Description

This classroom based course leads to the I.S.E.B examination and qualification “ITIL® Foundation Certificate in IT Service Management”.

    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.

Pre-Requisites

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

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.

Follow-up Training

Intermediate Capability Courses

ITIL3-OSA  Operational Support and Analysis (5 days) course outline

ITIL3-RCV  Release Control and Validation (5 days) courses outine

ITIL3-SOA  Service Offerings and Agreements (5 days) course outline

ITIL3-PPO  Planning Protection & Optimisation (5 days) course outline

The following dates are available for this course:

Heywood (Manchester)

• 29-31 May 2012
• 23-25 July 2012
• 5-7 September 2012
• 15-17 October 2012
• 26-28 November 2012
• 17-19 December 2012

London

• 22-24 May 2012
• 26-28 June 2012
• 9-11 July 2012
• 17-19 July 2012
• 10-12 September 2012
• 11-13 September 2012
• 16-18 October 2012
• 13-15 November 2012
• 11-13 December 2012

Maidenhead

• 29-31 May 2012
• 5-7 September 2012
• 30 October-1 November 2012

Warwick

• 21-23 May 2012
• 20-22 June 2012
• 9-11 July 2012
• 13-15 August 2012
• 10-12 September 2012
• 8-10 October 2012
• 12-14 November 2012
• 10-12 December 2012

Reading

• 11-13 June 2012
• 15-17 August 2012