ITIL® 2011: Management and Governance of TI Processes and Services


overall satisfaction for this course

?Average calculated from scores obtained from 53 participants who took this course.
See the training dates
  • Duration 0.5 days
  • Regular fee 560
  • Preferential fee 500?
  • Locations
    • Virtual Classroom


To provide the knowledge and skills required to understand the roles of the process owner, the process manager and the service owner, as defined by ITIL®. These roles will be defined with reference to the daily activities of maintenance and continual process improvement.

Targeted audience

Anyone responsible for implementing, maintaining or improving one or more of the ITIL® processes, or responsible for service delivery.


ITIL® 2011 Foundation Certification, ITIL®V3 Foundation Certification (Course TI111), or having passed the V2 to V3 upgrade exam.

Special Note

The course schedule is from 9:00 AM to 5:00 PM. The course is provided by Accredited Training Organisations (ATOs) by APMG International.

  • Maximum class size: 18
  • Course length: 7 hours
  • Number of ITIL® V3 credits: none

Training Details


  • The process owner and service owner roles
  • Understanding the role and the responsibilities of the process owner
  • The contribution of the process owner in the domains of technology, personnel and, above all, organization
  • The management techniques and activities required to act as process owner
  • The distinctions between the process owner, the process manager, the service owner and the service level manager roles
  • How these different roles interact with each other and contribute to service governance
  • Process control indicators
  • Audits and process verification
  • Communication
  • Intra- and inter-organization meetings
  • Responsibilities and the areas of authority
  • Distinctions between the process owner and the process manager
  • Distinctions between the service owner and the service level manager

Legal Note

“ITIL® is a registered trade mark of AXELOS Limited.” “IT Infrastructure Library ® is a registered trade mark of AXELOS Limited.” "The Swirl logo™ is a trade mark of AXELOS Limited.” "Accredited ITIL® training is provided by Qualiti7 International, a Training Organization certified by PeopleCert."

Customer Testimonials

Very interesting, brings many reflexions.

David D. / Directeur, Gestion des processus TI, Fédération des caisses Desjardins du Québec

Select the training date*

*Unless stated otherwise, all sessions are in French.
  • Virtual Classroom

    September 25 2020

  • Virtual Classroom

    November 24 2020

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