMATION OR TO PLACE AN ORDER Contact Pultorak and Associates at (206) 729-1107, info@pultorak.com, or visit our website at
www.pultorak.com. | 
