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ITIL Foundation Certificate – IT Service Management

About the Course

Course Duration: 3 days
Exam Fees Included

Price From: £925

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This classroom based course leads to the qualification “ITIL® Foundation Certificate in IT Service Management”.

On successful completion of the course delegates will be able to understand:

  • Service management as a practice (comprehension)
  • The ITIL service lifecycle (comprehension)
  • Generic concepts and definitions (awareness)
  • Key principles and models (comprehension)
  • Selected processes (awareness)
  • Selected functions (awareness)
  • Selected roles (awareness)
  • Technology and architecture (awareness)
  • Competence and training (awareness).

The target group of the ITIL Foundation certificate in IT Service Management is drawn from:

  • Individuals who require a basic understanding of the ITIL framework and how it may be used to enhance the quality of IT service management within an organization.
  • IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement programme.

Entry Requirements

Candidates wishing to be trained and examined for this qualification should have a general awareness of IT and appreciation of their own business environment and should take the opportunity to do some pre-course reading focusing on the documentation provided.

Exam

The course will consist of formal lecturing, group discussions, in-course assignments, and practice examination papers. Overnight reading of about 1 hour will be required.  The afternoon of day three will be devoted to the examination (60 minutes).

Course Objectives

On successful completion of the course delegates will be able to understand:

  • Service management as a practice (comprehension)
  • The ITIL service lifecycle (comprehension)
  • Generic concepts and definitions (awareness)
  • Key principles and models (comprehension)
  • Selected processes (awareness)
  • Selected functions (awareness)
  • Selected roles (awareness)
  • Technology and architecture (awareness)
  • Competence and training (awareness).

Syllabus – Key points

Service Management as a practice –

  • What is a service?
  • What is service management as a practice?

The Service Lifecycle –

  • Understanding the service lifecycle and the objectives and business value for each phase in the lifecycle.

Key Concepts –

  • Understanding the key concepts and terminology used within Service Management.

Key Principles and Models –

Service Strategy

  • What is service strategy.
  • The 3 types of service providers.

Service Design

  • The importance of the 4 “P’s”.
  • The 5 major aspects of Service Design.
  • The 7 sourcing approaches.

Service Transition

  • The service V model.

Service Operation

  • The polarised requirements of Service Operation e.g. stability versus responsiveness.
  • The importance of communication.

Continual Service Improvement

  • The PDCA and CSI models.
  • The importance of measurements and Governance.

Processes –

  • The 4 main activities within Service Strategy.
  • The 4 key processes within Service Design.
  • The 3 essential processes used in Service Transition.
  • The 4 day to day processes of Service Operation.
  • The 7 step improvement process of CSI.

Functions –

  • The service desk and its reliance on other Service management functions.

Roles –

  • The roles and their associated responsibilities within Service management

Next steps

Intermediate Lifecycle:

ITIL-SS – Service Strategy

ITIL-SD – Service Design

ITIL-SO – Service Operation

ITIL-ST – Service Transition

Intermediate Capability:

ITIL-OSA – Operational Support and Analysis

ITIL-RCV – Release, Control and Validation

ITIL-PPO – Planning Protection & Optimisation

ITIL-SOA – Service Offerings and Agreements

Capstone:

ITIL-MAL – Managing across the Lifecycle

ITIL-PRAC – ITIL Practitioner

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There are no dates scheduled for this course now. Please call Paula Jones to enquire about this course on 08000 199337, if you\'re calling overseas please call +44 207 264 2185. Alternatively, please email p.jones@tsg-training.co.uk and she’ll be in contact with you shortly.

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