Introduction to the ITIL Framework


Units: 6


The IT Infrastructure Library (ITIL) framework is a systematic and proven model to maximize the efficiency and effectiveness of IT service provision. ITIL covers all phases of the service lifecycle from strategy generation to continuous improvement. This course covers all five service lifecycle stages and their attendant processes, and prepares students to take the ITIL Foundations certification exam.

Actual ITIL implementation techniques and methods - and real world successes and failures - are reviewed. In the dynamic and complex environment of IT operations, ITIL has proven to be one of the singular mainstays of best practice and has been declared as the ISO/IEC 20000 standard for IT process frameworks.

Learning Outcomes

Upon successful completion of the course, students will have gained a foundation understanding of IT Service Management (ITSM) concepts with particular focus on ITIL.  Specific learning objectives include:

  • Foundational knowledge of all five phases of the service lifecycle: Service Strategy, Service Design, Service Transition, Service Operations, and Continual Service Improvement
  • Introduction to common Key Performance Indicators (KPI) to measure process and service performance
  • Introduction to various “real world” case studies and examples of ITIL being applied to systems, processes, and organizations within the commercial and Government sectors
  • Basic knowledge enabling a student, upon their own initiative, to better prepare for the ITIL Foundation Certification exam

Prerequisites Description