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ITIL v3 Foundation Certificate
The ITIL v3 Foundation certificate forms the official introduction to the IT Infrastructure Library (ITIL), which consists of 5 inter-related books providing guidance and advice on the best practice for the delivery and support of IT services.
ITIL is the only comprehensive framework for best practice IT Service Management in the world. This foundation course explains why the service lifecycle approach outlined within ITIL represents best practice for ITSM today and introduces each concept.
The course prepares delegates for the ITIL Version 3 Foundation exam, which is a recognised entry-level professional qualification in ITSM and a pre-requisite requirement for all higher level ITIL V3 qualifications. |
Credits
Successful candidates will be awarded 2 credits towards the ITIL Expert qualification.
Who Should Attend
The course is for all IT professionals involved in the delivery of business-focused IT services.
Pre-requisites
There are no formal entry requirements for the course or examination, but it is assumed that all delegates will have a basic level of IT literacy.
Additional Costs
Prices shown are excluding VAT - there is also an additional exam fee of £120+VAT |
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COURSE OVERVIEW
This course is aimed at all personnel who wish to become familiar with ITIL V3 Service Management, as defined in the OGC IT Infrastructure Library.
At the end of the each day there is also chance for an open discussion on the overall lessons learnt and how they relate to the client's current mode of operation.
COURSE TOPICS
INTRODUCTION
Service Management as a Practice
What is a Service?
What is Service Management?
THE SERVICE LIFECYCLE
Understanding the Service Lifecycle
Understanding the key objectives and business value for each phase in the Service Lifecycle
KEY CONCEPTS
Understanding key concepts and technical terms employed within the IT Service Management discipline.
SERVICE STRATEGY
What is Service Strategy
3 types of Service Providers |
SERVICE DESIGN
Designing for the 4 P’s
The 5 Major Aspects of Service Design
The 7 Sourcing Approaches
SERVICE TRANSITION
The Service V model
SERVICE OPERATION
The polarised requirements of Service Operation
Stability versus Responsiveness
The importance of communication
CONTINUAL SERVICE IMPROVEMENT
The PDCA Model
The CSI Model
The importance of Measurements and Governance
APMG EXAMINATION PROCESS EXPLAINED
Hints and tips on Passing the examinations
Typical examination Scenarios and Questions
Mock Examination papers
Delegates will need to bring Photographic ID to show the Invigilator before the exam can be taken |