Overview:

About the Course

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:

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.

The 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).

Objectives:

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

3 Days

Course Dates

There are no dates scheduled for this location at the moment. Please call to enquire 08000 199337
 

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),

Select a Classroom Course

Course Title Start Date Finish Date Location Price Qty
ITIL Foundation Certificate - IT Service Management Mar 4, 2019 Mar 6, 2019 London £925
ITIL Foundation Certificate - IT Service Management Mar 11, 2019 Mar 13, 2019 Manchester £925
ITIL Foundation Certificate - IT Service Management Mar 18, 2019 Mar 20, 2019 London £925
ITIL Foundation Certificate - IT Service Management Mar 18, 2019 Mar 20, 2019 London £925
ITIL Foundation Certificate - IT Service Management Apr 1, 2019 Apr 3, 2019 London £925
ITIL Foundation Certificate - IT Service Management Apr 29, 2019 May 1, 2019 London £925
ITIL Foundation Certificate - IT Service Management May 13, 2019 May 15, 2019 Manchester £925
ITIL Foundation Certificate - IT Service Management May 13, 2019 May 15, 2019 London £925
ITIL Foundation Certificate - IT Service Management May 29, 2019 May 31, 2019 London £925
ITIL Foundation Certificate - IT Service Management Jun 24, 2019 Jun 26, 2019 London £925
ITIL Foundation Certificate - IT Service Management Aug 12, 2019 Aug 14, 2019 Manchester £925
ITIL Foundation Certificate - IT Service Management Nov 25, 2019 Nov 27, 2019 Manchester £925
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