ITIL is globally recognised as the best practice approach to IT Service Management. Having completed the course delegates will have Gained an appreciation of the importance of Service Management to IT and the business Understood how ITIL can be used to enhance the quality of IT service management within an organisation Comprehend and have an awareness of key areas of the 5 ITIL core books
Who Should Attend
IT Managers and Staff Project Managers User Managers Other team members involved in IT Service Management Those wishing to achieve the ITIL Foundation certification Those wishing to progress to higher levels of ITIL
- An introduction to IT Service Management What is Service Management Understanding customer requirements Service Lifecycle The objectives and business value of each phase in the lifecycle Service Strategy Purpose objectives and scope of Service Strategy Value to the business Value creation through services Purpose objectives and scope for Service Portfolio Management Financial Management and Business Relationship Management Service Design Purpose Objectives and Scope Value to the business People Processes Products and Partners The five major aspects of Service Design (designing Service Solutions Service management system and tools Management and technology architectures Processes Measurement systems methods and metrics) Service Design Processes (including Service Level Management Availability Management Capacity Management IT Service Continuity Management) Service Transition Purpose objectives and scope Value to the business Service Transition Processes (Transition Planning & Support Change Management Knowledge Management Service Asset & Configuration Management and Release & Deployment Management Service Operation Purpose Objectives and Scope of Service Operation Value to the business Service Operation Processes (Incident Management Problem Management Event Management Request Fulfilment and Access Management) Service Desk function (role objectives and organisational structures) Roles and objectives of Technical Management Application Management IT Operations Management (IT Operations Control and Facilities Management) Continual Service Improvement Main purpose objectives and scope of CSI Value to the Business The CSI approach The Deming Cycle The 7 step Improvement Model The role of measurement (baselines and types of metrics) CSFs and KPIs Technology and Architecture Review of the generic requirements for an integrated set of Service Management Technology
ITIL Foundation training is available at training centres UK wide, and on client premises (as required) provided minimum delegate numbers are achieved. Parking, public transport links and refreshments vary from centre to centre and these will be confirmed to you prior to your enrolment on any course.
A one hour exam is taken in the afternoon of the classroom training day. The exam consists of 40 multiple choice questions and the pass mark is 65 . This is a closed book exam i.e. entrants may not refer to any course materials or their own notes. Delegates who pass the exam will be awarded the Foundation Certificate in IT Service Management
Open Courses & Public Events
We train in excess of 100,000 delegates per year. For more information, please make your enquiry using the form below. The XYZ Training Group Customer Charter ensures that all enquiries are responded to the same day.
In addition to a comprehensive open course schedule, ITIL Foundation training is also available on client premises or at one of our training venues as a private course - provided minimum delegate numbers are achieved. Whatever your requirement, complete the form below in order to receive our quotation for your training.
Make A ITIL Foundation General Enquiry Here
Complete the form below and we'll send you some training options and a quote for training by return. Please only use this form if you are interested in ITIL Foundation courses. For all other enquiries, please use the general contact page.