ITIL Foundation, IT Service Management Training

Overview

This course is based on the IT Infrastructure Library (ITIL) and therefore provides the common sense and practical advice required to help new and experienced service support and delivery staff to do their job more effectively. The Foundation Level focuses on knowledge and comprehension to provide a good grounding in the key concept, terminology and processes of ITIL.

Duration

This is a 3 day course.

Prerequisites and evening study

There are no pre-requisites for the course. Some evening work is advised during the course.

Examinations

Delegates take a one-hour multiple choice examination at the end of the course. Successful candidates are awarded the ISEB Foundation Certificate in IT Service Management.

Course Objectives

This course will enable delegates to:

Describe the main concepts, benefits, impacts, techniques and methods associated with each of the IT Service Delivery and Service Support processes
Understand the major deliverables, roles, tasks and responsibilities expected from service suppliers, clients, managers and staff
Understand the disciplines/processes that help service management staff to deliver and support quality products and services
Recognise the service improvements to be gained through correct implementation and the potential service disruptions that can occur if not correctly implemented
Prepare for the ITIL Foundation Certificate examination

Who Should Attend

Those who are likely to become involved in IT Service Management, including:

IT Managers and Staff
Project Managers
User Managers
Those wishing to achieve the ITIL Foundation certification

Course Content

Introduction

The control, resolution, release and delivery processes
IT Infrastructure Library (ITIL)
The total life cycle approach
The ITIL Framework

Configuration Management

How to identify, control, account for and verify IT assets
The configuration management database

Service Desk and Incident Management

How to manage and control incidents
First-line incident support

Problem Management

Isolating problems from incidents
Controlling problems and fixing errors
Third party issues

Change Management

Change control through the stages of impact analysis
Role of Change Manager and Change Advisory Board using
change methods

Release Management

Storing and releasing authorised software
Centralised/decentralised environments

Service Level Management

Developing service level/operational requirements
Catalogues, operational and service level agreements
Supplier/client management issues

Availability Management

Improving service availability
Service/supplier chains
Planning and maintaining IT systems

Capacity Management

Creating a capacity plan
Workload, resource, performance, applications and demand management

Business Continuity and IT Service Continuity Management

Creating a contingency plan
Business continuity planning
Typical risks to critical services
Risk management methods and disaster recovery

Financial Management for IT Services

How financial management works
Key principles of budgeting, accounting and charging

Do you want:

a training course run on your premises (reducing accommodation and travel fees)?
a course written or tailored specifically for your staff?
a standard course run just for your staff?

Do you have:

four or more people to train?
a definite time at which the training needs to be provided?

Then you're probably looking for "in-house" training.

We can run any of our standard courses just for you. If you require something special, or a combination of several courses, we can discuss this with you and tailor an event designed to meet your needs. These courses can be run at a time convenient to you, either on your premises or at a separate venue. The location can be specified by you or we can recommend a suitable venue if you prefer.

Need more help?

We can advise on combinations of training courses which typically prove the most effective. We can, if you wish, perform a full training needs analysis of your staff, to help you to identify training needs, and the programmes of training to put into place to meet both your current and future needs.

What to do next...

Decide what you want from this training - what are your objectives?
Decide which course(s) you need, or whether something tailored is required;
Decide approximately when you would like the training to be run;
Ascertain when your people can be available and how many people in total you need to train.

Then please contact us to discuss your needs.

Dates, Prices & Booking

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Please contact us for availability.

ITIL® FOUNDATION