ITILF: ITIL 2011 Foundation | IT Training & Certification | Info Trek
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ITILF: ITIL 2011 Foundation


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Starting From
RM 2600.00
  1. 21 Hours
  1. HRDF SBL Claimable
  2. Certificate of Attendance available
  3. 90 days of access from date of activation
Starting From
RM 3200.00
  1. 3 Day with 08 hours per day
  1. Mon 17 May 09:00 - Wed 19 May 17:00
  1. HRDF SBL Claimable
  2. Certificate of Attendance available
  1. 3 Days
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ITILF: ITIL 2011 Foundation


This course introduces the principles and core elements of IT Service Management (ITSM) based on the ITIL® v3 set of best practices

This course has been enhanced with Quint's exclusive business simulation Quintegrator; where the ITSM lessons learned will be reinforced through role playing and insightful examples from experienced instructors


  • IT Managers, IT staff and process owners
  • Application, project and business managers directly involved in IT
  • Any member of an IT organization in delivery of IT services


No mandatory prerequisites, although experience in IT or related fields is recommended


This program will be presented via interactive lecture and practical hands-on activities


This is a three (3) day course that will prepare participants for the certified ITIL® v3 Foundation exam, which is an integral part of the course curriculum


Upon completion of this program, participants should be able to :

  • Understand the main processes, relationships, benefits and challenges of ITIL® v3
  • Gain insight into the holistic service lifecycle approach that forms the core of ITIL® v3
  • Understand how these processes contribute to making an IT organization manageable
  • Learn the most important ITIL® v3 definitions
  • Gain access to a standardized vocabulary
  • Prepare yourself for the certified ITIL® v3 Foundation examination

Expand All


Introduction To ITIL
  • Service Management as a Practice 1:45
  • Business and IT
  • Definition of Service
  • Definition of Service Management
  • The IT Organization
  • Process Model
  • Characteristics of Processes
  • Organizing IT Service Management
  • Service Lifecycle Stages
  • ITIL v3 Processes and Functions
  • ITIL Certification Scheme

Service Operation
  • Objectives
  • Terminology
  • Event
  • Alert
  • Incident
  • Service Request
  • Problem
  • Workaround
  • Known Error
  • Known Error Database
  • Service Operation Processes (Objectives, Roles, Concepts, Metrics)
  • Event Management
  • Incident Management
  • Request Fulfillment
  • Access Management
  • Problem Management
  • Service Operation Functions (Objectives, Roles & Structure)
  • Service Desk
  • Technical Management
  • IT Operations Management
  • Applications Management

Service Transition
  • Value to the Business
  • Service Transition Processes
  • Change Management (Objectives, Roles, Concepts, Metrics)
  • Service Change & Types of Change
  • Request for Change
  • Seven R’s of Change Management
  • Change Advisory Board
  • Service Asset & Configuration Management
  • Objectives, Roles
  • CMS & CMS components
  • Assets & Configuration Items
  • Release & Deployment Management (Objectives, Roles, Concepts, Metrics)
  • Service V Model
  • SKMS
  • Service Validation & Testing
  • Evaluation
  • Knowledge Management (Objectives, Roles, Concepts, Metrics)
  • DIKW Model
  • Service Knowledge Management System
  • Transition Planning & Support

Service Strategy
  • Why have a Service Strategy
  • Goals and Objectives
  • Service Value
  • Assets
  • Service Strategy Main Activities
  • Service Strategy Processes
  • Service Portfolio Management
  • Demand Management
  • Financial Management
  • Terminology
  • Utility & Warranty
  • Business Case
  • Capabilities & Resources
  • Service Assets
  • Service Catalogue (Business & Technical)
  • Service Portfolio

Service Design
  • Objectives
  • Value to the Business
  • Service Design Manager
  • Service Portfolio
  • Service Catalogue
  • Service Design Package
  • 4 P’s (People, Processes, Products, Partners)
  • Technology & Architecture
  • Sourcing Approaches
  • Service Design Processes (Objectives, Roles, Concepts, Metrics)
  • Service Level Management
  • Service Catalogue Management
  • Capacity Management
  • Availability Management
  • Service Design Processes (Objectives, Roles, Concepts, Metrics)
  • IT Service Continuity Management
  • Information Security Management
  • Supplier Management

Continual Service Improvement
  • Goal and Objectives
  • Scope
  • Models & Processes
  • Deming Cycle
  • Continual Service Improvement Model
  • 7-Step Improvement Process
  • Measurement & Metrics
  • Activities
  • Baseline
  • Interfaces
  • CSI Manager
  • Service Owner
  • Risk Management

Glossary Of Terms
Sample Exam 1
Sample Exam 2
Noordin Bin Aboo Talib Khalid

Noordin Bin Aboo Talib Khalid

Noordin Aboo Talib Khalid has over 13 years of working experience in Information Communication Technology (ICT) industry, especially in automotive manufacturing and logistic areas. He specializes in ITIL (Expert), Cobit, Prince2 and ISO20000

He has an analytical, professional skill with strong result oriented work ethic and emphasis on strategic planning and decision-making. He has experienced in large system development work including managing a complex integrated logistics and manufacturing implementation projects. He is able to negotiate and balance competing business issues, anticipates strategic project requirements, migration, development and risks, and is able to communicate effectively with all levels of professionals within the organization.

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Olivia Lee Pei Wern

Olivia Lee Pei Wern

Olivia Lee graduated from University of Warwick, United Kingdom with a BSc. in Industrial Economics.

She is an ITIL V3 Expert and a certified ISO/IEC 20000 Consultant and Auditor.

