This course provides comprehensive first-level training for anyone
involved in provision, support, and delivery of IT Services. It is
accredited by, and follows the syllabus specified by the APM Group.
Who is this course suitable for?
This course is aimed at all levels of IT professionals, Customers, and
Users involved in the provision or receipt of IT Services.
What does this course cover?
The course covers the fundamentals of the IT Infrastructure Library
(ITIL) which covers the five core volumes which provide an end-to-end
view of IT and its integration with business strategy. Those five core
volumes are:
Service Strategy - provides guidance on how to design, develop, and
implement service management. It ensures that the overall business aims
and strategy is supported by the IT organisations aims and strategy.
Service Design - provides guidance on the design of new or changed services for introduction into the live environment.
Service Transition - provides guidance on managing change along with
risk and quality whilst ensuring IT Operations can manage those changes
within the context of the ICT Infrastructure.
Service Operation - provides guidance on the day to day management
of the ICT Infrastructure. It is also contributes to the Service
Management Lifecycle for carrying out those processes which contribute
to the optimisation of the services provided.
Continual Service Improvement - looks at the Service Management
Lifecycle. It identifies opportunities for improvements in the
efficiency, effectiveness of the processes and optimisation of the costs
associated with service provision.
It culminates in an optional one-hour multiple-choice examination for
the Foundation Certificate in IT Service Management Version 3 and is a
pre-requisite for the further training in ITIL Version 3 that leads to
the ITIL Diploma in IT Service Management.
The course is comprised of lecture sessions, short exercises which reinforce the knowledge gained and practice examinations.
Those delegates taking the certificate exam on the final day will need
to plan to spend 90-120 minutes each evening on revision and example
examination questions.
Are there entry requirements?
Involvement in the provision or receipt of IT Services.
What's included?
Our package includes lunch and refreshments, and full course materials.
Although the course is non-residential, we offer help finding appropriate hotels, close to the training venue.
Additional info
The ITIL Framework is a source of good practice in service management.
ITIL is used by organisations world-wide to establish and improve
capabilities in service management. Service Management is a set of
specialised organisational capabilities for providing value to customers
in the form of services.