ITIL Foundation - Service Management v3

Everyone who is 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. Also staff who require the internationally recognised ITIL Foundation Certificate in IT Service Management.

The course provides practical advice to help new and experienced Service Support and Delivery staff to do their job better.

This course is based on the latest version of ITIL - launched in May 2007.

 

The latest version of ITIL (IT Infrastructure Library v3) provides a detailed set of best practice for IT Service Management. This foundation course introduces ITIL as a whole - in the context of the service lifecycle.

ITIL embodies practices deployed by the world's most successful organisations to optimise their IT services.  This Foundation course will introduce key ITIL processes including Service Level Management, Service Continuity, Configuration Management, Release Management, Incident and Problem Management.

The ITIL v3 Foundation Certificate exam is taken on the final day of the course.

The course will enable delegates to:

• Explain the concept of Service Management
• Explain the objectives and business value for each phase of the Service Lifecycle
• Define key ITIL terminology
• Understand how key ITIL processes contribute to the Service Lifecycle
• Explain the role, objectives, organisational structures, staffing and metrics of the Service Desk function
• Account for the range of Service Management roles
• List generic requiremnets for a set of Service Management technologies and understand how service automation assists with integrating Service Management processes 

A basic level of IT literacy.

• 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

 

The ITIL v3 Foundation Certificate in IT Service Management examination is taken on the final day.  It is a closed-book, one hour, multiple-choice paper.