ITIL® V3 Foundation Course
Duration: 3 Days
Objectives & Benefits
Upon completion of this course the delegates will have:
- Learned which ITIL processes are essential to Support and Deliver a quality IT Service.
- Gained an understanding of how these processes relate to each other and to wider IT and business issues.
- Improve your contribution to Service Management within your own organisation.
- Increase the likelihood of success for service improvement programmes within your organisation
- Candidates who are successful in the examination will personally attain the industry recognised Foundation Certificate in IT Service Management - a measure of their capability and performance.
Target Group:
This course is designed for all staff involved with IT Service Management disciplines and gives an awareness of the techniques involved across the range of IT Service Support and Delivery processes.
Overview:
This three-day instructor led course in an intensive, interactive workshop consisting of formal lecturing, discussions, exercises, presentations and mock examination questions.
- On the last afternoon of the course there is a 40 question multiple choice examination of one hour.
- The main objective of the ITIL Foundation is to obtain knowledge of the ITIL® terminology, structure and basic concepts and to comprehend the core principles of ITIL practices for Service Management.
- The course enables delegates to understand how an integrated IT Service Management framework, based on ITIL best practice guidelines, can be adopted and adapted within their own organisations following the new service lifecycle approach.
Course Outline
- Introduction to and importance of IT Service Management, the Service Lifecycle and best practice
- Concept of Service Management
- Key Principles and Model of ITSM
- Definition of a Service
- Definition between Functions, Roles and Processes
- The need for a strong service culture
Topics include
The Service Lifecycle
The objectives and business value for each phase of the Service Lifecycle and the main goals and value to the business provided by each phase of the lifecycle covering the 5 core books:
- Service Strategy
- Service Design
- Service Transition
- Service Operation
- Continual Service Improvement
Key Principles & Models of ITSM
- The types of service provider
- The five major aspects of Service Design
- The service V model
- The Continual Service Improvement model
The Processes & Functions
Define the characteristics of a process. The objectives, business value, basic concepts, roles and interfaces of:
- Service Portfolio Management
- Service Level Management
- Incident Management
- Change Management
The Objectives & Basic Concepts of
- Demand Management
- Financial Management
- Service Catalogue Management
- Availability Management
- Capacity Management
- Supplier Management
- Information Security Management
- IT Service Continuity Management
- Service Asset and Configuration Management
- Release and Deployment Management
- Event Management
- Problem Management
- Request Fulfillment
- Access Management
- The 7 step improvement process
Explanation of the Functions
- Service Desk
- Application Management
Operations Management
- Technical Management
Organisation Structure & Key Roles
- Using the RACI model
Technology & Architecture
- Generic requirement for an integrated set of ITSM technology
Examination
Award of this certificate is by examination taken at the end of the course and consisting of a 1 hour 40 question multiple-choice paper under the invigilation of the Examination Board.
Criteria for Certification
A pass mark of 65% is required in the examination taken at the end of the course. Results are received direct from the Examining Board within 2-3 weeks.
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