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Course ITIL® Foundation Certificate in IT Service Management
  • Course Duration3 Days
  • Course Options
    Public Scheduled
    Public Scheduled
    Fixed content, fixed date, fixed location, fixed length, multiple organisations - All you need to do is choose which course you would like to attend and contact us to book!
    Private
    Private
    Flexible content, flexible date, flexible location, variable length, private to your organisation - Courses can be held at one of our training venues or at another location convenient to you. Training can be set over a number of days or weeks to allow for practice time between training sessions.
Overview
ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.

An intensive, enjoyable 3-day course that provides a firm foundation in IT Service Management best practices principles and processes. The course is based on V3 of the IT Infrastructure Library (ITIL) and is fully accredited by ISEB. Certification also provides an entry pre-requisite for related courses

Delegates will gain a clear understanding of the service management lifecycle principles and key processes, and how they relate to the business, customers and industry standards.

You will learn from many real world examples and discover approaches to help you implement and apply service management principles.
Prerequisites
    • There are no mandatory prerequisites although some experience in IT is recommended. Anyone who is working in any aspect of IT Service Management, whether implementing a service improvement programme, involved with one or more of the IT Service Management processes or just wanting to gather some ideas and advice for improvement will benefit
What's included
    • For courses held on our premises, complimentary tea, coffee and biscuits are available. Lunch is not provided, however, there is a wide variety of eateries within a short walk of the centre.
    • Exam fees
    • Comprehensive course materials and exercises
Course Content
    • Introduction
      Aims and Objectives
      The need for professional service management
      Overview of ITIL and relationship to ISO/IEC 20000 (the IT Service Management standard) and other industry standards and practices
      Quality Management in IT Service Management
    • Service Strategy and Design
      Ensuring IT strategy aligns with the overall business
      Using the Service Portfolio
      Developing and maintaining Customer and Supplier relationships
      Service Level Agreements - What to include and what to leave out
      Managing Security, Availability and Continuity of services
      Predicting, defining, optimizing and measuring availability
      Risk assessment and management
      Creating, testing and maintaining recovery plans
      Financial and Capacity Management
      Establishing the true cost of providing a service
      Forecasting and managing the future IT infrastructure requirements
    • Service Transition
      Managing Assets and Configurations, Changes, Release and Deployment
      The organisational issues
      Identifying, documenting and managing the infrastructure, its components and their inter-relationships
      Assessing the risks, costs and benefits of changes
      Issues of testing and acceptance of changes and releases
      Handling all types of changes and releases promptly and safely
      Managing successful roll-outs of new and changed services
    • Service Operation
      The Service Desk
      Managing incidents, events, service failures and service requests
      Managing and resolving problems and recurring failures
      Analysing trends in service behaviour
      Proactive prevention of failures
    • Continual Service Improvement
      Plan-Do-Check-Act and the process improvement model
      Performance measurement
      The 7 Step improvement cycle

 

Course Dates Please contact us to discuss dates for this course, thank you

 

IT Training Solutions Ltd
Oakville, 14 Durham Road West, Bowburn, Durham, DH6 5AU
0191 377 8377
ittrainingsolutions.co.uk

Printed: 20 Mar 19

 

 

 

Contact us

  • Name*:*
  • Organisation:
  • Telephone:
  • Email:*
  • Message*:*
  • Send me a copy of this email
  • Send me course updates from time to time via email

    Your subscription will naturally terminate after your chosen time limit. We will get in touch just before the end so that you can subscribe again if you would like to continue receiving information after that point.

* Required Fields