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TRAINING

ITIL Foundation

Duration
3 Day
Weekdays
Delivery Method
Classroom
Max. 12 Delegates
Exam
Yes
Included
Price
On Request
From

Course 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. Read more...
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  • London: etc.venues Liverpool St, Norton Folgate

    Bishopsgate Court, 4-12 Norton Folgate, London, E1 6DQ.

    This location is within a 5 minute walk of London Liverpool Street Station providing fantastic links to London's transport network.

    With free WiFi, lunches, teas, coffees and refreshments this location provides a comfortable environment for delegates to enjoy their course.

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    > Directions

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    Please note: To confirm the venue for your specific course, please contact us.
  • London: etc.venues 120 Moorgate

    120 Moorgate, Moorgate, EC2M 6UR.

    Fantastic location in the City of London's Square Mile right next to Moorgate Tube Station. Vibrant, buzzy cafe and networking area with signature etc.venues coffee stations.

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    Please note: To confirm the venue for your specific course, please contact us.
  • London: etc.venues Tenter House

    45 Moorfields, Moorgate, London, EC2Y 9AE.

    Fantastic location right next to Moorgate Tube Station. Striking design, loads of daylight and great views across the City. Vibrant, buzzy cafe and networking area with signature etc.venues coffee stations.

    New 'City Mezze' food offering provides a powerful explosion of energising brain fuel packed with taste and quality.

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    Please note: To confirm the venue for your specific course, please contact us.
  • London: etc.venues Shoreditch Bonhill House

    1-3 Bonhill Street, London, EC2A 4BX.

    A converted warehouse with its own contemporary art collection - providing a stimulating environment. Great location close to Silicon Roundabout and Tech City, and a short walk from the City of London.

    More about this Venue

    > Directions

    > Website

    Please note: To confirm the venue for your specific course, please contact us.
  • etc.venues Norton Folgate
  • etc.venues 120 Moorgate
  • etc.venues Tenter House
  • etc.venues Bonhill House
  • What's included
  • Your desk

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ITIL Foundation

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ITIL Foundation


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ITIL Foundation

Course 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.

The IT Infrastructure Library (ITIL) is the only consistent and comprehensive documentation of best practice for IT Service Management, used by many thousands of organisations around the world. In essence, ITIL is a 'roadmap', a methodology for implementing and managing IT Services. It sets out major goals and directives for specific disciplines that can keep your processes in complete control. The OGC describes ITIL as "the world de facto standard for service management" because of its widespread use internationally.

What's Included?

When it comes to choosing a training provider, we recognise that it is important to know exactly what you are getting for your money.

TCC is proud to maintain some of the highest standards in the training industry.

Everything from our trainers, to the course materials and venues we use, is carefully considered to ensure that we deliver you a great course.

Take a look at what is included:

In the classroom

  • Expert ITIL trainer
  • Copies of all presentation slides (exclusive to TCC)
  • Comprehensive written notes (exclusive to TCC)
  • Practical classroom group exercises
  • A realistic case study
  • ITIL Foundation Exam
  • Maximum class size of 12

At our training venues

  • A modern and comfortable training room
  • Buffet or restaurant lunch and light breakfast selection*
  • Hot & cold refreshments throughout the day

* Light breakfast selection available on city centre courses in Birmingham and at some London venues (please enquire for further information).

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

FAQs

Will I need to do any homework during the course?
Some evening work is advised during the course.
Are there any pre-requisites for completing this course?
There are no pre-requisites for the course.
Is there an examination included with this course?
Delegates take a one-hour multiple choice examination at the end of the course. Successful candidates are awarded the BCS Foundation Certificate in IT Service Management.

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ITIL Foundation

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