Course: ITIL Foundation - Service Management v3

This course provides IT Managers and Practitioners with a practical understanding of the key concepts, principles, processes and functions that enables successful IT Service Management provision.

It also prepares delegates for the ITIL Foundation Certificate Examination. The course is based on the ITIL best practice service lifecycle approach.

Introduction to Service Management

The Service Lifecycle

Key Principles and Models of ITSM

The Processes and Functions

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
- The 7 step improvement process

Explanation of the Functions:

      - Service Desk, Application Management, Operations Management, Technical Management

Organisation structure and key roles- Using the RACI model

Technology and Architecture