ITIL V3 Foundation Course
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ITIL V3 Foundation Courses

WHO
ITIL V3 Foundations is suitable for anyone working in IT services requiring more information about the ITIL best practice framework. Or, individuals who are V2 certified and wish to upgrade their knowledge.

DURATION
An intensive three-day course.

EXAMS
ISEB Foundation Certificate in ITIL®. The examination is a one hour, 40 question multiple choice examination (65% is required to pass).

PRE-REQUISITES
There are no formal pre-requisites for the Foundation course, however work experience in IT services is recommended.

KEY LEARNING OBJECTIVES
Attendance on this course will enable participants to:-
ITIL’s key concepts, definitions and objectives ITIL’s service-driven lifecycle approach and the five key stages of this model Structure, components and processes of the five core ITIL books For each of the five core books in the service lifecycle: High level description of the main activities, goals, benefits, challenges and management reporting for the respective processes Outline of relationships between the ITIL processes Overview of ITIL certifications: Foundation, Intermediate and Advanced How ITIL processes can improve IT operations

CONTENT / SYLLABUS
Introduction:
Introduction to the 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

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 and 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 and 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 and 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 Fulfilment
- Access Management.

APPROACH
An interactive workshop consisting of formal lecturing, discussions, exercises, presentations and preparation for the exam.

 
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Key Details
Duration3 days
 
£895
per delegate
 
 
Bookings Helpline: 01933 233884 (Monday to Thursday - 8:00am to 5:30pm and Friday 8:00am to 5:00pm).