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Courses > Business Skills Courses > ITIL® - V3 Foundation
 
   
 
ITIL V3 Foundation
 
Target Audience:  

IT professionals at all levels, including, but not limited to business managers, business process owners, technicians, infrastructure engineers and support staff who require an understanding of the ITIL®  framework and how it may be used to enhance the quality of IT service management.

 

The course culminates in an optional examination for the ITIL Foundation Certificate in IT Service Management. 

 
   
Objectives:  
  • To introduce the key concepts of IT Service management
  • To explain ITIL processes and activities covered in each of the ITIL modules
  • To explore the characteristics of IT Service Management good practice
  • To prepare delegates to apply ITIL practices back in the workplace
  • To provide a foundation for further study and/or certification 
 
   
Prerequisites:  

There are no formal pre-requisites for this course, however delegates should have a general awareness of IT issues and technologies and an appreciation of their own business environment.

 
   
 
       
     
  Duration: 3 Days
  Cost: £775 + VAT
     
 
  Course Date Location
     
Demand led
Call to request dates
     
     
         

Introducing IT Service Management as a Practice

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

The Service Lifecycle & Basic Concepts

  • Understanding the phases of the service lifecycle
  • The objectives and business value for each phase in the lifecycle
 

Service Strategy

  • Financial Management
  • Demand Management
  • Service Portfolio Management
 

Service Design

  • Service Level Management
  • Capacity Management
  • Availability Management
  • IT Service Continuity Management
  • Information Security Management
  • Supplier Management
 
   

Service Transition

  • Change Management
  • Service Asset & Configuration Management
  • Release & Deployment Management
  • Knowledge Management
 

Service Operation

  • The Service Desk
  • Technical Management
  • Operations Management
  • Operations Control
  • Facilities Management
  • Incident Management
  • Problem Management
  • Event Management
  • Access Management
  • Request Fulfilment Management