Overview:
As the impact of global business competition is increasingly felt by organisations worldwide,
technology is changing at light-speed, knowledge becomes harder and harder to retain, and outages
of IT systems start to affect the survivability of organisations, one can no longer afford to operate
a business in today's world without structure and control.
The IT Infrastructure Library (ITIL) is accepted as the most effective and efficient framework for
managing and controlling the quality and cost of delivering IT services. A further imperative emphasised
by the ITIL framework is the alignment of technology with business needs and ever changing business direction.
The ITIL framework is useful for organisations that:
- need to make knowledge transferable
- need to set up documentation and records
- need guidelines on how to set up and manage an IT infrastructure
- need a consistent approach in managing their processes
- need a consistent approach in dealing with their customers
- need to improve their services
- have become too complex to manage manually.
Learning Method:
This three day course is designed to present the information in memorable, manageable segments.
Expert instruction will be delivered by an ITIL specialist who will present the course using a slide
presentation and facilitated discussion. Throughout the course your understanding of the material will be
tested through the use of exercises and examination style questions.
Who will benefit from this course?
The IT Service Management Foundation course is suitable to anyone with an affinity or interest in management
best practices. Although it is beneficial to have some experience with IT, this is not a prerequisite as this
course focuses on the management of IT, not on the underlying IT technology.
Pre-requisites
There are no prerequisites for this course.
What can you expect to gain from this course?
The course is based on the ITIL v3 volumes "The Official Introduction to the ITIL Service Lifecycle", "Service Strategy", "Service Design", "Service Transition", "Service Operation" and "Continual Service Improvement". After successful completion of this course you will be able to progress with courses in Service Lifecycle, Service Capability, and at the Managers level.
Once the course has been completed, you can take the 60 minutes multiple choice examination that leads to the internationally recognised ITIL v3 Foundation Certification.
Note that there is an additional cost if you elect to sit this examination.
Course content:
- Service Management as a practice
- Overview of the 5 core volumes
- The Service Lifecycle
- Generic concepts and definitions
- Key principles and models
- Service strategy - Generic concepts and definitions
- Service strategy processes
- Optional homework
- Sample exam
- Service design - Generic concepts and definitions
- Service design processes
- Service level management
- Service catalogue management
- Service strategy & Service design
- Availability management
- Information security management
- Supplier management
- Capacity management
- ITSCM
- Service transition - Generic concepts and definitions
- Service transition Processes
- Change management
- SACM, RADM
- Service design & Service transition
- Sample exam
- Service operation - Generic concepts and definitions
- Service operation processes
- Incident management
- Service operation processes - Generic concepts and definitions
- CSI + others
- Small groups of 2 to 3 students work together on practise questions
- Functions - Technology used to support Service Management.
- Roles
- Technology and architectures
- Service desk
- The ITIL qualification scheme
- Evaluation
- (optional) Examination