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course outline
ITIL Foundation Certificate

Duration: 3 days
Course Code: IQDITILF
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A three-day training course leading to the ISEB Foundation Certificate in IT Service Management exam which is held on Day 3.
This course provides a solid foundation for those seeking an entry-level professional qualification in IT Service Management.
The course is assignment based, combining short lectures with individual and group assignments and mock examinations in preparation for the multiple-choice ISEB examination. It provides a very good introduction to IT Service Management, and offers an excellent preparation for a Service Improvement Programme.
Comprehensive course documentation includes student notes, copies of all slides and also a copy of the itSMF IT Service Management pocket-guide.

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Next available Non-Residential courses:-

  Venue  Date  Price  Availability
Arrow Newcastle - The Executive Centre, Newcastle Upon Tyne 23 October 2006 £820
  [Enquire] [Book] [Venue Information]


Course Schedule
Day 1 - 0930-1700
Day 2 - 0900-1700
Course ends with examination on Day 3 at 1430-1530.
Course Content

The Course covers the following topics
Introduction to Service Management
The benefits and importance of Service Management
Service Management disciplines
Service improvement programme
Configuration Management
Basic principles of asset and configuration management
The Configuration Management Database (CMDB)
Data capture and audit
Service Desk/Incident Management
Incident logging and management
Service Desk options and procedures
Incident classification and prioritisation
Problem Management
Incident, Problem and Known Error Control
Trend identification
Problem reduction
Change Management
Centralised change control
Change Management processes
Roles and Responsibilities
Release Management
The Definitive Software Library
Distribution and Implementation of software
Legal and licensing issues
Service Level Management
The Service Level Management process
Typical contents of Service Level Agreements
Monitoring, reporting and reviewing
Availability Management
Availability of services
Reliability and maintainability of the infrastructure
Security – Confidentiality, Integrity and Availability
Designing for high availability
Financial Management for IT Services
IT Accounting
Charging for IT Services
Capacity Management
Capacity forecasting
The capacity plan
Elements of Capacity Management
IT Service Continuity Management
Risk Management
Business Impact Analysis
Contingency options and the IT Service Continuity Plan

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