Course: ITIL Foundation - Service Management v3

This course provides all staff from managers to practitioners who have a role both in and around IT with an understanding of the key concepts, processes and functions that your organisation needs to promote successful IT Service Management.  It also prepares delegates for the ITIL® Foundation Certificate Examination. The course is based on the ITIL® best practice Service Lifecycle approach.

The version 2, process based, ITIL ® Foundation Course will be available until 31st December 2007 as a classroom based course. 

Objectives

• Enables delegates to understand how an integrated IT Service Management framework, based on ITIL® best practice guidelines, can be adopted and adapted within their own organisations.
• To provide proven practical guidance on how to successfully introduce an integrated IT Service Management framework based on the ITIL® best practice service lifecycle approach.
• To prepare delegates for the ITIL® Foundation Certificate in IT Service Management examination

 
Who should attend:
 
This course is for managers and practitioners who have a role both in or around the strategy, design, and implementation and on going operation of business IT services and who require an insight into Service Management best practice.

 
Professional Qualification:
  
The Foundation Certificate in IT Service Management, which is a pre-requisite for the all other ITIL-based Certificates in IT Service Management. The examination is a 1-hour multiple choice paper of 40 questions, normally taken at the end of the course.  The pass mark is 65% (26 correct answers from 40 questions).
 
Content

The course is a mix of lecture and discussion with practical coursework. It is based upon the OGC's ITIL® Books:

• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement.

Topics covered include:

Introduction to Service Management   

• The importance of Service Management
• Definition of a Service and Service Management
• The need for a service culture
• Service Management as a practice

The Service Lifecycle   

• The objectives and business value for each phase of the lifecycle
• The main goals and value to the business provided by each phase of the lifecycle covering the 5 core books:
• - Service Strategy
• - Service Design
• - Service Transition
• - Service Operation
• - Continual Service Improvement

Key Principles and models of ITSM   

• The types of service provider
• The five major aspects of Service Design
• The service V model
• The Continual Service Improvement model

The Processes and Functions   

• Define the characteristics of a process
• The objectives, business value, basic concepts, roles and interfaces of:
• - Service Portfolio Management
• - Service Level Management
• - Incident Management
• - Change Management

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

• Generic requirement for an integrated set of ITSM technology