55062A - ITIL Foundation Certification Course(3 Days)
About this Course
This three-day instructor-led course is intended for IT Managers and Practitioners. This course provides students with a practical understanding of the key concepts, principles, processes and functions that enables successful IT Service Management provision. It also prepares delegates for the ITIL Foundation Certificate Examination. The course is based on the ITIL best practice service lifecycle approach. This course provides 21 contact hours.
|
Audience Profile
This course is for IT Managers and Practitioners involved in the strategy, design, implementation, and on-going delivery of business-used IT services and for anyone who requires an insight into Service Management best practice.
|
At Course Completion
The course shares with students the skills and knowledge to understand how an integrated IT Service Management framework, based on ITIL best practice guidelines, can be adopted and adapted within their own organizations. It provides proven practical guidance on how to successfully introduce an integrated IT Service Management framework based on the ITIL best practice service lifecycle approach.
This course also helps students prepare for the ITIL Foundation Certificate in IT Service Management examination. There will be reinforcement in the form of exercises throughout the course with the objective of instilling a deeper understanding of IT Service Management.
The focus of the course is to help students understand the value to the business provided by each phase of the Service Management Lifecycle as covered by the 5 core books:
• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement
There is particular importance placed on developing an underlying service culture within the IT organization. Topics covered include:
• Introduction to Service Management
• The importance of Service Management
• Definition of a Service and Service Management
• The need for a service culture
• Service Management as a practice
• The Service Lifecycle
|
- Describe the Key Concepts of Service Strategy and Terms of Interest.
- Define Utility and Warranty = Value.
- Describe Service Provider Types.
- Understand Service Strategy Processes.
- Review Financial Management for IT Services.
- Provide Service Justification: Business Case.
- Define Service Portfoilio Management.
- Describe Demand Management.
- Recognize Business Relationship Management.
- Describe the Key Concepts of Service Design and Terms of Interest.
- Define Business Change Process.
- Recognize Design Management.
- Describe the Five Aspects of Service Design.
- State the Four Ps.
- Define Design Constraints.
- Recognize Services Design and Design Coordination Processes.
- Describe Service Catalog Management, Service Level Management, Availability Management and Capacity Management.
- Understand IT Service Continuity Management Objectives.
- Define Information Security Management.
- Describe Supplier Management Objectives.
- Describe the Key Concepts of Service Transition and Terms of Interest.
- Define Service Transition Processes
- Describe Change Management, Service Assist and Configuration Management, Knowledge Management, and Release and Deployment Management.
- Recognize Transition Planning and Support.
- State Service Validation and Testing.
- Discuss Change Evaluation.
- Describe the Key Concepts of Service Operation and Terms of Interest
- Define the Role of Communications in Operations.
- Describe Operation Processes.
- Define Incident Management, Problem Management, and Event Management.
- State Request Fulfillment.
- Discuss Access Management.
- Describe Service Operation Functions.