ITIL Foundation

Course Objectives

First-level training for IT personnel and customers of IT to gain an understanding of the ITIL terminology.

Students will gain knowledge of the ITIL Service Lifecycles, the ITIL processes, roles and functions. They will also gain an understanding of how the Service Lifecycle provides effective and effi cient IT Services which are aligned and underpin Business processes.

The course prepares students for the multiple choice exam leading to the Foundation Certificate in IT Service Management, a pre-requisite for further ITIL courses leading to the ITIL Expert diploma.

The exam can be sat at any ProMetric or Pearson Vue Test Centre

Course Content

Introduction to IT Service Management and ITIL Service Strategy	Designing, developing and implementing service management as a strategic asset to align with Business processes.
Service Design	The design and development of service and service management processes.
Service Transition	The building, testing, authorising, documenting and implementing new and changed services into operation.
Service Operations	The day-to-day support and management of live services
Continual Service Improvement	Creating and maintaining value for customers through monitoring and improving services, processes and technology throughout the lifecycle.
Exam Practice	Mock Papers

Outline Programme

• Introduction: Key concepts of Service Lifecyle and need for “good practises”
• Service Strategy: Service Portfolio Management, Business Relationship Management, Financial Management
• Service Design: Design Coordination, Service Catalogue Management, Service Level Management, Availability Management, Capacity Management, IT Service Continuity Management, Information Security Management, Supplier Management
• Service Transition: Knowledge Management, Service Asset and Configuration Management, Change Management, Planning and Support, Release and Deployment Management, Validation and Testing, Evaluation
• Service Operation: Service Operation Functions, Service Desk, Incident Management, Request Fulfilment, Event Management, Access Management, Problem Management
• Continual Service Improvement: Reporting, Reviewing, Measuring, Improving

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