Course Details
  
Objectives

Audience

Pre-requisities

Course Structure

Course Outline


ITIL® Version 3 Service Management Foundation Course  

Course PRITIL: Three days; Instructor-led

Objectives

This course provides all staff from managers to practitioners who have a role both in and around IT with an understanding of the key concepts, processes and functions that your organisation needs to promote successful IT Service Management.

It also prepares delegates for the ITIL® Foundation Certificate Examination. The course is based on the ITIL® best practice Service Lifecycle approach.

Enables delegates to understand how an integrated IT Service Management framework, based on ITIL® best practice guidelines, can be adopted and adapted within their own organisations.

To provide proven practical guidance on how to successfully introduce an integrated IT Service Management framework based on the ITIL® best practice service lifecycle approach.

To prepare delegates for the ITIL® Foundation Certificate in IT Service Management examination.

Audience

This course is for managers and practitioners who have a role both in or around the strategy, design, and implementation and on going operation of business IT services and who require an insight into Service Management best practice.

Pre-requisites

None.

Course Structure

The course is a mix of lecture and discussion with practical coursework. It is based upon the OGC's ITIL® Books:

Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement
Documentation
Full course documentation is included in the price.

Course Outline

Introduction to Service Management

The importance of Service Management
Definition of a Service and Service Management
The need for a service culture
Service Management as a practice
The Service Lifecycle

The objectives and business value for each phase of the lifecycle
The main goals and value to the business provided by each phase of the lifecycle covering the 5 core books:
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement
Key Principles and models of ITSM

The types of service provider
The five major aspects of Service Design
The service V model
The Continual Service Improvement model
The Processes and Functions

Define the characteristics of a process
The objectives, business value, basic concepts, roles and interfaces of:
Service Portfolio Management
Service Level Management
Incident Management
Change Management
The objectives and basic concepts of:
Demand Management
Financial Management
Service Catalogue Management
Availability Management
Capacity Management
Supplier Management
Information Security Management
IT Service Continuity Management
Service Asset and Configuration Management
Release and Deployment Management
Event Management
Problem Management
Request Fulfilment
Access Management
The 7 step improvement process
Explanation of the functions:
Service Desk, Application Management, Operations Management, Technical Management
Organisation structure and key roles
Using the RACI model
Technology and Architecture
Generic requirement for an integrated set of ITSM technology


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