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ITIL Foundation - E-Learning

NOTE: This course will be held ONLINE in e-learning format. For better understanding of the advantages of learning online with us, as well as information about other e-courses we offer, please visit this LINK.


ITIL is an acronym for Information Technology Infrastructure Library. This course is intended for managers and all IT professionals who will, through this course, get to know the best and most known  framework for managing IT services.


In this course you will learn:

  • how to implement 26 processes of this framework in real environment
  • how to choose the right IT tool for service management which are offered to customers
  • the best practices for ISO/IEC 20000 implementation as the only standard for IT service management


  • Lecture 1Basic ITSM concepts,  basic ITIL framework meaning, ITIL connection to other ITSM frameworks and standards, Service Strategy Phase
  • Lecture 2 - Strategy Management for IT services, Financial Management for IT services, Demand Management, Service Portfolio Management, Business Relationship Management
  • Lecture 3 - Service Design, Design Coordination, Service Catalog Management, Service Level Management, Capacity Management, Availability Management
  • Lecture 4 - IT Service Continuity Management, Information Security Management, Supplier Management, Service Transition, Transition Planning and Support, Change Management
  • Lecture 5 - Service Asset an Configuration Management, Release and Deployment Management, Service Validation and Testing, Change Evaluation, Knowledge Management, Service Operations
  • Lecture 6 - Event Management, Incident Management, Request Fulfillment, Problem Management, Access Management,  ITIL framework functions
  • Lecture 7 - Service Desk, Technical Management, Application Management, IT Operations Management, Continual Service Improvement, 7-Step Continual Service Improvement Process
  • Lecture 8 - ITIL implementation example on practical case of real organisation, certification exam preparation
  • EXAM

Price: 3.950,00 kn + VAT

Price includes: ITIL Foundation lectures, access to certification exam and taking the test, ITIL foundation Certificate

Contact details

ZIH d.o.o., tel: 01/4855-271 , 4855-273; fax: 01/4855-272; e-mail:

How to apply

By sending application form.