ITIL Foundation Certificate in IT Service Management V2

Course Overview

This course provides comprehensive first-level training for anyone involved in support and delivery of IT Services. The course and trainers are fully accredited by the British Computer Society.

It culminates in an optional one-hour multiple-choice examination for the ISEB Foundation Certificate in IT Service Management and is a pre-requisite for the more in-depth Manager's and Practitioner Certificate qualifications.

The course covers the fundamentals of the IT Infrastructure Library (ITIL) Service Delivery and Service Support publications as formulated by the UK Office of Government Commerce (OGC).

Audience

• Staff entering an IT environment who might have day-to-day responsibilities within one or more of the service management disciplines.
• Staff working in an IT service management discipline who wish to broaden their understanding of how their role fits into the wider service management framework.
• Other staff whose effectiveness would be enhanced by a greater awareness and understanding of best practices in IT service management.

Skills Gained

• Aware of the techniques involved across the range of service delivery and service support activities
• Able to relate these activities to each other and to wider IT issues
• Competent to participate in service delivery/support functions
• Able to apply this knowledge to their own work environment.

Examinations

This course prepares delegates for the ISEB Foundation examination in Service Management, which is generally held on the last afternoon of the course.

Prerequisites

Delegates should already have a basic working knowledge of the building blocks of IT services. Those who intend to sit the examination at the end of the course will benefit from pre-reading the ISEB Foundation Certificate in Service Management Syllabus and the ITSMF pocket guide.

Course Outline

• Configuration Management
• Service Desk
• Incident Management
• Problem Management
• Change Management
• Release Management
• Service Level Management
• Capacity Management
• IT Service Continuity Management
• Financial Management for IT Services
• Availability Management
• ISEB examination