ITIL ® v2 Foundation Course - No Exam (2 Days)

Course Overview

A two-day training course equipping delegates to sit 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 an intensive introduction to the ITIL service management framework. It consists of short lectures with examination technique training and mock examinations. 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. At the end of the course delegates should feel confident in sitting the exam which can be can be arranged at any Authorised Prometric Test Centre (APTC) at a time and location to suit the individual.

Audience

Both end user staff and IT staff who wish to improve, or need to formalise, their understanding of the principles of best practice. This is an intensive course that makes extensive use of tutor led discussions.

Skills Gained

By the end of the course delegates will:

• Understand ITIL(R) and what it can do for Service Management.
• Understand how to implement ITIL(R), maximize your benefits while minimising your risks and costs.
• Understand leadership's role in the successful application of ITIL(R).

Examinations

If delegate feel confident sitting the exam then there is a one-hour multiple-choice examination paper.

Prerequisites

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.

Course Outline

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

ITIL ® v2 Foundation Course - No Exam (2 Days) / ITIL2F2