Introduction

All over the world more and more organizations adopt ITIL as a means to organize their IT-organization via a process-based approach.

The ITIL Foundation Workshop introduces the concepts of IT Service Management based on the industry standard Information Technology Infrastructure Library (ITIL).

What is ITIL?

ITIL provides a comprehensive, consistent, and coherent set of best practices for IT Service Management Processes, promoting a quality approach to achieving business effectiveness and efficiency in the use of information systems.

Course Description

This course introduces the learners to ITIL, IT Service Management (ITSM), and the key processes that are part of the ITIL Best Practices framework. This Foundation syllabus is developed for and based upon new 5 volumes of the IT Infrastructure Library (ITIL Version 3) and covers the areas ofService Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement (CSI).

Who Should Attend

This Foundation Certificate in IT Service Management is intended for those who have to participate within ITSM and/or other quality control processes within the business: IT Staff, IT Managers, process owners, Helpdesk and/ or Service desk staff and/or other client-facing roles, Support Staff, and so forth. In general, however, this course is beneficial and useful for anybody with some basic IT experience – from “workfloor staff” to top management.

Course Objectives

After completing the course the participant will be able to:

• Communicate the meaning and relevance of ITSM within the IT organization and within the client organization, and can assist in setting up, managing and harmonizing ITIL processes with the other management processes.
• Understand the use of the IT infrastructure, the Business perspective, as well as basic understanding of real-life implementation and management issues
• Understand, Measure, Analyze and Report ITSM processes
• Understand the ITIL version 3 lifecycle model and the differences between ITIL version 2 and 3
• Determine and understand business and IT requirements by obtaining information from the client and/or business
• Support the tools and procedures necessary

Course Outline

1. Service Strategy
   • Service Portfolio Management
   • Financial Management for IT Services
   • Demand Management
2. Service Design
   • Service Level Management
   • IT Service Continuity Management
   • Availability Management 
   • Information Security Management
   • Service Catalogue Management
   • Supplier Management
   • Capacity Management
3. Service Transition
   • Service Asset & Configuration Management
   • Transition Planning & Support
   • Knowledge Management
   • Service Validation & Testing
   • Evaluation
   • Change Management
   • Release & Deployment Management
4. Service Operations
   • Incident Management
     
   • Service Desk
   • Request Fulfillment
   • Event Management
   • Access Management
   • Problem Management
5. Continual Service Improvement
   • Service Level Management
   • 7-step Improvement Process
   • Service Measurement
   • Service Reporting