Duration: 3 Days

This course is designed for all levels of IT Service and Support staff. This courseware provides IT professionals with the knowledge to write the accredited industry certification exam for ITIL™ Foundations certificate in IT Service Management. The Foundation level focuses on knowledge and comprehension to provide a good grounding in the key concepts, terminology and processes of ITIL V3. At this level, the qualification remains very similar to the ITIL V2 Foundation qualification. Whether adopting ITIL™ or embarking on continuous service improvement, participants will gain a fundamental understanding of how IT Service Support and Delivery can be best organized to align IT with business needs, improve service quality and reduce long-term costs.

Prerequisites
1 - 2 years of IT experience along with the following Course

Certification preparation
ITIL certification: Practitioner / Manager

Accreditation
The IT Infrastructure Library (ITIL™) is a series of publications giving best practice guidance on the provision of IT services and the accommodation and environmental facilities needed to support IT. ITIL is supported by a certification structure, administered by the “ITIL Certification Management Board” (ICMB) founded by EXIN - Examination Institute for Information Science.

Target Audience
Students should have 1-2 years of experience within environments such as:
• Members of Help Desks, Call Centers, or Service Desks
• IT Management
• Employees who support any aspect of IT Operations Management
• Relationship managers who are the interface between IT and the business

Course Objectives

• Course manual, mock exams
• Throughout the courseware, examples will be used to illustrate how ITIL relates to each student’s daily activities and they will work on exercises to reinforce the ITIL Core Lifecycle. The content of the course is designed to provide a balance of theory, practical application and self-study components.
• Introductions
• ITIL Overview
• IT Service Management as a Practice
• Service Operation Processes con’t
• Service Design Processes
• Service Transition Processes
• Service Strategy Lifecycle Processes
• Continual Service Improvement Processes
• Review
• Exam Registration

Course Outline

• ITIL Overview
• Service Management as a practice
• ITIL core lifecycle
• ITIL core lifecycle stages
• ITIL core lifecycle processes
• Service strategy
• Service design
• Service transition
• Service Operation functions and roles
• Service Operation lifecycle processes
• Continual Service improvement
• The Processes in the lifecycle core
• Class exercise to reinforce knowledge
• Mock exam
• Review

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Duration: 2 Days

Designed for all levels of IT Service and Support staff, this course (in the form of a student guide) provides IT professionals with accredited industry certification of the ITIL best practice framework. Whether adopting ITIL or embarking on continuous service improvement, participants gain a fundamental understanding of how IT Service and Support can be best organized to align IT with business needs, improve service quality and reduce long-term costs. Participants learn in an interactive dialogue-based setting from seasoned process consultants who have gained years of experience through numerous service improvement assignments. To reinforce retention and knowledge transfer, students work through applied exercises after each module.

Certification preparation
• Participants are equipped with mock exams and certification exam preparation guides.
• Prepares participants for the 1 hour, 40-question multiple choice exam.

Accreditation
Examination Institute for Information Science (EXIN) accredited and approved content.

Target Audience
Students should have 1-2 years of experience within environments such as:

• Help Desk, Service Desk, Technical Support, Process Leadership, Call Centre

• Change Management, Release Management, Service Level Management, Availability Management, Capacity Management, Financial Management for IT
• IT Professionals who desire to achieve the ITIL Practitioner or Masters levels

Course Objectives
Immediate benefits of attending this course:

• Gain an understanding of the ITIL framework and its relationships with the 10 foundational processes and Service Desk functions

• Ability to illustrate how the ITIL processes can be utilized in any size organization
• Ability to blend IT services with the current and future needs of the business/customer
• Improve on the quality of the IT service delivered
• Knowledge of how to reduce the long-term costs of IT service provisions
• Ability to promote a common vision and language within the IT infrastructure

Course Outline
1. Service Desk Function
2. Incident Management Process
3. Problem Management Process
4. Change Management Process
5. Release Management Process
6. Configuration Management Process
7. Service Level Management Process
8. Availability Management Process
9. Capacity Management Process
10. IT Service Continuity Process
11. Financial Management for IT Services Process