Olivia has over 16 years of experience in service management and strategy consulting, project management, user training and communication. She has previously worked with KPMG Consulting and Accenture providing governance consulting; and implementing and supporting efficient SAP and/or Oracle ERP systems. Her work experience has taken her to multiple countries within the APJ region, as well as to the UK. She has delivered IT service management engagements across the region, ranging from ITIL assessments, process design, service improvement and roadmap planning. She has also been involved in IT transformation strategy and planning engagements, providing IT strategy consulting and implementation to realize their transformation objectives. She provides thought leadership consulting to enterprise customers with regards to Strategy and Planning, Service Management, Operations Improvement and Organizational Design. She advises customers on “Running IT as a Business", providing industry experience and best practice know-how on process improvement and organizational alignment.

In many previous engagements, Olivia has successfully addressed a customer's needs and developed a workable solution based on best practices, proven methodologies and frameworks. Her strengths are in understanding a customer's needs, expected future state and working closely with the customer to define, develop and deliver value to the organization; and building a trusted relationship with the customer. By leveraging her experience and expertise in IT strategy planning, process consulting, value engineering and realization engagements, she has delivered and led multiple successful projects and achieved consistently high customer satisfaction results.

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Aaron Ho Khong

Aaron Ho Khong

Aaron Ho is certified in ITIL V3 Intermediate, Prince2 Practitioner and Project Management Professional PMP). He has over 14 years of working experience in the information and communication technology industry specializing in Telecom Value Added Services Management, Contact Center Management and IT Service Management.He has good analytical and business acumen skills which helps him to better understand business needs and identify opportunities. He is result oriented with good work ethics and is able to translates business goals into project/program requirements and engages the stakeholders to obtain expertizes, resources and support.His emphasis is on strategic planning, decision-making, negotiating, balancing competing business issues, anticipating strategic project requirements, migration, development and risks. He communicates effectively with all levels of professionals within the organization. Read More

Kaustuv De

Kaustuv De

Kaustuv has had 10 years of experience in Information Communication Technology (ICT) industry especially in Retail, logistics and IT Service Management in Asia and Europe. He has an analytical, professional skill with strong result oriented work ethic. He places emphasis on strategic planning and decision-making. Kaustuv is experienced in large system development work. This includes managing complex integrated logistics and manufacturing implementation projects. He is able to negotiate and balance competing business issues and anticipate strategic project requirements such as migration, development and risks. He is also a skilled communicator.Kaustuv is an accredited trainer with the APM Group & EXIN. He has successfully trained and coached more than 2000 IT professionals within Asia Pacific and the Middle East, including India, Malaysia, Dubai and Singapore.
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Raja Segaran AL Amasi

Raja Segaran AL Amasi

Raja Segaran Amasi has over 10 years of working experience in ICT operations with large telecommunication and outsourcing companies. During this period, he was involved in multiple projects in process improvement to achieve organizational efficiency.He was actively involved in the setup of an IT service desk and service management best practices process (incident, problem and change management) implementation within the IT support structure. His specialization is in data centre operations and service operations. During his professional career with a large outsourcing company, he was actively involved in ISO20000 certification and in the initial stage of design ITIL based service management process owners for at least 3 processes.Raja Segaran's strengths are his seniority, combining experience and helicopter-view, sense of humour and enthusiasm. He strongly believes that IT is about achieving results together and being a team player. His impressive list of clients included DH: ITSC, Shell IT International, Dell Asia Pacific, HP India, Microsoft Thailand, Microsoft Korea, EMC Australia, Wipro India, Infosys India, Siemens India, Prudential Asia Pacific, Intel Penang, AMD Penang, CSA Penang, Fairchild Semiconductor Penang and MISC. Read More

Edwin Toh Choong Kiat

Edwin Toh Choong Kiat

CK Toh is an IT professional with broad international experience in managing IT shared services, project management and end-user support. As a committed consultant with ITIL® .Expert certification, CK utilizes his professional yet relaxed and personable communication style to provide high quality education and consulting services, particularly in ITIL ® best practices. In addition to assisting organizations align theory and practice, CK also delivered presentations at industry special events, workshops and conferences. Read More

Kui Tze Lin

Kui Tze Lin

Experienced consulting in the IT industry focusing on supporting the operations of supply chain planning and optimizing solutions. Started career in IT as a technical/application support consultant. In less than 2 years, he was promoted as the Team Lead to set up and run 24/7 support operations before taking up the role as an Account Manager in 2017.As a grew up in a family of educators are potential life changers and able to facilitate someone to be successful in life. Since his high school and college days, he enjoyed imparting his knowledge to his peers who needed help by organizing group study sessions. Once he finished his A-level examinations, he was teaching in a primary school for half a year before he started university. After he graduated, he continues to deliver customized 1-on-1 tutoring high school pupils during weekends simply because he loves teaching and helping other. Read More

Sean Low

Sean Low

Sean Low is a Diploma holder in Graphic Design from Saito Academy & Higher Diploma and Master's Degree in Business with Infromation Technology from University of Northumbria, NewCastle. He is Management Consultant for Pink Elephant with the responsibility for delivery (consulting projects), training and development in the Asian region. Service Management Process and Applications Manager with the responsibilities of defining, documenting and implementing IT service management processes and policies across the World Vision International (WVI) global partnership that consists of more than 50 countries. Technical Services Manager with HP (formerly EDS) with the responsibility of managing the Wintel support team with 100-150 staffs supporting over international/multinational customers which includes daily operational responsibility for people, customer and day-to-day project management activities of the team. IT Manager for Malaysia's premier business weekly The Edge. Responsibilities include managing a team of web designers, programmers and system support staff. Other responsibilities include providing strategic direction to implementation of IT processes within the organisation Read More

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