ITIL® Foundation

About This Course

Course Code Duration Dates & Prices
ITILF 3 days

Course Overview

This course is designed to introduce delegates to ITIL® best practice and is a prerequisite for any further ITIL IT Service Management qualifications. The course introduces delegates to ITIL terminology and focuses on the service lifecycle phases and where the processes and functions fit within these, to deliver effective and efficient IT services. The course leads to the formal ITIL Foundation Certificate in IT Service Management examination.

Delegates are required to undertake further self-study during the evenings of each course day.

What's Included?

Reading, Materials. Refreshments, Examinations

Target Audience

IT Managers and staff, Project Managers, User Managers, other team members involved in IT Service Management and those wishing to achieve the ITIL Foundation certification.

Prerequisites

There are no prerequisites although a general level of IT literacy and experience in IT and/or liaising between IT and the business is expected.

Course Objectives

This course will enable participants to:

  • To gain an appreciation of the importance of Service Management to IT and the business
  • To understand how ITIL can be used to enhance the quality of IT service management within an organisation
  • To enable comprehension and awareness of key areas of the 5 ITIL core books (Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement)

Course Outline

The following topics will be covered:

An Introduction to IT Service Management

•  What is "Service Management"  •  Understanding customer requirements

Service Lifecycle

•  The objectives and business value of each phase in the lifecycle

Service Strategy

•  Purpose, objectives and scope of Service Strategy  •  Value to the business  •  Value creation through services  •  Purpose, objectives and scope for Service Portfolio Management, Financial Management and Business Relationship Management

Service Design

•  Purpose, Objectives and Scope  •  Value to the business  •  People, Processes, Products and Partners  •  The five major aspects of Service Design (designing Service Solutions, Service management system and tools, Management and technology architectures, Processes, Measurement systems, methods and metrics)  •  Service Design Processes (including Service Level Management, Availability Management, Capacity Management, IT Service Continuity Management)

Service Transition

•  Purpose, objectives and scope  •  Value to the business  •  Service Transition Processes (Transition Planning & Support, Change Management, Knowledge Management, Service Asset & Configuration Management and Release & Deployment Management)

Service Operation

•  Purpose, Objectives and Scope of Service Operation  •  Value to the business  •  Service Operation Processes (Incident Management, Problem Management, Event Management, Request Fulfillment and Access Management)  •  Service Desk function (role, objectives and organisational structures)  •  Roles and objectives of Technical Management, Application Management, IT Operations Management (IT Operations Control and Facilities Management)

Continual Service Improvement

•  Main purpose, objectives and scope of CSI  •  Value to the Business  •  The CSI approach  •  The Deming Cycle  •  The 7-step Improvement Model  •  The role of measurement (baselines and types of metrics)  •  CSFs and KPIs

Technology and Architecture

•  Review of the generic requirements for an integrated set of Service Management Technology

Assessment Method

A one hour exam is taken on day three of the course. It is necessary to pass this exam in order to proceed to the higher levels of ITIL. The exam consists of 40 multiple choice questions and the pass mark is 65%. This is a closed book exam i.e. entrants may not refer to any course materials or their own notes. Delegates who pass the exam will be awarded the Foundation Certificate in IT Service Management.

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