ITIL Foundation
WHO
This course is aimed at IT staff of all levels who are involved in the delivery or support of IT services.
DURATION
An intensive three-day course.
EXAMS
ISEB Foundation Certificate in Service Management.
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
OBJECTIVES
- Articulate the purpose and objectives of Service Management.
- Identify the costs, benefits and problems of introducing and running Service Management.
- Appreciate the ITIL® processes and procedures needed to deliver effective, quality IT.
- Identify the key elements of the eleven ITIL® Service Management disciplines.
- Appreciate the crucial role planning plays in delivering Quality IT services
- Monitor and measure in order to quantify successful Service Delivery.
- Appreciate the crucial role SLA’s play in ensuring both the customer and IT supplier understand an organisation’s business and IT requirements.
CONTENT
- Introduction to and reasons for ITIL®
- Planning for Service Management
- Service Level Management and SLAs
- Understanding, identifying and controlling IT resources
- Effective handling of incidents and problems, speedy restoration of services and resolution of problems
- Understanding the essential role of the Service Desk in delivering quality IT services that delight your customers
- Controlling changes in an organisation and delivering required benefits through controlled release processes
- Capacity planning for IT resources
- Planning for high availability and IT Service Continuity, anticipating large and small service interruptions
APPROACH
An interactive workshop consisting of formal lecturing, discussions, exercises, presentations and preparation for the exam.
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