Service Management Foundation v3

PPi Learning Services

Course

In London

£ 810 + VAT

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Description

  • Type

    Course

  • Location

    London

  • Duration

    3 Days

A three day course in which delegates will gain a comprehensive grounding in the aspects of ITIL Service Management v3. Delegates will prepare for and sit the one hour, multiple choice ITIL Foundation Certificate in Service Management v3 Exam.

Facilities

Location

Start date

London
See map
3-5 Crutched Friars, EC3N 2HR

Start date

On request

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Course programme

Course contentService Management as a practice
  • Understand the concept of good practice
  • The concept of a service
  • The concept of Service Management
  • Define processes, roles and functions
The Service Lifecycle
  • Understand and explain the Service Lifecycle and its key concepts
  • Understand the business value of the phases of the Service Lifecycle
Key concepts and definitions
  • Understanding the key terminology and the key concepts of Service Management
  • Key principles and models
Service Strategy
  • What is Service Strategy?
  • Understand the main goals and objectives of Service Strategy
  • Understand the 4 main activities of Service Strategy
  • Basic overview of value creation through services
  • Overview 3 Service Strategy processes
Service Design
  • Understand the importance of people, processes, products and partners
  • Understand the five major aspects of Service Design
  • Understand the different sourcing approaches
  • Overview of the 7 Service Design processes
Service Transition
  • Explain the Service V model
  • Overview of the 3 Service Transition processes
Service Operation
  • IT Service versus technology components
  • Quality of Service versus cost of service
  • Reactive versus proactive
  • Overview of the 5 key Service Transition processes
Continual Service Improvement
  • Objectives of Continual Service Improvement
  • The 7 step improvement process
Functions
  • The Service Desk
  • Technical Management
  • Application Management
  • IT Operations Management
Roles
  • Understand the role of a Process owner
  • Understand the role of a Service Owner
  • The role of theRACImodel in determining organisational structure
Technology and Architecture
  • Requirements for an integrated set of Service Management technology
  • How Service automation assists with integrated processes
Exams
  • Practice papers
  • Full examination: a one hour, multiple choice examination invigilated by theISEB

See related categories

Service Management Foundation v3

£ 810 + VAT

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