ITIL Foundation

Aims and Objectives
Articulate the purpose and objectives of Service Management.
Appreciate the concepts and processes of Service Management: a controlled and disciplined approach to the support and delivery of quality services.
Identify the costs, benefits and problems of introducing and running Service Management.
Appreciate the ITIL processes and procedures needed to deliver effective quality IT.
Identify the key elements of the eleven ITIL Service Management disciplines.
Appreciate the crucial role planning plays in delivering Quality IT services.
Monitor and measure in order to quantify successful Service Delivery.
Appreciate the crucial role SLA's play in ensuring both the customer and IT supplier understand an organisation's business and IT requirements.

Target Audiences
This course is for IT staff of all levels who are involved in the delivery or support of IT services.

Prerequisites
This course prepares delegates for the ISEB FOUNDATION examination in Service Management. If you wish to cover the topics but not take the exam it is recommended you take the ITIL ESSENTIALS course.

Course Content
Module 1: Introduction to and reasons for ITIL
Module 2: ITIL vocabulary, key terminology and processes Inter-dependencies of the ITIL modules.
Module 3: Justifying ITIL in an organisation
Module 4: ITIL and Quality
Module 5: Planning for Service Management
Module 6: Service Level Management and SLAs
Module 7: Understanding
Module 8: Identifying and controlling IT resources
Module 9: Effective handling of incidents and problems
Module 10: Speedy restoration of services and resolution of problems
Module 11: Understanding the essential role of the Service Desk in delivering quality IT services that delight your customers
Module 12: Controlling changes in an organisation and delivering required benefits through controlled release processes
Module 13: Capacity planning for IT resources
Module 14: Planning for high availability and IT Service Continuity
Module 15: Anticipating large and small service interruptions
Module 16: Understanding the financial issues inherent in providing quality IT services
Module 17: Improved Management reporting as a result of disciplined data collection
Module 18: Examination practice, technique, hints and tips.