The course covers the basic principles, terminology, structure and concepts of ITIL® based Service Management. It shows how ITIL® good practice guidelines can be adopted and adapted in order to improve the IT service management framework within an organization, encouraging them to consider services throughout their entire lifecycle
The course provides an insight into current Service Management thinking and prepares delegates for the ITIL® Foundation exam.
On successful completion of the course, delegates will be able to understand :
- Service Management as a practice
- The Service lifecycle
- Key principles and models in ITIL®
…and be aware of…
- Key concepts, processes, key roles and key functions
- Associated Technology and Architecture
This intensive three-day instructor led course consists of formal lecturing, discussions, exercises and mock exams.
On the last afternoon, the students will have the opportunity to take the ITIL® Foundation Certificate in IT Service Management examination. It is a one-hour, 40 question, multiple choice examination needing 26 (65%) to pass.
NB : Business Training also proposes this course in an e-learning version including mentor service : 595 EUR excl. VAT - licence validity : 12 months.
Introduction to Service Management and ITIL®
- Why an organisation should adopt Service Management based on ITIL®
- The ITIL® Service Lifecycle concept
- Key definitions, terminology, culture and principles of Service Management.
The Service Lifecycle
The objectives, business value, basic concepts, main processes and functions for each phase of the Service Lifecycle covered in the 5 core books:
1. Service Strategy
- Service Strategy process
- Service Portfolio Management
- Demand Management
- Financial Management
2. Service Design
- Service Level Management
- Service Catalogue Management
- Availability Management
- Information Security Management
- Supplier Management
- Capacity Management
- IT Service Continuity Management
3. Service Transition
- Change Management
- Service Asset and Configuration Management
- Release and Deployment Management
4. Service Operation
- Incident Management
- Event Management
- Request Fulfilment
- Problem Management
- Access Management
- Functions: Service Desk, Application Management, Operations Management and Technical Management
5. Continual Service Improvement
- The 7 step improvement process
Technology and Architecture
IT Professionals, IT Support Staff, Application, Project and Business Managers, Any member of an IT team involved in the delivery of IT Services.
None. However delegates should have some experience of IT Service Management.