Course Information

Course CodeITIL® Service Management Essentials (Foundation)
Standard Fee£995.00 (Exclusive of VAT)
Discounted Price£795.00 (Exclusive of VAT)
DurationThree Days
Delivery FormatInstructor-led
Scheduled Dates:
Aug 10 Sept 10 Oct 10 Nov 10 Dec 10 Jan 11 Feb 11 Mar 11 Apr 11 May 11
11 13 - 1 15 26 - 7 18 -

Introduction

This three-day course provides IT Managers and Practitioners with a practical understanding of IT Service Management, the underpinning core ITIL® Service Delivery and Service Support Processes and implementation guidance. It also prepares delegates for the Foundation Certificate Examination.

The course is assignment based, with a strong emphasis on practical coursework. It is based upon the OGC’s IT Infrastructure Library Books, Service Delivery and Service Support. There is particular importance placed on developing an underlying service culture within the IT organisation.

Audience

This course will is aimed at IT Managers and Practitioners involved in the delivery and support of business-focused IT services and who require a detailed insight into Service Management best practice processes and procedures.

Completion

After completing this course, students will be able to:

The course objectives are drawn from the five core ITIL® Version 3 books:

Prerequisites

Before attending this course, students should have:

Examinations

This course will help the student prepare for the following ITIL® examination:

The examination is a 1-hour multiple choice paper normally taken at the end of the course.

Materials

The student kit contains these items:

Course Overview

Introduction to Service Management

The Service Desk

Service Level Management

Incident Management

Problem Management

Configuration Management

Change Management

Release Management

Availability Management and IT Service Continuity

Financial Management for IT Services

Capacity Management