Course: ITIL Foundation - Service Management v2

This course leads to the I.S.E.B examination and qualification "Foundation Certificate in IT Service Management".

The course is designed for:

• Staff entering an IT environment who might have day to day responsibility within one of the Service Management disciplines.
• Staff working in an IT Service Management discipline who wish to broaden their understanding of how their role fits into the wider Service Management framework.
• Other staff whose effectiveness would be enhanced by a greater awareness and understanding of best practices in IT Service Management.

This course and examination is a pre-requisite for Staff intending to sit further examinations in IT Service Management.

On successful completion of the course delegates will be able to:

• Identify the main components of the IT Infrastructure Library.
• Understand and apply the concepts of Configuration Management.
• Be aware of the main functions of the Service Desk.
• Identify terms, procedures and management reports within Incident, Problem and Change Management.
• Understand the processes and benefits of effective Release Management.
• Identify the functions of Service Level Management and be aware of the ongoing processes involved.
• Describe and measure service availability.
• Understand the basic elements of Financial Management for IT services.
• Understand IT Service Continuity and its implications on IT service quality. 

Structure

The course will consist of formal lecturing, group discussions, syndicate discussions and presentations, individual exercises and mock examinations.
The I.S.E.B Foundation examination is held on the last afternoon of the course.

Delivered by a Focus Training Partner which specialises exclusively on IT Service Management:

- Courses never cancelled

- Trainers have hands-on ITIL experience

- Free refresher programme if you are unfortunate enough to fail the exam

Topics

What is the IT Infrastructure Library? -

• Service Support
  • Monitoring and Controlling IT Assets
  • Customer Liaison and the role of the Service Desk
  • Incident control techniques
  • Problem Resolution Mechanism
  • Change Control Procedures
  • Release Management
    
• Service Delivery
  
  • Service Level Management
  • Capacity Planning
  • Availability Management
  • Financial Management for IT services
  • IT Service Continuity
• The Examination