Code: 
ITIL-F3-3
Duration: 
0.5-5 Day(s)
Price: 
£1260-995

Overview

The ITIL Foundation Certificate in IT Service Management course provides comprehensive first-level training for anyone involved in provision, support, and delivery of IT Services.

The course covers the fundamentals of the IT Infrastructure Library (ITIL) core volumes which provide an end-to-end view of IT and its integration with business strategy.  

You will gain a general overview of the IT Service Management Lifecycle which is outlined in ITIL's five core books - Service Strategy, Service Design, Service Transition, Service Operation and Continual Service  improvement. Delegates attending the course will gain competence in: 

  • Aligning the ITIL processes and functions to the service lifecycle stages
  • Recognizing the general principles of service management and the key principles of service strategy and service design
  • Defining key concepts within the service transition processes
  • Interpreting the principles that are used within service operation
  • Recognizing the key principles of continual service improvement
  • Daily exam practice and review sessions

Audience

Those who work in the IT industry and want to learn best practices for IT service management, including those who want to achieve ITIL Foundation Certification.

Skills Gained

  • Prepare for and take the ITIL Foundation Certification Exam
  • Identify opportunities to develop IT processes using ITIL
  • Interact with IT teams using ITIL terminology and concepts
  • Explore the components of service management processes
  • Recognize the importance of IT and business integration

Course Specifics

Course Outline

Service Management as a Practice

Concepts of IT service management
  • The efficient development of new services and the improvement of existing services
  • Good practice
  • Functions, roles and processes
The service lifecycle
  • Design, development and utilization of services
  • Utility and warranty
  • Service design and the business
  • IT and the business integration

ITIL Service Lifecycle

The five core processes
  • Service strategy
  • Service design
  • Service transition
  • Service operation
  • Continual service improvement
The value of the ITIL service lifecycle
  • Integrating the processes throughout the lifecycle
  • Explaining the objectives and scope for each phase

ITIL Core Concepts

Identifying and documenting the services
  • Service portfolio
  • Service catalog
  • Business case
  • Risk
  • Service provider
  • Supplier
  • Service level agreement (SLA)
  • Operational level agreement (OLA)
Optimizing the infrastructure
  • Service request
  • Change and release
  • Event, alert and incident
  • Known error and known error database (KEDB)
  • Service knowledge management system (SKMS)

ITIL Key Principles and Models

Value-creation through services
  • Balancing opposing forces
  • Management information systems and tools
Exploring the importance of people, processes, products and partners
  • Critical success factors
  • Measurement methods and metrics

ITIL Processes

Service strategy
  • Service portfolio management
  • Financial management for IT services
  • Business relationship management
Service design
  • Service level management (SLM)
  • Design coordination
  • Service catalog management
  • Supplier management
  • Risk assessment and IT service continuity management
  • Defining the scope of information security management
  • Capacity management
  • Availability management
Service transition
  • Business value, asset and configuration management
  • Explaining the objectives of change management
  • Knowledge management
  • Transition planning
  • Release and deployment management
Service operation
  • Process activities of incident and problem management
  • Request fulfillment
  • Stating the purpose of event and access management
Continual service improvement
  • The seven-step improvement process
  • The Deming Cycle (plan, do, check, act)
  • Critical success factors (CSF) and KPIs
  • Types of metrics

Service Management Functions and Roles

Outlining IT organization functions
  • Service desk function
  • IT operations function
  • Technical management function
  • The application management function
Defining service roles
  • The responsibilities of key roles in service management
  • Process owner
  • Service owner
  • Process manager
  • Process practitioner
  • Recognizing the RACI responsibility model and its role in determining organizational structure
  • How service automation assists with integrating service management processes

Thinking about Onsite?

If you need training for 3 or more people, you should ask us about onsite training. Putting aside the obvious location benefit, content can be customised to better meet your business objectives and more can be covered than in a public classroom. It's a cost effective option.

