ITIL Foundation Certificate - 2011 Edition

Course Description

Service Management is a business-driven, holistic approach to the management of IT Services using widely adopted best practice frameworks and standards such as ITIL® (the IT Infrastructure Library 2011 Edition) and ISO/IEC 20000. This three day training course is specially designed to provide each participant with a comprehensive understanding of the ITIL® Service Lifecycle and its relevance to IT Service Providers today. Students will be prepared with the information they need to sit the ITIL® Foundation Certificate examination to be held at the end of the course.

Who Should Attend:

This course is suitable for anyone working in IT who requires a good understanding of IT Service Management best practices or is looking to pursue more advanced levels of ITIL® certification.

Prerequisites:

There are no formal entry requirements for this course. However, practical IT Service Management experience would be an advantage.

Included - Training Simulation:

The best way to accelerate your understanding of ITIL® is to experience it. This course also includes our highly-interactive training simulation offering that provides participants with a high-impact, energetic way to accelerate their knowledge of the ITIL® Service Lifecycle. This unique experiential approach transforms ITIL® training into an engaging, fun and highly effective learning experience that has lasting results.

Benefits:

Discover how to effectively integrate IT with the Business
Learn about ITIL®, ITSM and ISO/IEC 20000
Developing a service culture
Facilitate teamwork and communication
Deliver and support quality IT services
Improve business process efficiency

What you will learn:

Introduction to IT Service Management
Service Management as a Practice
Service Strategy:
- Financial Management
- Service Catalogue Management
- Demand Management
Service Design:
- Service Catalogue Management
- Service Level Management
- Availability Management
- Capacity Management
- Information Security Management
- IT Service Continuity Management
- Supplier Management
Service Transition:
- Transition Planning & Support
- Change Management
- Service Validation and Testing
- Evaluation Management
- Knowledge Management
- Service Asset & Configuration Management
- Release & Deployment Management
Service Operations:
- Incident Management
- Problem Management
- Access Management
- Event Management
- Request Fulfilment
- IT Operations Management
- Technical Management
- Application Management
Continual Service Improvement:
- The 7 step improvement process
- Service Reporting
Key Terms, Concepts, Processes, Activities, Functions and Roles

Examination:

A formal EXIN examination will be held at the end of the course which is 60 minutes in duration and consists of 40 multiple choice questions. The ITIL® V3 Foundation Certificate in IT Service Management will be awarded to participants who achieve a passing grade in this exam.