ITIL Foundation
Course
Online
Description
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Type
Course
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Methodology
Online
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Start date
Different dates available
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Online campus
Yes
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Support service
Yes
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Virtual classes
Yes
This accredited multimedia training suits beginners to ITIL and provides everything required to pass the ITIL Foundation exam.
The course takes approximately 10 study hours - then you're ready to book your exam.
Facilities
Location
Start date
Start date
About this course
Anyone who requires a basic understanding of the ITIL Framework and how it may be used to enhance the quality of IT Service Management within an organisation.
IT Professionals that are working within an organisation that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement programme.
What's Included
12 months online access to the accredited ITIL Foundation course
Full tutor support plus many additional materials to help put ITIL into practice
ITIL Foundation mock exam revision tool
ITIL Process Map
Reviews
Subjects
- Technology
- Service Management
- Benchmarking
- Service Strategy
- Service Portfolio management
- Availability management
- IT Service
- Service Desk
- Problem Management
- Request fulfillment
Course programme
Session 1 – Overview of ITIL & Service Management
Objectives of course
What is Service Management?
What are services?
Early history of ITIL and the future of ITIL?
ITIL examination bodies
Complimentary standards and publications
Why is good practice needed?
Benchmarking
Overview of the ITIL Service Lifecycle stages
Functions, processes and roles explained
Topic quiz
Session 2 – Service Strategy
Session objectives including an overview and introduction to Service Strategy
Key concepts within Service Strategy
The Service Portfolio and the Service Catalogue
Topic quiz
Service Strategy processes
Components of value and value creation
Service Portfolio management process and roles
Demand management process and roles
Generic roles, Service Owner, Process Owner, Process Manager, Process
Practitioner, Product Manager and the Business Relationship Manager role
Session 3 – Service Design
Overview of Service Design
Topic quiz
Supplier and Service Level management
Service Catalogue management
Availability management
Information Security management
Capacity management
IT Service Continuity management
Design coordination
Session 4 – Service Transition
Overview of the Service Transition stage of the Service Lifecycle
Topic quiz
Service Transition processes
Roles involved with Service Transition activities
Session summary
Session 5 – Service Operation
Overview of the Service Operation stage of the Service Lifecycle
Topic quiz
Incident management process, problem management, event management,
request fulfillment, access management methods, activities and tools, generic
process activities
Service desk and other functions
Session summary
Session 6 – Continual Service Improvement
Overview of the Continual Service Improvement stage of the Service Lifecycle
CSI tools and techniques including the Deming cycle, CSI model and the CSI register
7 Step Improvement process model
Roles involved in CSI
Session summary
Session 7 – Technology & Architecture
Objectives for use of technology and tools
Tool evaluation and tool selection process considerations
Tools and technology across the Service lifecycle stages
Session summary
Session 8 – ITIL qualification scheme & exam technique
Session 9 – Exam simulator
ITIL Foundation