Course Ref: 32337
Course: ITIL Foundation - Service Management v3
Course Summary
The Foundation Certificate course gives a basic understanding of ITSM best practice around ITIL core processes of Service Support and Service Delivery.
The course prepares individuals for the multiple choice examination, which is the entry level for the ISEB/EXIN qualifications in IT Service Management and is a pre-requisite for those wishing to progress onto the Manager’s and Practitioner Certificate courses and examinations.
Course Outline
• Three-day course (public or customer-specific on-site)
• One-hour multiple choice examination with free retake option
• One-hour multiple choice examination with free retake option
Objectives
• To enable delegates to understand how an integrated framework, based on ITIL best practice guidelines, enables an organisation to support and deliver quality IT services.
• To prepare delegates for the ISEB/EXIN Foundation Certificate in IT Service Management.
Who should attend?
This course is for IT Practitioners and Managers involved in the delivery and support of IT services who require a basic understanding of IT Service Management processes.
Professional qualifications
On the third day of the course, delegates sit a one-hour multiple choice examination. It is a prerequisite for the ISEB/EXIN Practitioner and Managers Certificates in IT Service Management.
Afiniti offers a free retake for delegates attending the Foundation course.
Overview
This course is based upon the OGC ITIL books on Service Support and Service Delivery. Formal lectures are supplemented by assignments which consolidate knowledge and allow delegates to try out ideas. There is a strong emphasis on achieving a service culture within organisations.
Afiniti only uses experienced practitioners to deliver training courses who can discuss and advise on implementation and improvement issues. This course and the lecturers who deliver the course are all accredited by the ISEB.
Content:
Introduction to IT Service Management
• The need for a service culture
• People, process and technology
Service Level Management
• What is an SLA and its purpose?
• Typical contents
• The process
Availability Management
• Methods and Techniques
• Calculating Availability
• Designing for Availability
• Methods and Techniques
• Calculating Availability
• Designing for Availability
IT Service Continuity Management
• Business Impact Analysis
• Strategy and Risk Management
• Operational Management
• Business Impact Analysis
• Strategy and Risk Management
• Operational Management
Financial Management for IT Services
• Budgeting
• IT Accounting
• Charging
• Budgeting
• IT Accounting
• Charging
Capacity Management
• Planning for future Capacity
• Managing current Capacity
• Business, Service and Resource Capacity
• Planning for future Capacity
• Managing current Capacity
• Business, Service and Resource Capacity
Configuration Management
• Concept of Configuration
• Basic Principles
• How Configuration underpins ITSM
• Concept of Configuration
• Basic Principles
• How Configuration underpins ITSM
Service Desk
• The purpose and importance of the Service Desk
• Service Desk options
• Skill profiles
• The purpose and importance of the Service Desk
• Service Desk options
• Skill profiles
Incident Management
• Goal of Incident Management
• The process
• Relationship to Service Desk
• Goal of Incident Management
• The process
• Relationship to Service Desk
Problem Management
• Goal of Problem Management
• Proactive Problem Management
• Reactive Problem Management
• Goal of Problem Management
• Proactive Problem Management
• Reactive Problem Management
Change Management
• Roles in Change Management
• Change Lifecycle
• Interface to Release and Configuration Management
• Roles in Change Management
• Change Lifecycle
• Interface to Release and Configuration Management
Release Management
• Definitive Software Library
• Definitive Hardware Store
• Release strategy
• Definitive Software Library
• Definitive Hardware Store
• Release strategy
Documentation
Comprehensive documentation is provided along with a copy of the it SMF’s IT Service Management Pocket Guide.
Comprehensive documentation is provided along with a copy of the it SMF’s IT Service Management Pocket Guide.
What next?
After completing this course, delegates can attend:
• ISEB Manager's Certificate in IT Service Management
• ISEB Practitioner courses covering individual processes (Change Management, Problem Management, Service Level Management)
• Planning to Implement
• Management and Leadership Skills
Where & When
| Location | Manchester |
|---|---|
| Start Date | 15 Sep 08 |
| Price (ex. VAT) | £895.00 |
| Venue Info | Stockport - Bredbury Hall |
| Residential | No |
| Availability | Full |
| Duration | 3 days |
| Delivered As | Venue and on-site |
| Pre-course Reading | |
| Some pre-course reading is required. | |
| Exam Included | Yes |
| Course Ref | 32337 |
