Course: ITIL Foundation - Service Management v3

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.

The course will also prepare delegates for the ITIL Foundation Certificate in IT Service Management examination.

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 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
• The 7 step improvement process

Explanation of the functions

• Service Desk
• Application Management

Operations Management

• Technical Management

Organisation structure and key roles

• Using the RACI model

Technology and Architecture

• Generic requirement for an integrated set of ITSM technology