Course: ITIL Foundation v3

The course is in the format of a detailed, modular introduction to the concepts. It covers terms, definitions, benefits, objectives, and relationships within the IT service management lifecycle.

The course is based on principles described in the five Core ITIL Service Management books. The course prepares participants for the examination leading to the Foundation Certificate in IT Service Management.

Examination:
The course cost is inclusive of the fee. The course finishes with a one-hour multiple choice examination paper.

Learning Objectives:
- Understand ITIL and what it can do for Service Management.
- Understand how to implement ITIL, maximize your benefits while minimising your risks and costs.
- Understand leadership's role in the successful application of ITIL.

1. Service Strategy

Provides guidance on how to design, develop and implement Service Management, not only
 as an organisational capability but also as a strategic asset.Service strategy is about ensuring that organisations are in a position to handle the costs and risks associated with the services they deliver. Decisions made with respect to Service Strategy have far-reaching consequences, including those with delayed effect.

2. Service Design

Provides guidance on how to design, develop services and Service Management processes.Service Design covers design principles and methods for converting strategic objectives into portfolios of services and service assets.  Service Design guides organisations on how to develop design capabilities for Service Management. 

3. Service Transition

It provides guidance on the transition of new and changed services into live operations. It provides guidance on managing the complexity related to changes – preventing undesired consequences while allowing for innovation.

4. Service Operation

Provides guidance on achieving effectiveness
and efficiency in the delivery and support of
services to ensure value for money.Guidance is provided on maintaining stability, fixing problems, scheduling operations, controlling demand and optimising capacity utilisation while allowing for changes from both the reactive and proactive perspectives.

5. Continual Service Improvement

Provides guidance on how to design, develop and implement Service Management, not only as an organisational capability but also as a strategic asset.Service strategy is about ensuring that organisations are in a position to handle the costs and risks associated with the services they deliver.

6. Service Strategy

Provides instrumental guidance in creating and maintaining value for customers through better design, transition and operation of services.  It combines principles, practices and methods from quality management, change management and capability improvement. Guidance is provided for linking improvement efforts and outcomes with service strategy, design, transition and operation.