presents

American Management Association Seminars


ITIL® Foundation
Seminar No: 72975-XNBB
18 PDU
Length: 3 days


Learn the process improvements, benefits, and challenges of ITIL..and get your ITIL Expert certification in the process!

In this exciting and dynamic seminar, you will learn how to manage your IT services so that they meet, and exceed business expectations. This course implements a “case study” approach—giving you practical, hands-on experience while you learn the core disciplines of ITIL best practices. After finishing this course, you’ll be well positioned to successfully complete the associated ITIL exam required for entry into the future ITIL intermediate-level training courses.

ITIL covers five core disciplines:

    Service Strategy
    Service Design
    Service Transition
    Service Operations
    Continual Service Improvement
These disciplines represent the service lifecycle—a process which bridges the gap between business and IT services. With an understanding of these core disciplines, you will be able to demonstrate the business value and ROI of IT to business…and solve specific operational needs in the process.

This seminar includes handouts, practice sessions, quizzes, exam strategies, and test-taking tips—all of which will serve as great reference points once the class is completed. The one-hour ITIL Foundation exam will be offered on the last day of class at 3:30 PM.

What You Will Cover
  • Key concepts of ITIL
  • Important principles for improving IT operations
  • Vital processes and functions
  • Practical guidance for applying ITIL to everyday IT situations
  • How to align with business, control costs, and improve IT service quality
  • Strategies to balance IT resources
Who Should Attend

Anyone seeking ITIL Foundation certification and everyone interested in aligning IT with business, controlling or reducing IT costs, improving IT service quality, and balancing IT resources in the most effective manner. All IT professionals, IT project managers, IT managers, IT project or team members, coordinators, network operators, business process analysts, IT architects, consultants, systems integrators, help desk managers and staff, planners, managed service providers, outsourcers, application developers, and other IT-related positions.

Prerequisites: Familiarity with IT terminology and IT-related work experience are recommended.

Extended Seminar Outline

  1. Service Management Defined
    • IT services and what they really do
    • How IT services deliver value to customers
    • Value and importance of IT service management
  2. ITIL Introduction
    • Good practices
    • Ease ITIL adoption
    • ITIL qualification scheme, bodies, and certifications
  3. Service Operation
    • Effectively and efficiently deliver support services
    • Ensure value to customer and service provider
    • Maintain stability while allowing for change
    • Organize to improve IT support to customers
  4. Continual Service Improvement
    • Create and maintain value for customers
    • Importance of better design, introduction, and operation of services
    • Improving service quality, business continuity, and IT efficiency
    • Link improvement efforts to strategy, design, and transition
  5. Service Strategy
    • Design, develop, and implement service management
    • Service management as a strategic asset
    • Setting objectives and expectations
    • Identify and select prioritization opportunities
  6. Service Design
    • Design and develop services
    • Develop processes
    • Design principles and methods
    • Convert strategy into services
  7. Service Transition
    • Develop and improve capabilities
    • Improved methods for transitioning new and changed services into operation
    • Manage the complexity related to changes
    • Prevent undesired results while enabling innovation
  8. Exam-Taking Tips
    • Important techniques to help you pass your exam
  9. Practice Exams
    • In-class and take-home exam preparation
    • Simulated exam
Start and End times: first day - 8:30am-5pm, all other days 9am-5pm unless otherwise specified. Your registration confirmation notice will confirm the hotel/conference center for the seminar for which you registered. The information included on this page is all the information available on this seminar. Please use form below to register only. To request information that is not included above please send an email to . Remember to specify the complete seminar number about which you are requesting information.

For information about bringing a course to your site please call 919-480-2550 or email the registry at .

If this course or the dates/locations below do not have what you are looking for, then click here and we will find it for you right away. It will save you a lot of time and energy finding it yourself.

** Online Registration & Fee Information ** Please use form below to register only. To request information that is not included above please send an email to . Remember to specify the complete seminar number about which you are requesting information.

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After submitting your online registration you will receive registration confirmation and invoice within 7-10 business days. You may pay by credit card or check. Confirmation information will also include location and other pertinent course information.
Always state priority code XNBB to your customer service representative when registering directly by phone.

Note: Prices are subject to change without notice. To confirm the price of your session, select the session above and click “Send”. Discounts apply for groups of three or more people. Call for details. Federal government employees are eligible for special GSA pricing for many seminars.

AMA's main conference centers
Seminars scheduled for the cities below are held at the locations listed below. For location information for other cities in which AMA seminars are held please call or email for information.

New York
AMA executive Conference Center
1601 Broadway New York, NY 10019
American Management Association (Located in the same building as the Crowne Plaza Hotel) 1601 Broadway On Broadway and 48th Street near Times Square. Entrance is on 48th Street.

Chicago
AMA executive Conference Center (adjacent to the Marroitt O'Hare)
8655 west higgins rd
Chicago, IL 60631

San Francisco
AMA executive Conference Center is located in San Francisco Marriott Hotel
55 Fourth Street 2nd Level
San Francisco, CA 94103

Atlanta
AMA Executive Conference Center
Address: 1170 Peachtree Street Ne Cnr Peachtree & 14th (3rd Flr)
City, State, Zip: Atlanta, GA 30309

Washington, DC
Arlington, Virginia
2345 Crystal Drive, Suite 200
Arlington, VA 22202

If you are not paying via credit card, you will receive an invoice with payment instructions.

Cancellation Policy:
If you cannot attend a seminar you can contact AMA in advance to transfer to a future session, or you can send someone to take your place. If you need to cancel your attendance, AMA will give you a complete refund if you cancel more than three weeks before your seminar begins. To cancel, simply email us at . If you cancel with less than three weeks’ advance notice, you will be liable for the entire seminar fee. Once your payment has been received, you may request a courtesy transfer to use at any future AMA seminar of equal or lesser length. The courtesy transfer must be used within one year of the date of your originally scheduled seminar. In fairness to all attendees, if you do not attend a seminar session for which you are confirmed and do not contact AMA to cancel in advance, you will be charged the entire seminar fee.

AMA grants courtesy transfers to people who cannot attend their scheduled sessions. You can use a courtesy transfer for any seminar of equal or lesser length than the original seminar. You must use your courtesy transfer within one year of the date of your originally scheduled seminar.

AMA guarantees the quality of our seminars. If, for any reason, you are not satisfied with a seminar for which you have paid, AMA will give you credit toward another seminar of comparable price or will refund your fee.

You can also register by emailing your registration information to us at or calling us at 919-480-2550.

For additional information and schedules call 919-847-0331.

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