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.
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Please note: We use multiple venues per location. To confirm the venue for your event, 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.
Please note: We use multiple venues per location. To confirm the venue for your event, 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.
Please note: We use multiple venues per location. To confirm the venue for your event, please contact us.
London: etc.venues 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.
Please note: We use multiple venues per location. To confirm the venue for your event, please contact us.
ect.venues Maple House
Manchester: etc.venues Piccadilly - 11 Portland Street
11 Portland Street, Manchester, M1 3HU.
Situated across the 8th floor with fantastic views over the city and an abundance of natural light. Vibrant design, state of the art tech and on-site catering.
Only half a mile from Manchester Piccadilly Station with direct trains to London and Birmingham.
Please note: We use multiple venues per location. To confirm the venue for your event, please contact us.
Manchester: Novotel Manchester Centre
21 Dickinson St, Manchester, M1 4LX.
Relax in 4-star comfort just steps from Chinatown at Novotel Manchester Centre hotel in the city's convention quarter, just minutes from St Peter's Square and only half a mile from Manchester Piccadilly Station with direct trains to London and Birmingham.
Please note: We use multiple venues per location. To confirm the venue for your event, please contact us.
etc.venues Piccadilly
Holiday Inn City Centre
Novotel Manchester Centre
Virtual Classroom
Attend from a location of your choice.
Virtual Classroom courses provide an experience very close to in-person, without the need to travel to one of our training centres.
Live and trainer-led, delivered by the same experienced trainers who lead our in-person events.
The latest video conferencing software, allowing you to see and interact with your trainer and the other delegates.
Support for video break-out rooms and advanced collaboration, with virtual whiteboards, polls and quizzes, to allow you to engage in group work with your fellow delegates.
Physical training manuals delivered to your home/office.
Virtual Classroom courses run from 09:00 - 17:00, UK Time, and include regular breaks throughout the day. You can join from anywhere, with just a computer, webcam, microphone and Internet connection. Our friendly team are happy to help you get set up.
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.
Customer Reviews
ITIL Foundation
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