ITIL V3 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
- Identify the main components of an IT Infrastructure Library.
- Understand and apply the concepts of Configuration Management.
- Be aware of the main functions of the Service Desk.
- Identify terms, procedures and management reports within Incident, Problem and Change Management.
- Understand the processes and benefits of effective Release Management.
- Identify the functions of Service Level Management and be aware of the ongoing processes involved.
- Describe and measure service availability.
- Understand IT Service Continuity and its implications on IT service quality.
- Understand the basic elements of Financial Management for IT Services.
CONTENT
- What is the IT Infrastructure Library?
- Service Support - Monitoring and Controlling IT Assets
- Service Support - Customer Liaison and the role of the Service Desk
- Service Support - Incident control techniques.
- Service Support - Problem Resolution Mechanism.
- Service Support - Change Control Procedures
- Service Support - Release Management.
- Service Delivery - Service Level Management.
- Service Delivery - Capacity Planning.
- Service Delivery - Availability Management.
- Service Delivery - Financial Management for IT Services.
- Service Delivery - IT Service Continuity.
APPROACH
An interactive workshop consisting of formal lecturing, discussions, exercises, presentations and preparation for the exam.
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