Description

This online self-study course leads to the I.S.E.B examination and qualification ITIL v2 "Foundation Certificate in IT Service Management".

The course is designed for:

• Staff entering an IT environment who might have day to day responsibility within one of the Service Management disciplines.
• Staff working in an IT Service Management discipline who wish to broaden their understanding of how their role fits into the wider Service Management framework.
• Other staff whose effectiveness would be enhanced by a greater awareness and understanding of best practices in IT Service Management.

This course and examination is a pre-requisite for Staff
intending to sit further examinations in IT Service Management.

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

Identify the main components of the IT
Infrastructure Library.
Understand and apply the concepts of
Configuration Management.
Be aware of the main functions of the Service Desk.
Identify terms, procedures and management
reports within Incident, Problem and Change
Management.
Understand the processes and benefits of effective
Release Management.
Identify the functions of Service Level Management
and be aware of the ongoing processes involved.
Describe and measure service availability.
Understand the basic elements of Financial
Management for IT services.
Understand IT Service Continuity and its
implications on IT service quality.
 

Structure

This is a internet accessed CBT course.

The course uses the same content and lecturer as its classroom equivalent. There are progress tests and a downloadable course manual.

A transcript of the lecturer's presentation is available to aid study.

The course consists of around 18 hours self-study time (including exercises) and will be accessible for 90 days from activation.

Topics

What is the IT Infrastructure Library? -

Service Support
Monitoring and Controlling IT Assets
Customer Liaison and the role of the
Service Desk
Incident control techniques
Problem Resolution Mechanism
Change Control Procedures
Release Management
Service Delivery
Service Level Management
Capacity Planning
Availability Management
Financial Management for IT services
IT Service Continuity
The Examination
 

Pre-requisites

Students should have a general awareness of IT and appreciation of their own business environment.
 

Recommended Follow-up Training

Participants who will be responsible for, or working
within specific ITIM activities should attend the courses on the appropriate modules. Those being:

ITIM-MSD Managing a Service Desk
ITIM-CCPM Change Control & Problem Management
ITIM-PCBR Planning Capacity for Business Requirements
ITIM-BRM IT Business Relationship Management
ITSM-PSLM Service Level Management
ITSM-PPM Problem Management
ITIM-PCM Change Management
ITIM-PSDI Service Desk & Incident Management

Participants wishing to take the I.S.E.B. examination leading to the Managers’ Certificate in IT Service Management must hold the Foundation Certificate in IT Service Management, and should also attend:

ITIM-SS Service Support
ITIM-SD Service Delivery
ITIM-ME ITIL ® Examination
ITIM-REV ITIL ® Review Day
I.S.E.B Foundation examination

The following dates are available for this course:

Dates for this course are available on request. Please Contact us for details.