ITIL® Foundation (Version 3)



Length: 3 Days
Course Fee: $1,495 USD
The cost and duration include the Foundation certification exam.

Overview
This course provides IT managers and practitioners with a practical understanding of the key concepts, principles, processes and functions that enables successful IT Service Management execution. It also prepares delegates for the ITIL® Foundation Certificate Examination. The course is based on the ITIL® best practice service lifecycle approach.

Objectives
The course enables delegates to understand how an integrated IT Service Management framework, based on ITIL® best practice guidelines, can be adopted and adapted within their own organizations. It provides proven practical guidance on how to successfully introduce an integrated IT Service Management framework based on the ITIL® best practice service lifecycle approach. The course includes the examination to achieve the ITIL® Foundation Certificate. The exam is taken on the third day of class.

Who should attend?
This course is for IT managers and practitioners involved in the strategy, design, and implementation and on-going delivery of IT services and who require an insight into Service Management best practices.

Certification
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 test with 40 questions, normally taken at the end of the course.

Structure
The course is based upon the OGC’s ITIL® Books:

  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation
  • Continual Service Improvement

Course content

  • 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
  • Key Principles and models of ITSM
    • The types of service providers
    • 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
    • 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 Fulfillment
      • Access Management
      • The 7 step improvement process
    • Overview of the functions:
      • Service Desk
      • Application Management
      • Operations Management
      • Technical Management
    • Explanation of the functions - Service Desk, Application Management, Operations Management, Technical Management
    • Organization structure and key roles - Using the RACI model
    • Technology and Architecture - Generic requirement for an integrated set of ITSM technology