Introduction

ITIL v3 Foundation Certificate in IT Service Management

Those of you familiar with Sysop classroom-based ITIL training courses will recognise the friendly voice of John Allder. His soft Accrington accent lends credibility and interest to, what may otherwise be, a rather dry and dusty subject.

John has designed and created this ITIL e-learning Foundation course from start to finish and included the very latest 2011 updates. He uses the same material as he would in the classroom but with a comfortable and intimate delivery style so suited to the e-learning medium.

Easy to follow modules

This CBT course consists of a number of online modules which you can follow at your own pace.

Each module consists of a training presentation video, followed by a quiz to test your knowledge. At the end of the course there are two example exam papers to give you a feel for the Foundation Course exam.

The course is designed for:

Individuals who require a basic understanding of the ITIL® framework and how it may be used to enhance the quality of IT service management within an organisation.
IT professionals working within an organisation that has adopted and adapted ITIL® to enable them to understand and therefore contribute to the ongoing service improvement programme.
This may include but is not limited to IT professionals, business managers and business process owners.

On successful completion of the course delegates will be able to understand:

Service Management as a practice.
The Service lifecycle.
Key principles and Models related to Service Management.
Be aware of:
Key Concepts.
Key processes.
Key roles.
Key Functions.
Associated Technology and Architecture.
The ITIL® Qualification scheme.
 

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Modules

ITIL v3 Foundation Certificate in IT Service Management

The ITIL Foundation eLearning course comprises the following study areas:

• Introduction
• Service Management Principles
• Service Operation
• Service Transition
• Service Design
• Service Strategy
• Continual Service Improvement (CSI)

Each module has a downloadable PDF reference guide, and an online interactive quiz to test your knowledge.

In addition, at the end of the course there are two example exam papers for the ITIL v3 Foundation exam to prepare you for the big day.

Topics

Service Management as a practice -

What is a service?
What is service management as a practice?

The Service Lifecycle -

Understanding the service lifecycle and the objectives and business value for each phase in the lifecycle.

Key Concepts -

Understanding the key concepts and terminology used within Service Management.

Key Principles and Models -

Service Strategy
What is service strategy.
The 3 types of service providers.
Service Design
The importance of the 4 “P’s”.
The 5 major aspects of Service Design.
The 7 sourcing approaches.
Service Transition
The service V model.
Service Operation
The polarised requirements of Service Operation e.g. stability versus responsiveness.
The importance of communication.
Continual Service Improvement
The PDCA and CSI models.
The importance of measurements and Governance.
Processes -

The 4 main activities within Service Strategy.
The 4 key processes within Service Design.
The 3 essential processes used in Service Transition.
The 4 day to day processes of Service Operation.
The 7 step improvement process of CSI.
Functions -

The service desk and its reliance on other Service management functions.

Roles -

The roles and their associated responsibilities within Service management.
 

Taxes

No sales tax is levied on sales outside the European Union.

For EU customers VAT is levied at UK standard rate.

Booking your Exam

ITIL FOUNDATION EXAMINATION

The ITIL Foundation (Foundation Certificate in IT Service Management) examination is available worldwide from Thomson Prometric, via a network of approved test centres.

Locating a Test Centre

The URL of the Prometric website is www.prometric.com/

Once have opened the Prometric website in your default web browser you can use the following steps to check the location of a test centre.

1) On the Prometric homepage in the “For Test Takers” box select Information Technology (IT) certification from the menu. In the  drop down menu now click on ISEB (Information Systems Examination Board).

2) You will now be on a page containing four options – schedule, reschedule, reschedule or confirm exam, Click START.

3) A page will now be presented on your screen containing about containing eight options such as locate a test site, schedule an appointment etc. Click on locate a test site.

4) Another page will now appear requesting you enter the country in which you wish to take the examination. Select the appropriate country and state (if applicable), then click the next button.

5) You will now be presented with information regarding ISEB (Information Systems Examinations Board), which is one of the ITIL exam institutes. Just click the next button on this page.

6) On the next page you will asked to choose your examination select BH0 – 006 ITIL v3 Service Management list of all the test centres in the country / state will now be Foundation Certificate (ITIL) and click the next button. A full presented on screen.

Note prices shown do not include VAT.

To Check for Available Dates & Times

Once you have located the most convenient test centre, you can proceed to check the available dates and times to take the ITIL Foundation exam by following the steps detailed below:

1) Click the schedule appointment button besides the test centre you have you chosen

2) You will now be asked to log into the web site using a username and password. If you are a new user of the Prometric website you will have to click on the appropriate button to create a profile. If not, just log in using your username and password.

3) Once you have logged in to the website you will be presented with a calendar showing the available dates for you to take the ITIL Foundation exam at the test centre of your choice. To see the available times on any specific day click on the appropriate date on the calendar. A list of available times will now be displayed in the box beside the calendar.

Follow-on Training

Intermediate (Classroom based) Capability Courses

ITIL3-OSA Operational Support and Analysis (4½ days)

ITIL3-RCV Release Control and Validation (4½ days)

ITIL3-SOA Service Offerings and Agreements (4½ days) 

ITIL3-PPO Planning Protection & Optimisation (4½ days)

More details here: http://www.sysop.co.uk/training-courses/17/itil-v3-courses#c4

The following dates are available for this course:

This is an online self-paced e-Learning course which you can complete at your own pace.

The course will be available online for 12 weeks from the time we confirm the availability of your access details.