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ITIL Foundation

✓  Fully Accredited ITIL® Course

✓  Includes Course Materials, Exams & Certificates

✓  Real world examples that don’t just teach you to pass the exam

Course Information

This course provides a firm foundation in IT Service Management best practices principles and processes. The course is based on the IT Infrastructure Library (ITIL®). 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.

The course concentrates on the IT Service lifecycle, considering overall business strategy, service design, transition and operation, all within a continual service improvement environment.

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 behavior
  • Proactive prevention of failures

Continual Service Improvement

  • Plan-Do-Check-Act and the process improvement model
  • Performance measurement
  • The 7 Step improvement cycle

There are no mandatory pre-requisites although some experience in IT is recommended. Anyone who is working in any aspect of IT Service Management, whether implementing a service improvement program, involved with one or more of the IT Service Management processes or just wanting to gather some ideas and advice for improvement will benefit

The Foundation Certificate is awarded to candidates who pass a one-hour multiple choice examination held at the end of the course. It is a stand-alone qualification in its own right, and also satisfies the pre-requisites for entry to further ITIL® courses and many related courses such as ISO/IEC 20000 Consultancy.

The following will be included in this ITIL Foundation training course:

  • ITIL® Foundation level Examination
  • Pre-course learning material
  • ITIL course materials
  • Accredited ITIL® Instructor
  • Certificate
  • Refreshments

Dates and Prices for ITIL Foundation

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Cardiff
December 10, 2018 £795.00
Available
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Cardiff
February 25, 2019 £795.00
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Cardiff
April 24, 2019 £795.00
Available
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All quoted prices are exclusive of VAT for consumers who pay no VAT or can recover VAT. The current rate of VAT is 20% for consumers that are required to pay VAT. All course bookings are subject to availability.

Frequently Asked Questions

What time does the ITIL course start and finish each day?

The course is held over 3 days, with the training sessions running from 09:00am – 5:00pm. Sample exam questions are used to help familiarise delegates with the nature of typical exam questions. The final examination is held on the afternoon of the third day, and takes 1 hour.

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Our registered office and postal address is 50 Commercial Road, Newport, Gwent, NP20 2PE

All quoted prices are exclusive of VAT for consumers who pay no VAT or can recover VAT. The current rate of VAT is 20% for consumers that are required to pay VAT.
All course bookings are subject to availability.