The ITIL® Foundation training course provides candidates with a firm understanding of IT service management best practice and covers the underlying principles and processes of service management. The course is in the format of a detailed, modular introduction to the concepts. It covers terms, definitions, benefits, objectives, and relationships within the IT Service Management lifecycle. The course is based on the principles described in the five Core ITIL® Service Management books. The course is interactive, combining presentation sessions and group exercises, with plenty of opportunity for questions and discussion. On completion of the course and the required personal study, delegates will be able to sit the ITIL® Foundation Certificate in Service Management examination worth 2 credits.
Individuals who require a basic understanding of the ITIL framework and wish to know how it may be used to enhance the quality of IT service management within an organisation.
IT professionals who are working with an organisation that has adopted and adapted ITIL who need to be informed about and, therefore, contribute to an ongoing service improvement programme.
A general level of IT literacy, a background in IT or experience gained in the liaison between IT and the business itself would be useful.
Provides guidance on how to design, develop and implement Service Management, not only as an organisational capability but also as a strategic asset. Service strategy is about ensuring that organisations are in a position to handle the costs and risks associated with the services they deliver. Decisions made with respect to Service Strategy have far-reaching consequences, including those with delayed effect.
Provides guidance on how to design, develop services and Service Management processes. Service Design covers design principles and methods for converting strategic objectives into portfolios of services and service assets. Service Design guides organisations on how to develop design capabilities for Service Management.
It provides guidance on the transition of new and changed services into live operations. It provides guidance on managing the complexity related to changes – preventing undesired consequences while allowing for innovation.
Provides guidance on achieving effectiveness and efficiency in the delivery and support of services to ensure value for money. Guidance is provided on maintaining stability, fixing problems, scheduling operations, controlling demand and optimising capacity utilisation while allowing for changes from both the reactive and proactive perspectives.
Provides instrumental guidance in creating and maintaining value for customers through better design, transition and operation of services. It combines principles, practices and methods from quality management, change management and capability improvement. Guidance is provided for linking improvement efforts and outcomes with service strategy, design, transition and operation.
Delegates are required to undertake preliminary study using JBI’s pre-course documents
The electronic pre-course consists of the following:
Introductory Overview of ITIL v3
ITIL v3 Glossary
Data Analysis Expressions
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