The IT Infrastructure Library® (ITIL®) is the most widely accepted approach to IT service management
in the world. ITIL® is a best practice framework that has been drawn from both the public and
private sectors internationally. It describes how IT resources should be organised to deliver business
value, documenting the processes, functions and roles of IT Service Management (ITSM).
This Foundation course is designed to enable delegates to understand the disciplines and processes
that help service management staff to deliver and support quality products and services. During the
course, delegates will gain knowledge of the internationally recognised best practice terminology,
structure, basic concepts and the core principles of ITIL® V3 practices for Service Management.
At the end of the course participants will be ready to sit the ITIL V3 Foundation examination.
Target Audience
This course would benefit in particular:
• Individuals who require a basic understanding of the ITIL® V3 framework and how it may be used to enhance the quality of IT service management within an organisation.
• IT professionals that are working within an organisation that has adopted and adapted ITIL® V3 who need to be informed about and thereafter contribute to an ongoing service improvement programme.
It will also benefit:
IT Service Providers
IT Directors and Managers
CIO’s
Business Managers
Service Management Consultants
and Contractors
Business Process Owners
Course Content
This course provides a brief introduction to the syllabus administered by the APM Group, including:
Service Management as a practice – to define service and to comprehend and explain the concept of service management as a practice.
The Service Lifecycle – to understand the service lifecycle and explain the objectives and business value for each phase of the lifecycle.
Service Strategy – covers processes, functions, roles and models including:
Service Portfolio Management, Financial Management (IT), Demand Management, Service Models, Service Owner.
Service Design – covers processes, functions, roles and models including:
Service Level Management, Availability Management, Capacity Management, IT Service Continuity Management, Security Management, Supplier Management, Design Manager, Service Level Manager.
Service Transition – covers processes, functions, roles and models including:
Change Management, Release and Deployment Management, Service Asset and Configuration Management, Service ‘V’ Model, Change Manager, Service Asset Manager.
Service Operation – covers processes, functions, roles and models including:
Incident Management, Problem Management, Event Management, Request Fulfilment, Access Management, Service Desk, IT Operations Management.
Continual Service Improvement – covers processes, functions, roles and models including:
The 7 step improvement process, Plan, Do, Check and Act, Continual Service Improvement Model, Process Owner.
Pre-Requisites
Delegates should have an understanding of IT Service Management but there are no specific pre-requisites.
Accreditation
Multiple-choice
One hour duration
40 questions
Minimum of 26 correct answers to pass
Closed-book
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