Pre-exam Refresher

This one day workshop is designed for candidates who have previously undergone ITIL ® training to foundation level and now want to revisit this knowledge gained to enable them to sit the Foundation exam.

This workshop does not offer the examination at the end. It is expected that students will arrange to take the ISEB Service Management Foundation exam at a prometric test centre.
The workshop will be very interactive, reviewing the eleven disciplines ensuring the salient points within each discipline are identified and understood.

There will be practice examination questions and at least one practice examination paper used during the course of the day, which will be marked and then reviewed. This will act as a useful revision aid and identify which, if any, particular topic requires specific attention.

On completion, delegates will have refreshed knowledge of the ITIL ® Service Management disciplines and be familiar with the format of the foundation examination questions, providing the delegate with the level of understanding required to successfully complete the ISEB Service Management Foundation examination.

Structure

Workshop sessions will be delivered using a number of techniques:

• Formal topic reviews using powerpoint
• Informal group discussions.
• Question answer sessions
• Examination practice

Pre – Requisites

Attendees must already have undergone training to Foundation level.

Topics:

The examination (reminder)

What is Service Management?

Planning for Service Management -

Service Support Activities -

• Service Desk
• Configuration Management
• Incident management       
• Problem Management       
• Change Management
• Release Management

Service Delivery Activities -

• Service Level Management
• Availability Management
• Capacity Management
• IT Service Continuity
• Financial Management

 Workshop Summary and Review