Learn about the international standard for IT Service Management (ITSM) and earn an internationally recognised ITIL® Foundation Certificate in 3 days! This course is specifically designed for anyone working in IT wanting to gain knowledge in IT Service Management best practice. Our ITIL® training teaches essentials of IT Infrastructure Library (ITIL®) and helps you to understand how your organisation can benefit significantly by applying the ITIL principles to your work environment.
Important Note: ITIL® Fundamentals Foundation Certification Training Course pricing includes the ITIL® Foundation Certificate Exam at the end of the 3rd day of the course.
Some consolidation work will be required by candidates in the evenings, two hours should be allowed for this on day one and day two.
Target Audience:
All levels of support personnel within an IT Service Delivery Organisation
IT Managers
Support Team Leaders
Service Desk Supervisors
Change Managers
Service Level Managers
Problem Managers
Operations Managers
Account Managers who interact between the business and IT
Pre-requisites:
There are no pre-requisites for this ITIL training course, however it is assumed that course participants are working or have worked in an IT Service environment or equivalent. This course is a pre-requisite for the Practitioners Certificates and the Managers Certificate in IT Service
Management.
At Course Completion:
After completing this ITIL training course, students will understand the concepts of how to manage and deliver an IT Service which is tailored to meet the needs of the business, using best practice as a guide. This will be achieved by developing an understanding of how all of the departments and sections within the IT organisation, work together to deliver the service. This includes activities such as Change Management, Availability Management and Root Cause Analysis.
The history and philosophy of ITIL® and IT Service Management
Understanding services and the business context of IT
Process theory and development
Key Definitions and Terminology of the ITIL® model
The IT Service Lifecycle Model – covering the principles, activities, models and goals of
each of the five stages in the Lifecycle Model and the Processes related to these stages
Module 1: Service Strategy
Service Portfolio Management
Demand Management
Financial Management
Module 2: Service Design
Service Level Management
Service Catalogue Management
Availability Management
Information Security Management
Supplier Management
Capacity Management
IT Service Continuity Management
Module 3: Service Transition
Change Management
Service Asset and Configuration Management
Release and Deployment Management
Module 4: Service Operation
Incident Management
Event Management
Request Fulfillment
Problem Management
Access Management
Module 5: Continual Service Improvement
The interaction between these lifecycles, processes and also other IT management models
The technology implications of ITIL® and selecting appropriate software.
Advice, recommendations and discussion on how to make use of ITIL® and how to apply it in an organisation.
