The course is based on principles described in the five Core ITIL® Service Management books. The course prepares participants for the examination leading to the Foundation Certificate in IT Service Management.
Available dates
- Please contact us for dates.
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Who is this course suitable for?
Individuals who require a basic understanding of the ITIL® framework and wish to know how it may be used to enhance the quality of IT service management within an organisation.
IT professionals who are working with an organisation that has adopted and adapted ITIL® who need to be informed about and, therefore, contribute to an ongoing service improvement programme.
What does this course cover?
Course Objectives:
- Understand ITIL® and what it can do for Service Management.
- Understand how to implement ITIL®, maximize your benefits while minimising your risks and costs.
- Understand leadership's role in the successful application of ITIL®.
The course is in the format of a detailed, modular introduction to the concepts. It covers terms, definitions, benefits, objectives, and relationships within the IT service management lifecycle.
During the course, you will learn:
ITIL® IT Service Management Lifecycle and objectives
1. Service Strategy
Provides guidance on how to design, develop and implement Service Management, not only as an organisational capability but also as a strategic asset. Service strategy is about ensuring that organisations are in a position to handle the costs and risks associated with the services they deliver. Decisions made with respect to Service Strategy have far-reaching consequences, including those with delayed effect.
2. Service Design
Provides guidance on how to design, develop services and Service Management processes. Service Design covers design principles and methods for converting strategic objectives into portfolios of services and service assets. Service Design guides organisations on how to develop design capabilities for Service Management.
3. Service Transition
It provides guidance on the transition of new and changed services into live operations. It provides guidance on managing the complexity related to changes – preventing undesired consequences while allowing for innovation.
4. Service Operation
Provides guidance on achieving effectiveness
and efficiency in the delivery and support of services to ensure value for money. Guidance is provided on maintaining stability, fixing problems, scheduling operations, controlling demand and optimising capacity utilisation while allowing for changes from both the reactive and proactive perspectives.
5. Continual Service Improvement
Provides guidance on how to design, develop and implement Service Management, not only as an organisational capability but also as a strategic asset. Service strategy is about ensuring that organisations are in a position to handle the costs and risks associated with the services they deliver.
6. Service Strategy
Provides instrumental guidance in creating and maintaining value for customers through better design, transition and operation of services. It combines principles, practices and methods from quality management, change management and capability improvement. Guidance is provided for linking improvement efforts and outcomes with service strategy, design, transition and operation.
Are there entry requirements?
A general level of IT literacy, a background in IT or experience gained in the liaison between IT and the business itself would be useful.
What's included?
Our package includes refreshments, and full course materials.
Although the course is non-residential, we offer help finding appropriate hotels, close to the training venue. To take advantage of this offer, drop us an email after you book your course.
Additional info
The course cost is inclusive of the fee. The course finishes with a one-hour multiple choice examination paper.
How to book?
There are three ways to book your course, either online, via fax, or telephone:
- To book via telephone just call us on 0845 070 1750, and we’ll take of the details.
- To book via fax download our booking form, complete it and fax to us on +44 (0) 1353 662667.
- To book online simply enter the number of delegates you wish to send into the “Quantity” and select the course date from the drop down menu and click “Order now”.
We can also accept purchase orders from local authorities, government departments, and other public sector organisations and will consider account facilities for large corporate customers, follow this link to our payment options page for more information.
All bookings are subject to our terms and conditions.
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