ITIL Foundation - Service Management v2

Everyone who is tasked with developing, delivering and supporting new or existing applications and services; typically this includes application developers, administration, implementation, delivery, support and relationship management staff. Also staff who require the internationally recognised APMG/ISEB/EXIN Foundation Certificate in IT Service Management.

The course provides practical advice to help new and experienced Service Support and Delivery staff to do their job better.

This course introduces the key elements of ITIL® (formerly known as the IT Infrastructure Library®) which embodies IT best practice as demonstrated by leading organisations worldwide.  The course will enable delegates to:

•  Describe the main concepts, benefits, impacts, techniques and methods associated with each of the Service Delivery and Service Support processes
•  Understand the major deliverables, roles, tasks and responsibilities expected from service suppliers, clients, managers and staff
•  Understand the disciplines and processes that help service management staff to deliver and support quality products and services
•  Recognise the service improvements to be gained through correct implementation.

A basic level of IT literacy.

(see detailed course outlines when you select a specific date)

• Service Desk and Incident Management
• Problem Management
• Change Management 
• Release Management
• Service Level Management
• Availability Management
• Capacity Management
• Business Continuity and IT Service Continuity Management
• Financial Management for IT Services

The ISEB Foundation Certificate in IT Service Management examination is taken on the final day.  It is a closed-book, one hour, 40 question multiple-choice paper. The pass mark is 65%.