Training Courses
ITIL® V3 Foundation Certificate in Service Management
Merit, Liverpool Digital, 2nd Floor, Faraday House, 360 Edge Lane, Liverpool L7 9NJ
Member cost: £ 745 (excluding VAT)
Non Member cost: £ 795 (excluding VAT)
Duration: 3 days
SkillWorks Funding
Subject to availability, Merseyside-based SMEs can access 60% funding from SkillWorks towards the cost of this course. Please click on the link at the bottom of this page to confirm your eligibility.
Course Description
The IT Service Management Foundation Course is a 3 day course which introduces the concept of IT Service Management (ITSM) and gives a framework for identifying and interrelating the various activities involved in developing, delivering, measuring, and improving IT services to the user communities.
The origins of the course can be found in what is known as the Information Technology Infrastructure Library (ITIL®), a set of documents describing best practices in a number of IT service areas.
ITIL was first developed by the UK Government who created the Information Technology Infrastructure Library after consulting and involving industry experts and government organizations in relationship to “Best Practice”. Its popularity as a driving force behind effective IT management has resulted in the establishment of a certification program.
The first level of certification is known as ITIL Foundation Certification, the purpose of which is to establish that an individual has a solid understanding of ITIL. This course, combined with additional experience, contributes to the students’ capacity to successfully pass the ITIL Foundation Certification.
Prerequisites
There are no specific prerequisites for this course but 1 years experience in the IT industry would be preferable.
Course overview
Gain an understanding of Service Management as a practice
The concept of Good Practice
The concept of Service
The concept of Service Management
Define and distinguish between Functions, Roles and Processes
The process model
Characteristics of processes
Gain an understanding of the Service Lifecycle
The objectives and business value for each phase in the lifecycle
Key Principles and Models
Candidates will be able to comprehend and account for key principles and models of Service Management and balance some of the opposing forces within Service Management
Service Strategy
The three types of Service Providers
Define the market
Develop the offerings
Develop the strategic assets
Prepare for execution
Service Level Management
Service Design
The importance of People, Processes, Products and Partners for Service Management
The five major aspects of Service Design
Different sourcing approaches and options
Service Transition
The Service V model
Change Management
Service Asset and Configuration Management
Release and Deployment Management
Service Operation
IT Services versus Technology
Stability versus Responsiveness
The role of communication in Service Operation
Incident Management
Event Management
Request Fulfilment
Problem Management
Continual Service Improvement
Basic concepts , process activities, interfaces and metrics for the 7 step improvement process
The role of Governance for Continual Service Improvement
Key Concepts
Gain an understanding of the key terminology and key concepts of Service Management
Processes
Candidates will gain an understanding of how the Service Management processes contribute to the Service Life Cycle
Roles
After completing this course candidates will be able to account for the role and responsibilities of the key roles in Service Management
Functions
This aims to help the candidate explain the role, objectives, organisational structures, staffing and metrics of the Service Desk function and to state the role, objectives of the other three functions which are:
Technical Management
Application Management
IT Operations Management
Technology and Architecture
Looks at some of the generic requirements for an integrated set of Service Management Technology
Included in the price:
Course manual
Exam (on 3rd day of training)
Refreshments and buffet lunch
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