ITIL Service Management Foundation

Course Overview

ITIL (the IT Infrastructure Library) is a set of best practices for IT Service Management. This framework has been developed by the Office of Government Commerce (OGC) through 3 versions since 1989 in recognition of organisations increasing dependency on IT. The ITIL framework defines how Service Management is applied within specific organisations and has emerged as the most widely accepted and implemented approach to the management and delivery of IT Services in the world. Introduced in 2007 Version 3 of ITIL brings an even more tightly integrated framework of processes, activities, roles and functions spread across 5 core books and additional content delivered separately including via the web. As always ITIL is a flexible approach to better aligning your IT services with the current / future needs of the business and it's customers and delivering services that are both fit for purpose and fit for use.

Why should you use Aspire Europe?

This is a detailed introduction to the concepts, terms, definitions, benefits, values and objectives of ITIL V3. The key relationships and activities within the core ITIL lifecycle processes are comprehensively covered by the use of presentations, ITIL material, handouts, homework and mock exam questions.

Our trainers are ISEB/APMG approved and have a proven track record working with ITIL over the last 10 years. They are also qualified in other OGC disciplines, including Prince2 and MSP and thus can provide a broader perspective on the value of the methodology.

Aspire Europe Ltd is dedicated to bringing interesting and
innovative material to the market place whilst recognising a critical objective for all attendees will be to pass the exam.

Summary of Course Content

Service Strategy
Strategy Generation
How and why Service Strategy create strategies which the rest of the ITIL V3 lifecycle can then Design the details of, Transition into live Operation and Improve.

Service Portfolio Management
The need to record the key details of all the services being considered designed and transitioned in a Service Pipeline and record all operational services in a Service Catalogue.

Demand Management
The need for to understand patterns of demand in the business so that services can be designed and tested to meet such levels.

Financial Management for IT Services
The need for clear financial management to ensure that services can operate efficiently.

Service Transition
Service Asset & Configuration Management
How SACM creates a hierarchy of data about Service Assets and Configuration Items which underpins all other ITIL processes.

Change Management
Description of various levels of change types and change procedures.

Knowledge Management
Knowledge is the powerful asset for Service Management, advice on how to store and distribute it.

Release & Deployment Management
How Release & Deployment builds, tests, and implements changes.

Service Design
Service Level Management
The SPOC with Customers. Helps creates the service catalogue and identifies, negotiates, agrees, monitors and reviews service level agreements (SLA's).

Availability Management
Explains how availability, reliability, resilience, maintainability and serviceability need to be designed into services earlier not later.

Capacity Management
Explains how Business, Service and Component capacity requirements need to be designed into services earlier not later.

IT Service Continuity Management
How IT works with the business to analyze and manage risks.

Information Security Management
How IT works with the business to manage security risks and issues.

Service Operation
Service Desk
The Service Desks one of several functions it handles incidents, service requests, complaints & queries via the Incident Management Process.

Event Management
How events are defined and handled flexibly and intelligently.
Incident Management How Incidents are defined and handled flexibly and intelligently through the Incident life-cycle by various teams / functions.

Problem management
Goal and objectives. Definition of problems and known errors, reactive and proactive Problem Management.

Continual Service Improvement
How CSI activities such as The 7 Step Improvement Process and the Continual Service Improvement Model are established by CSI so they can be used by all stages of the ITIL lifecycle and everyone in the IT organization to improve Process, Component and Service behaviour.

Additional content: Several sets of full mock exam questions and informal exercises will pre-empt the 1 hour examination.