This course is based on the principles of the five core ITIL Service Management books.
The course takes the format of a detailed, modular introduction to the ITIL Service Management concepts. The course covers the terms, definitions, benefits, objectives and relationships within the IT Service Management lifecycle.
The course will be of interest to:
- individuals who require a basic understanding of the ITIL framework and wish to know how it may be used to enhance the quality of IT service management within an organisation.
- IT professionals who are working with an organisation that has adopted and adapted ITIL who need to be informed about and, therefore, contribute to an on-going service improvement programme.
The ITIL Foundation course includes colour courseware, examinations, post-course tutor support, and pass guarantee.
To give you more of an idea of what you’ll learn and how the course will help you, here’s a quick guide to the 3 days.
Over the 3 days the course will cover:
- ITIL IT Service management lifecycle and objectives
- Service strategy
- Service design
- Service transition
- Service operation
- Continual service improvement
Yes. The course concludes with a one-hour multiple choice examination paper. The examination is closed-book and contains 40 questions. Candidates must answer 26 questions (65%) correctly to secure a pass.
A comprehensive course manual is provided and the course can be tailored to reflect the emphasis required by the customer.
ITIL Foundation (a three-day course)
ITIL IT Service management lifecycle and objectives
This provides an overall framework and structure for the concepts to the presented in the course.
This provides guidance on how to design, develop and implement Service Management, not only as an organisational capability but also as a strategic asset. Service strategy is about ensuring that organisations are in a position to handle the costs and risks associated with the services they deliver. Decisions made with respect to Service Strategy have far-reaching consequences, including those with delayed effect.
This part provides guidance on how to design, develop services and Service Management processes. Service design covers design principles and methods for converting strategic objectives into portfolios of services and service assets. Service design guides organisations on how to develop design capabilities for service management.
This section provides guidance on the transition of new and changed services into live operations. It provides information on managing the complexity related to changes – preventing undesired consequences while allowing for innovation.
This part of the course provides guidance on achieving effectiveness and efficiency in the delivery and support of services to ensure value for money. Information is provided on maintaining stability, fixing problems, scheduling operations, controlling demand and optimising capacity utilisation while allowing for changes from both the reactive and proactive perspectives.
Continual service improvement
This provides instrumental guidance in creating and maintaining value for customers through better design, transition and operation of services. It combines principles, practices and methods from quality management, change management and capability improvement. Guidance is provided for linking improvement efforts and outcomes with service strategy, design, transition and operation.
The course concludes with a one-hour multiple choice examination paper. The examination is closed-book and contains 40 questions. Candidates must answer 26 questions (65%) correctly to secure a pass.
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