Submit an enquiry from any page on this site, and let us know you are interested in the requirements box, or simply mention it when we contact you.

Upcoming Dates

Course Location Days Cost Date
London
3 1695 £1695 2018-05-14
London
3 1695 £1695 2018-04-23
Bristol
3 1295 £1295 2018-04-16
Birmingham
3 1295 £1295 2018-04-16
Heywood
3 937 £937 2018-04-09
Heywood
3 1260 £1260 2018-04-03
Liverpool
3 1295 £1295 2018-04-03
London
3 1695 £1695 2018-04-02
Coventry
3 1295 £1295 2018-03-27
London
3 1295 £1295 2018-03-27
London
3 1295 £1295 2018-03-27
Manchester
3 1295 £1295 2018-03-27
Brighton
3 1295 £1295 2018-03-27
London
3 1295 £1295 2018-03-26
Leeds
3 1295 £1295 2018-03-26
London
3 1295 £1295 2018-03-26
London
3 1295 £1295 2018-03-22
London
3 1295 £1295 2018-03-22
Bristol
3 1295 £1295 2018-03-20
Manchester
3 1295 £1295 2018-03-19
Milton Keynes
3 1295 £1295 2018-03-19
Edinburgh
3 1295 £1295 2018-03-19
London
3 1295 £1295 2018-03-19
London
3 1295 £1295 2018-03-19
London
2 1345 £1345 2018-03-15
Edinburgh
3 1380 £1380 2018-03-14
Aberdeen
3 1295 £1295 2018-03-14
London
3 1295 £1295 2018-03-14
London
3 1380 £1380 2018-03-14
London
3 1695 £1695 2018-03-12
Manchester
3 1380 £1380 2018-03-09
Glasgow
3 1295 £1295 2018-03-09
London
3 1295 £1295 2018-03-08
London
3 1295 £1295 2018-03-08
London
3 1295 £1295 2018-03-07
Leeds
3 1295 £1295 2018-03-07
Exeter
3 1295 £1295 2018-03-07
Newcastle
3 1295 £1295 2018-03-06
Manchester
3 1295 £1295 2018-03-06
Birmingham
3 1295 £1295 2018-03-06
Nottingham
3 1295 £1295 2018-03-05
Heywood
3 937 £937 2018-03-05
London
3 1295 £1295 2018-03-05
London
3 1295 £1295 2018-03-05
London
3 1295 £1295 2018-03-02
London
3 1295 £1295 2018-03-02
London
3 1295 £1295 2018-02-27
London
3 1295 £1295 2018-02-27
Reading
3 1295 £1295 2018-02-26
London
3 1295 £1295 2018-02-26
London
3 1295 £1295 2018-02-26
London
3 1295 £1295 2018-02-23
London
3 1295 £1295 2018-02-23
Liverpool
3 1295 £1295 2018-02-22
Dundee
3 1295 £1295 2018-02-21
Birmingham
3 1295 £1295 2018-02-21
Bristol
3 1380 £1380 2018-02-21
Ipswich
3 1295 £1295 2018-02-20
London
3 1380 £1380 2018-02-20
Leeds
3 1380 £1380 2018-02-20
London
3 1295 £1295 2018-02-20
London
3 1295 £1295 2018-02-20
London
3 1695 £1695 2018-02-19
Manchester
3 1295 £1295 2018-02-19
Birmingham
3 1380 £1380 2018-02-16
London
3 1295 £1295 2018-02-15
London
3 1295 £1295 2018-02-15
London
3 1295 £1295 2018-02-14
London
3 1295 £1295 2018-02-14
Swindon
3 1295 £1295 2018-02-14
London
3 1295 £1295 2018-02-12
Coventry
3 1295 £1295 2018-02-12
Edinburgh
3 1295 £1295 2018-02-12
Leeds
3 1295 £1295 2018-02-12
London
3 1295 £1295 2018-02-12