ITIL Foundation

Who is this course for?

This course is primarily for IT managers, practitioners and support staff involved in the strategy, design, and implementation and on-going support and delivery of business IT services. It also proves useful for those interfacing with information systems who require an insight into service management best practice. This may include Business Analysts, Business Relationship Managers, Project and Programme staff.

Objectives

Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this certification:

• Service management as a practice
  
• The ITIL service lifecycle
  
• Generic concepts and definitions
  
• Key principles and models
  
• Selected processes
  
• Selected functions
  
• Selected roles
  
• Technology and architecture
  
• Competence and training
  

Prerequisites

None required.

Benefits

• Understand how an integrated IT service management framework, based on ITIL 2011 best practice guidelines, can be adopted and adapted within their own organisations
  
• Successfully introduce an integrated IT service management framework based on the ITIL best practice service lifecycle approach
  
• Be prepared for the ITIL foundation certificate exam
  

Service management as a practice

The basics that help define the concept of a service and service management as a practice.

The ITIL service lifecycle

At the very core of best practice guidance, understanding the value of the ITIL service lifecycle, how the processes integrate with each other throughout the lifecycle. We introduce the objectives, scope and importantly the business value for each phase in the lifecycle.

Generic concepts and definitions

Learning the language of ITIL by defining some of the key terminology and key concepts of service management.

Key principles and models

Key principles and models of service management contained within service strategy, service design and continual service improvement are studied with the aim of balancing cost and quality to minimise risk to the organisation.

Processes

How do the service management processes within service strategy, service design, service transition, service operation and continual service improvement contribute to the ITIL service lifecycle and improving business value?
To explain the objectives, scope, basic concepts, activities and challenges for four of the core processes (Service level management, incident management, problem management and change management)
To state the objectives and key concepts for vast majority of the remaining processes including how they relate to each other.

Functions

Explain the role, objectives and organizational structures of the service desk function. Defining the role, objectives and overlap of the other key functions (technical management, application management and IT operations management).

Roles

Covering the principal responsibilities of some of the key roles in service management (Process owner, process manager, process practitioner, service owner)

Technology and architecture

Understanding how service automation assists with integrating service management processes

Competence and training

An overview of competence and skills for service management, competence and skills frameworks and training.

Face-to-face training

Training is held in our modern, comfortable, air-conditioned suites.

Lunch, breaks and timing

A hot lunch is provided at local restaurants near our venues:

• Bloomsbury
• Limehouse

Courses start at 9:30am.

Please aim to be with us for 9:15am.

Browse the sample menus and view joining information (how to get to our venues).

Refreshments

Available throughout the day:

• Hot beverages
• Clean, filtered water
• Biscuits

Virtual training

Regular breaks throughout the day.

Learning tools

In-course handbook

Contains unit objectives, exercises and space to write notes

24 months access to trainers

Your questions answered on our support forum.