ITIL Foundation Certification

Revision: TE9936_20061122

Course Length:

3 Days

Course Description:

This course provides IT Managers and Practitioners with a practical understanding of IT Service Management, the underpinning core ITIL Service Delivery and Service Support Processes and implementation guidance. It describes a set of processes involved in developing an IT framework and features both lecture and interactive hands-on learning experience throughout the course. This results in a thorough grounding in the basic theory of ITSM, which can be used to take the Foundation Certificate in IT Service Management, or to participate in ITSM projects at any level. The ITIL Foundations Certification Exam is administered at the end of the course.

Who Should Attend:

IT management, Business Unit Managers, IT Services Managers, Supplier Managers, Consultants and those responsible for the support and implementation of Information Technology will benefit from this course.

Benefits of Attendance:

Upon completion of this course, students will be able to:

• Understand consistent “best practices” communication of IT terminology and procedures
• Gain insights into the process relationships of business and technology management
• Understand Which processes are essential to support and deliver a quality IT Service
• Understand how these processes relate to each other and to wider IT issues
• Successfully introduce an integrated IT Service Management framework, based on ITIL best practice processes.

Prerequisites:

There are no prerequisites for this course.

Course Outline:

• Service Management
  1. What it is and why you should care
  2. Introduction to Framework Components
  3. ITIL introduction
  4. Continuous improvement
• Configuration Management
  1. Providing information on the IT Infrastructure
  2. Configuration items
  3. Configuration management database
• Service Desk
  1. The Service Desk Function
  2. Service desk options
• Incident Management
  1. The difference between incidents, problems and known errors
  2. Incident control process
  3. Classification, prioritization and escalation
• Problem Management
  1. Problems and known errors
  2. The problems control and error control processes
  3. Reactive and proactive problem management
• Change Management
  1. Change management process
  2. Approving and scheduling changes
  3. Change advisory board
  4. Emergency changes
• Release Management
  1. Release and distribution process
  2. Release policies and types
  3. Definitive software library
• Service Level Management
  1. Service level and operational level agreements
  2. Underpinning contracts
  3. Service improvement program
  4. Customer Relationship Management
• Financial Management
  1. Budgeting, accounting and charging
  2. Cost models and cost categorization
  3. Cost recovery
• Capacity Management
  1. Capacity database
  2. Demand and workload management
  3. Resource and performance management
  4. Capacity planning
• Availability Management
  1. Reliability and maintainability
  2. Resilience and serviceability
  3. Calculating availability
• IT Service Continuity Management
  1. Risk analysis
  2. Planning for potential disasters
  3. Testing and executing continuity plans
• ITSM Integration LAB
• Examination: ITIL Foundation for ITSM
  1. Exam preparation
  2. Take the ITIL foundations certification exam