Courses

ITIL3F: ITIL Foundation Certificate in IT Service Management

= Scheduled class    = Guaranteed to run    = Fully booked

Can't find a class in your area? Contact our sales team and request a class date.

About this Course

Learn about ITIL best practices, and earn the internationally recognized ITIL Foundation Certificate in IT Service Management in 3 days! ITIL is the most widely adopted approach for IT Service Management in the world. It provides a practical, no-nonsense framework for identifying, planning, delivering and supporting IT services to the business. Our ITIL training teaches the essentials of IT Infrastructure Library (ITIL) and helps you to understand how your organisation can benefit significantly by applying the ITIL principles to your work environment. Important Note: This course includes the ITIL Foundation Certificate in IT Service Management exam at the end of the 3rd day of the course.

Audience

• All levels of support personnel within an IT Service Delivery Organisation
• IT Managers
• Support Team Leaders
• Service Desk Supervisors
• Change Managers
• Service Level Managers
• Problem Managers
• Operations Managers
• Account Managers who interact between the business and IT

Prerequisites

There are no pre-requisites for this ITIL training course, however it is assumed that course participants are working or have worked in an IT Service environment or equivalent. This course is a pre-requisite for the ITIL Intermediate, and Managing Across the Lifecycle certifications.

At Course Completion

After completing this ITIL training course, students will understand the concepts of how to manage and deliver an IT Service which is tailored to meet the needs of the business, using best practice as a guide. This will be achieved by developing an understanding of how all of the departments and sections within the IT organisation, work together to deliver the service.

Course Outline

Key Topics

• The history and philosophy of ITIL and IT Service Management
• Understanding services and the business context of IT
• Process theory and development
• Key Definitions and Terminology of the ITIL Service Lifecycle model
• The IT Service Lifecycle Model - covering the principles, activities, models and goals of each of the five stages in the Lifecycle Model and the Processes related to these stages:
  • Service Strategy
  • Service Portfolio Management
  • Demand Management
  • Financial Management
  • Service Design
  • Service Level Management
  • Service Catalogue Management
  • Availability Management
  • Information Security Management
  • Supplier Management
  • Capacity Management
  • IT Service Continuity Management
  • Service Transition
  • Change Management
  • Service Asset and Configuration Management
  • Release and Deployment Management
  • Service Knowledge Management
  • Service Operation
  • Incident Management
  • Event Management
  • Request Fulfilment
  • Problem Management
  • Access Management
  • Continual Service Improvement
  • The Seven Step improvement process
• The interaction between these lifecycles, processes and also other IT management models
• The technology implications of ITIL and selecting appropriate software.

 Print this page