WHO
This course is suitable for all levels of staff.  Its a non-technical course and is suitable for non-technical staff whose effectiveness would be enhanced by a greater understanding of best practices in IT service Management.  This course is suited for anyone who wishes to develop their career by attaining a formal qualification in IT Service Management..


DURATION
An intensive three-day course.


EXAMS
ISEB Foundation Certificate in ITIL®. The examination. Is a one hour, 40 question multiple choice examination (65% is required to pass).


PRE-REQUISITES
There are no formal requisites for the Foundation course, however some familiarity with IT terminology and an appreciation of their own business environment is strongly recommended


KEY LEARNING OBJECTIVES
Attendance on this course will enable participants to:-

• Understand the key principles and terminology used within ITIL version 3.
• Understand why ITIL has become so important today.
• Describe the key IT Service Management processes, roles and responsibilities and the interfaces between them.
• Explain the key benefits of an IT Service Management based approach to Service Management.
• Describe some of the practical issues and costs associated with an IT Service Management implementation.
• Pass the v3 Foundation Certificate examination.

CONTENT / SYLLABUS

Introduction:

Introduction to the importance of IT Service Management, the Service Lifecycle and best practice:

• Concept of Service Management
• Key Principles and Model of ITSM
• Definition of a Service
• Definition between Functions, Roles and Processes
• The need for a strong service culture

The Service Lifecycle: 

The objectives and business value for each phase of the Service Lifecycle and the main goals and value to the business provided by each phase of the lifecycle covering the 5 core books: 

• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement

Key Principles and models of ITSM:

• The types of service provider
• The five major aspects of Service Design
• The service V model
• The Continual Service Improvement model

The Processes and Functions:

Define the characteristics of a process.  The objectives, business value, basic concepts, roles and interfaces of:-

• Service Portfolio Management
• Service Level Management
• Incident Management
• Change Management

The Objectives and basic concepts of:

• Demand Management
• Financial Management
• Service Catalogue Management
• Availability Management
• Capacity Management
• Supplier Management
• Information Security Management
• IT Service Continuity Management
• Service Asset and Configuration Management
• Release and Deployment Management
• Event Management
• Problem Management
• Request Fulfilment
• Access Management.
  

APPROACH
An interactive workshop consisting of formal lecturing, discussions, exercises, presentations and preparation for the exam.

PRICE & LOCATION

• Tunbridge Wells, Swindon, Peterborough, Liverpool, Edinburgh, Cardiff, York, Bournemouth, Nottingham, Exeter- Non Residential  £790 plus vat
• Poole - Non Residential  £870 plus vat

Please see dates and prices section for further information and to book on a course. 

ITIL® is a registered trade mark of the Office of Government Commerce in the United Kingdom and other Countries.  The Swirl Logo is a Trade Mark of the Office of Government Commerce.