This course based in London provides IT Managers and Practitioners with a practical understanding of the key concepts, principles, processes and functions that enables successful IT Service Management provision.
It also prepares delegates for the ITIL Foundation Certificate Examination. The course is based on the ITIL best practice service lifecycle approach.
Available dates
- 7 - 9 Sep 2011
- 19 - 21 Sep 2011
- 3 - 5 Oct 2011
- 17 - 19 Oct 2011
- 24 - 26 Oct 2011
- 9 - 11 Nov 2011
- 21 - 23 Nov 2011
- 7 - 9 Dec 2011
- 19 - 21 Dec 2011
|
- 3 - 5 Jan 2012
- 16 - 18 Jan 2012
- 6 - 8 Feb 2012
- 20 - 22 Feb 2012
- 19 - 21 Mar 2012
- 2 - 4 Apr 2012
- 16 - 18 Apr 2012
|
Who is this course suitable for?
- IT Managers and Practitioners involved in the strategy, design, and implementation and on going delivery of business-used IT services and who require an insight into Service Management best practice.
What does this course cover?
During the course, you will learn:
- To understand how an integrated IT Service Management framework, based on ITIL best practice guidelines, can be adopted and adapted within their own organisations.
- To provide proven practical guidance on how to successfully introduce an integrated IT Service Management framework based on the ITIL best practice service lifecycle approach.
By studying:
Introduction to Service Management
- The importance of Service Management
- Definition of a Service and Service Management
- The need for a service culture
- Service Management as a practice
The Service Lifecycle
- The objectives and business value for each phase of the lifecycle
- 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
- Technology and Architecture
- Generic requirement for an integrated set of ITSM technology
Are there entry requirements?
There are no formal entry requirements.
What's included?
Our package includes 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
This course will help prepare delegates for the following exam(s)
The Foundation Certificate in IT Service Management, which is a pre-requisite for the all other ITIL-based Certificates in IT Service Management. The examination is a 1-hour multiple choice paper, normally taken at the end of the course, at an additional fee.
- One free examination re-take is provided for any delegates attending public courses.
Please note: the cost of the exam is not part of the course cost. The exam can be booked with us at an additional charge and taken as part of the course.
*** We also offer ITIL v3 Foundation courses via distance learning, for further details follow this link. ***
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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