ITIL (Room H134)

Description: ITIL is the most widely accepted framework of best practices for management of IT services. ITIL has been validated across thousands of organizations world-wide.

This exciting and dynamic 3-day course introduces learners to the lifecycle of managing IT services to deliver to business expectations. As well as an engaging case study based approach to learning the core disciplines of the ITIL best practice, this course also positions the student to successfully complete the associated exam, required for entry into the future ITIL Intermediate level training courses.

The ITIL best practice is composed of five core disciplines: Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement. These disciplines represent a service life cycle framework that further enhances alignment to the business while demonstrating business value, ROI and enabling IT to solve specific operational needs.

Instructor: Tim Maxwell created and developed the ITIL training program for Perot Systems Corp. in 2007, producing a 92 percent success rate with students getting certified in the first year of implementation. (The worldwide average was 84-88 percent.) He has gained certifications and accreditation in the entire suite of ITIL classes, including ITIL Expert Certification. Since the acquisition of Perot Systems by Dell, the ITIL Training Program has delivered training in the US, Mexico, Canada and India, both for Dell team members and for their customers.

Maxwell joined Perot Systems in 2000 when he was first introduced to IT Service Management as a practice, which led him to a career in that field. While at Perot Systems, he earned certifications as a Microsoft Certified Systems Engineer (MCSE), Microsoft Certified Trainer (MCT) and Certified Information Systems Security Professional (CISSP).

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  • Introduction
  • Service Design
  • Continual Service Improvement
  • Service Management as a Practice
  • Service Transition
  • Technology and Architecture
  • Service Lifecycle
  • Service Lifecycle
  • Service Transition
  • Exam Preparation
  • Service Strategy
  • Service Operation
  • Course Evaluation
  • Service Design
  • Service Operation
  • Exam

Please download and review the following for additional information and track material:

Instructor Links:
ITIL 2011 Foundation.pdf
ITIL Foundation Certificate Syllabus_v5.4.pdf

Optional Certification will be available upon the completion of this track. The exam will be held on Wednesday, Dec. 19th from 3:00p.m. to 5:00p.m. The exam is closed book, forty multiple choice questions. The passing score is 65% or 26 out of 40 questions. The exam lasts 60 minutes. Please note that the certification is OPTIONAL however, each registrant will be responsible for the certification fee of $135.00 which should be made via credit card directly to the vendor. More details in regards to payment will be provided as they become available.


nsf.PNGThis material is based upon work supported by the National Science Foundation under Grants No. 1205077 and 0903239. Any opinions, findings or recommendations expressed in this material are those of the author(s) and do not necessarily reflect the views of the National Science Foundation.