ITIL® v3 Foundation
Course Outline
ITIL® Foundation is a 3-day non-residential course which provides you with an excellent introduction to IT service management as described by the latest version (version 3) of the IT Infrastructure Library (ITIL).
At an appropriate level the course covers all of ITIL v3 Lifecycle, including Service Strategy, Design, Transition, Operation and Continual Service Improvement.
This course is suitable for all levels of IT Staff.
- It is a non-technical course and is suitable for non-IT staff whose effectiveness would be enhanced by a greater awareness and understanding of best practices in IT service management.
- It is especially beneficial for those individuals who have responsibility for designing and / or implementing Best Practice solutions for IT service management.
- This course is suited for anyone who wishes to develop his or her career by attaining a formal qualification in IT service management (and who might wish to go on and study for higher level qualifications in this field).
We make our training highly relevant and easy to apply, keeping the class sizes small to enable individual attention. Nightly homework is set to help you consolidate your knowledge.
This course has been accredited by the Information Systems Examination Board (ISEB), which is a part of the British Computer Society (BCS) who are the examining body for ITIL®.
The qualification gained is the internationally recognised ISEB Foundation Certificate in ITIL®.
The Foundation exam is a closed book 1 hour paper, of 40 multiple choice questions in which you must get 65% in order to pass. The Foundation Certificate counts for 2 credits, and is a pre-requisite of higher level courses. The paper is taken on the afternoon of the 3rd day.
What You Will Learn
ITIL® Introduction
- IT Service Management, the Service Lifecycle and best practice
- Concept of Service Management
- Key Principles and Model of IT Service Management
- Definition of a Service
- Definition of Functions, Roles and Processes
- The need for a strong service culture
The Service Lifecycle
The objectives and business value of each phase of the Service Lifecycle covering the 5 core books:
- Service Strategy
- Service Design
- Service Transition
- Service Operation
- Continual Service Improvement
Key Principles and models of ITSM
- The types of Service Provider
- The five major aspects of Service Design
- The service V model
- The Continual Service Improvement model
The Process and Functions
Define the characteristics of a process. The objectives, business value, basic concepts, roles and interfaces of:
- Service Portfolio Management
- Service Level Management
- Incident Management
- Change Management
The Objectives and basic concepts of
- Demand Management
- Financial Management
- Service Catalogue Management
- Availability Management
- Capacity Management
- Supplier Management
- Information Security Management
- IT Service Continuity Management
- Service Asset and Configuration Management
- Release and Deployment Management
- Event Management
- Problem Management
- Request Fulfillment
- Access Management
Exam Preparation
- Sample Foundation Exam Questions
Booking Confirmation
To confirm a public course booking, please return the completed booking form with your cheque payment (payable to 'Scoll Methods Ltd'), or Credit/Debit card details.
For on-site or tailored courses, please contact our sales department on 0800 458 9121.
