ITIL Foundation - Service Management v3

Objectives
1. To understand how an integrated IT Service Management framework, based on ITIL best practice guidelines, can be adopted and adapted within their own organisations.
2. To provide proven practical guidance on how to successfully introduce an integrated IT Service Management framework based on the ITIL best practice service lifecycle approach.
3. To prepare delegates for examination

Requirements
A basic level of IT literacy

Suitable For
Everyone who is tasked with developing, delivering and supporting new or existing applications and services; typically this includes application developers, administration, implementation, delivery, support and relationship management staff. Also staff who require the internationally recognised ITIL Foundation Certificate in IT Service Management.
The course provides practical advice to help new and experienced Service Support and Delivery staff to do their job better.
This course is based on the latest version of ITIL - launched in May 2007.

Descripction
ITIL is the only consistent and comprehensive documentation of best practice for IT Service Management. Used by many hundreds of organisations around the world, a whole ITIL philosophy has grown up and provides guidance on the provision of quality IT services and on the accommodation and environmental facilities needed to support IT. ITIL has been developed in recognition of organisations´ growing dependency on IT and embodies best practices for IT Service Management.

The philosophy and approach of ITIL are now documented in a series of books covering 10 critical areas of IT Service Management to promote business effectiveness in the use of information systems. This in turn has led to the establishment of qualifications through examination for individuals involved in IT Service Management. The impact of ITIL has led to a rapid increase in demand for staff qualified in this area.

Format

The format of the event is highly interactive and designed to present the information in memorable, manageable segments. Throughout the course, delegates' understanding of the material will be tested through the use of exercises and examination style questions. At the end of the course, delegates will sit a one hour multiple choice examination leading to the ISEB foundation certificate.

Each delegate will receive a comprehensive course handout containing all course slides and full supporting documentation.

Content

1. Service Strategy
Provides guidance on how to design, develop and implement Service Management, not only
as an organisational capability but also as a strategic asset.Service strategy is about ensuring that organisations are in a position to handle the costs and risks associated with the services they deliver. Decisions made with respect to Service Strategy have far-reaching consequences, including those with delayed effect.

2. Service Design
Provides guidance on how to design, develop services and Service Management processes.Service Design covers design principles and methods for converting strategic objectives into portfolios of services and service assets. Service Design guides organisations on how to develop design capabilities for Service Management.

3. Service Transition
It provides guidance on the transition of new and changed services into live operations. It provides guidance on managing the complexity related to changes - preventing undesired consequences while allowing for innovation.

4. Service Operation
Provides guidance on achieving effectiveness
and efficiency in the delivery and support of
services to ensure value for money.Guidance is provided on maintaining stability, fixing problems, scheduling operations, controlling demand and optimising capacity utilisation while allowing for changes from both the reactive and proactive perspectives.
5. Continual Service Improvement
Provides guidance on how to design, develop and implement Service Management, not only as an organisational capability but also as a strategic asset.Service strategy is about ensuring that organisations are in a position to handle the costs and risks associated with the services they deliver.

6. Service Strategy
Provides instrumental guidance in creating and maintaining value for customers through better design, transition and operation of services. It combines principles, practices and methods from quality management, change management and capability improvement. Guidance is provided for linking improvement efforts and outcomes with service strategy, design, transition and operation.

Examinations:
This is a 40 question multiple choice exam lasting one hour.
This course is accredited to prepare candidates for the ITIL® v3 Foundation Certificate which may be sat on the course.

Course qualification:
Foundation Certificate in IT Service Management
Follow-On Courses:
This course is a prerequisite for further ITIL® qualifications in either the Capability or Lifecycle Streams.