ITIL Service Management Essentials (Foundation)

ITIL® Version 3 Foundation Training Course for Sheffield, Leeds, Manchester and London

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• Effective and relevant training at a realistic price!
  - Peter Loerns, IT Manager, Derby

Course Information

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:

• Understand how an integrated IT Service Management framework, based on ITIL® best practice guidelines, can be adopted and adapted within their own organisations
• Be prepared for the Foundation Certificate in IT Service Management examination

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

• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement

Prerequisites

Before attending this course, students should have:

• Ideally Six Months Experience in an IT Services Environment or Working Closely with One (Not Essential)

Examinations

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

• ITIL® Foundation Certificate in IT Service Management

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

Materials

The student kit contains these items:

• A comprehensive workbook and other necessary materials for this class

Course Overview

Introduction to Service Management

• The importance of Service Management
• Service Management disciplines
• The need for a service culture

The Service Desk

• The purpose and importance of the Service Desk
• Service Desk options
• Skill profiles
• Contribution to overall service quality

Service Level Management

• What is an SLA and its purpose?
• Typical contents
• Reporting and reviewing

Incident Management

• What is Incident Management?
• The Incident Management process

Problem Management

• What is Problem Management?
• Day-to-day and pro-active activities

Configuration Management

• Basic principles and terminology
• How Configuration Management underpins Service Management

Change Management

• The need for Change Management
• Change procedures
• The role of the Change Manager

Release Management

• Definitive Software and Hardware libraries
• Release strategy and control mechanisms

Availability Management and IT Service Continuity

• Business Impact Analysis
• Risk management
• The IT Service Continuity Plan

Financial Management for IT Services

• Financial structures
• Costing and charging
• Budgets and IT accounting

Capacity Management

• The need for Capacity Management
• Elements of Capacity Management

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