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Training Course Summary:

This three-day instructor led course in an intensive, interactive workshop consisting of formal lecturing, discussions, exercises, presentations and mock examination questions.

On the last afternoon of the course there is a 40 question multiple choice examination of one hour.

The main objective of the ITIL Foundation is to obtain knowledge of the ITIL® terminology, structure and basic concepts and to comprehend the core principles of ITIL practices for Service Management.

The course 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 following the new service lifecycle approach.

The course will also prepare delegates for the ITIL Foundation Certificate in IT Service Management examination.

Training Course Overview/Content:

Introduction to and importance of IT Service Management, the Service Lifecycle and best practice
Concept of Service Management
Key Principles and Model of ITSM
Definition of a Service
Definition between Functions, Roles and Processes
The need for a strong service culture
Topics include
The Service Lifecycle

The objectives and business value for each phase of the Service Lifecycle and 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