ITIL Service Management Foundation

Duration: 

3 days

Who Should Attend?

•      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® and who need to be informed about and, therefore, contribute to an ongoing service improvement programme.

Candidate Pre-Requisites: 

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.

Examination: 

The course cost is inclusive of the examination fee. The course finishes with a one-hour multiple choice examination paper.

Participants:

From 5 to 15 people per course.

Learning 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. 

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.

Topics covered in the course include:

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.