Course Ref: 38730
Course: ITIL Foundation - Service Management v3
Course Summary
This intensive 3-day course for those IT professionals involved in the delivery of business-focused IT services. It is aimed at all personnel who wish to become familiar with Best Practice for IT Service Management, as defined in the OGC IT Infrastructure Library. It also provides participants with an opportunity to gain a recognised entry-level professional qualification in IT Service Management. This certificate is a pre-requisite for further ITSM-related education.
Course Outline
The syllabus for the Certificate is based upon two volumes of the IT Infrastructure Library and covers the areas of Service Delivery and Service Support.
The format of the event is interactive and throughout the course understanding of the material will be assessed through the use of exercises and examination-style questions. At the end of the course, participants will sit a short multiple-choice examination leading to the ISEB Foundation Certificate.
Objectives
Attendance on this course will enable participants to:
• Describe the key ITSM processes, roles and responsibilities and the interfaces between them
• Explain the key benefits of an ITSM based approach to Service Management
• Describe some of the practical issues and costs associated with an ITSM implementation
• Prepare to undertake the ISEB examination for the ITSM Foundation Certificate
Pre-Course Requirements
A basic level of IT literacy is required.
Who Should Attend?
This course is intended for anyone who is involved in implementing Best Practice for Service Management or Service Delivery; those who need to deliver services to agreed standards; those who need to manage the procurement of services. It is also suitable for anyone tasked with developing, delivering and supporting new or existing applications and services. Typically, this includes application developers, administration, implementation, delivery, support, and relationship management staff.
Examination
The examination is “closed book”, with 40 multiple-choice questions to be completed within one hour. The pass mark is 65%, or 26 correct answers.
Follow-On Courses
ITIL Practitioner Courses:
Service Level Management
Problem Management
Change Management
Release Management
Service Desk and Incident Management
Configuration Management
Where & When
| Location | Liverpool |
|---|---|
| Start Date | 15 Sep 08 |
| Price (ex. VAT) | £695.00 |
| Venue Info | Liverpool - The Gateway Centre |
| Residential | No |
| Availability | Full |
| Duration | 3 days |
| Delivered As | Venue and on-site |
| Exam Included | Yes |
| Course Ref | 38730 |
