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Training Course Outline

IT Vendor Courses   ITIL Training Courses

ITIL Foundation Course

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Course Duration: 3 days

Course Code: ITILF

Course Description:

A three-day training course leading to the ISEB Foundation Certificate in IT Service Management. This course provides a solid foundation for those seeking an entry-level professional qualification in IT Service Management.

The course is assignment based, combining short lectures with individual and group assignments and mock examinations in preparation for the multiple-choice ISEB examination. It provides a very good introduction to IT Service Management, and offers an excellent preparation for a Service Improvement Programme. Comprehensive course documentation includes student notes, copies of all slides and also a copy of the itSMF IT Service Management pocket-guide.

 

The multiple-choice ISEB examination is held at the end of the third-day of the course, under the control of an ISEB invigilator.

 

Prerequisites:

There are no prerequisites.

Follow on courses:

ITIL Service Support

ITIL Service Delivery

ITIL V2 Practitioner Certificate in Change Management

ITIL V2 Practitioner Certificate in Configuration Management

ITIL V2 Practitioner Certificate in Problem Management

ITIL V2 Practitioner Certificate in Problem Management

ITIL V2 Practitioner Certificate in Service Desk & Incident Management

ITIL V2 Practitioner Certificate in Service Level Management

ITIL Exam Revision Day

Relevant Certifications:

Foundation Certificate in IT Service Management

This course includes the following modules:

Introduction to Service Management

• The benefits and importance of Service Management
• Service Management disciplines
• Service improvement programme

Configuration Management

• Basic principles of asset and configuration management
• The Configuration Management Database (CMDB)
• Data capture and audit

Service Desk/Incident Management

• Incident logging and management
• Service Desk options and procedures
• Incident classification and prioritisation

Problem Management

• Incident, Problem and Known Error Control
• Trend identification
• Problem reduction

Change Management

• Centralised change control
• Change Management processes
• Roles and Responsibilities

Release Management

• The Definitive Software Library
• Distribution and Implementation of software
• Legal and licensing issues

Service Level Management

• The Service Level Management process
• Typical contents of Service Level Agreements
• Monitoring, reporting and reviewing

Availability Management

• Availability of services
• Reliability and maintainability of the infrastructure
• Security – Confidentiality, Integrity and Availability
• Designing for high availability

Financial Management for IT Services

• Budgeting
• IT Accounting
• Charging for IT Services

Capacity Management

• Capacity forecasting
• The capacity plan
• Elements of Capacity Management

IT Service Continuity Management

• Risk Management
• Business Impact Analysis
• Contingency options and the IT Service Continuity Plan

 

To make an enquiry for this course to be run ONSITE at your location, click here or call Sales on +44 (0) 20 7620 0033.

Perpetual Solutions are a global provider of onsite training solutions throughout London, UK and the rest of the world. For scheduled training our UK partner network provides an unrivalled choice of courses.

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