ITIL® Foundation Certificate

This course is available as

1. A tutor-led course (in-house if required) More Details

1. Through interactive e-learning

COURSE OBJECTIVES

First-level training for IT personnel and customers of IT to gain an understanding of the ITIL® terminology.
Delegates will gain knowledge of the ITIL Service Lifecycles, the ITIL® processes, roles and functions. They will also gain an understanding of how the Service Lifecycle provides effective and efficient IT Services which are aligned and underpin Business processes.
The course culminates with an optional multiple choice exam leading to the Foundation Certificate in IT Service Management, a pre-requisite for further ITIL® courses leading to the ITIL® Expert diploma.

COURSE CONTENT

Introduction to IT Service Management and ITIL®

Service Strategy: designing, developing and implementing service management as a strategic asset to align with Business processes.
Service Design: The design and development of service and service management processes.
Service Transition: The building, testing, authorising, documenting and implemention of new and changed services into operation.
Service Operation: The day-to-day support and management of live services
Continual Service Improvement: Creating and maintaining value for customers through monitoring and improving services, processes and technology throughout the lifecycle.

Exam practice: Mock papers

OUTLINE PROGRAMME (3 DAY)

• Introduction: Key concepts of Service Lifecyle and need for “good practises”

• Service Strategy: Service Portfolio Management, Demand Management, Financial Management

• Service Design: Service Catalogue Management, Service Level Management, Availability Management, Capacity Management, IT Service Continuity Management, Information Security Management, Supplier Management

• Service Transition: Knowledge Management, Service Asset and Confi guration Management, Change Management, Planning and Support, Release and Deployment Management, Validation and Testing, Evaluation

• Service Operation: Service Operation Functions, Service Desk, Incident Management, Request Fulfi lment, Event Management, Access Management, Problem Management

• Continual Service Improvement: Reporting, Reviewing, Measuring, Improving

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