This course will provide attendees with a practical understanding of the key concepts, principles, processes and functions that enable successful IT service management. It will prepare delegates for the ITIL Foundation Certificate Examination (not included). The course is based on the ITIL best practice service lifecycle approach featured in the latest 2011 guidelines.
This course is primarily for IT Managers, practitioners and support staff who are involved in the strategy, design, implementation, on-going support and delivery of business IT services. It is also useful for staff that interface with IT and require an insight into service management best practice, such as Business Analysts, Business Relationship Managers, Project and Programme staff.
After attending this course a delegate will be able to:
Service management as a practice
The basics that help define the concept of a service and service management as a practice.
The ITIL service lifecycle
This is the very core of the ITIL best practice guidance. We explain the value of the ITIL service lifecycle, how the processes integrate with each other and the objectives, scope and the business value of each phase in the lifecycle.
Generic concepts and definitions
Learning the language of ITIL by defining some of the key terminology and key concepts of service management.
Key principles and models
Key principles and models of service management contained within service strategy, service design and continual service improvement are studied with the aim of balancing cost and quality to minimise risk to the organisation.
How do the service management processes within service strategy, service design, service transition, service operation and continual service improvement contribute to the ITIL service lifecycle and improving business value? We explain the objectives, scope, basic concepts, activities and challenges for four of the core processes (service level management, incident management, problem management and change management) and state the objectives, key concepts and inter-relationships for most of the other processes.
Explain the role, objectives and organisational structures of the service desk function. Defining the role, objectives and overlap of the other key functions (technical management, application management and IT operations management).
Covering the principal responsibilities of some of the key roles in service management (process owner, process manager, process practitioner and service owner).
Technology and architecture
Understanding how service automation assists with integrating service management processes.
Competence and training
An overview of competence and skills for service management, competence and skills frameworks and training.
At the end of the course the examination for The Foundation Certificate in IT Service Management can be taken. It is a 1-hour, closed book, multiple choice paper of 40 questions with a pass mark of 26/40. The Certificate is prerequisite for all other ITIL-based certificates in IT service management. The exam fee is not included in the course cost.
To obtain course venues/dates and pricing please email your account manager, submit the enquiry form below or call us on 0845 647 0000*.
3 daysDates & venues
On requestCourse code