ITIL ISEB Foundation Certificate in IT Service Management
Course Type
Scheduled:| Date | Location | Duration | Cost |
| 09 Jul 2012 (Mon) 10 Jul 2012 (Tue) 11 Jul 2012 (Wed) | Sunderland | 3 | £ 895 |
| 22 Oct 2012 (Mon) 23 Oct 2012 (Tue) 24 Oct 2012 (Wed) | Sunderland | 3 | £ 895 |
| All prices exclude VAT | |||
Private
: | This outline is available as a private course. Please contact us to arrange this course at a venue and date of your choice. |
You can choose to have a private course based on an existing outline or you can choose the most applicable lessons from a number of different outlines and consolidate them into one course.
We can also write bespoke courses to fit your specific requirements, whether you require training on a standard application or a bespoke inhouse system.
Please contact us to discuss this further on 0191 377 8377.
Exam
The ISEB Foundation Certificate is awarded to candidates who pass a one-hour multiplechoice examination held at the end of the course. It is a stand-alone qualification in its own right, and also satisfies the pre-requisites for entry to further ITIL® courses and many related courses such as ISO/IEC 20000 Consultancy.
Course Overview
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. An intensive, enjoyable 3-day course that provides a firm foundation in IT Service Management best practices principles and processes. The course is based on V3 of the IT Infrastructure Library (ITIL®) and is fully accredited by ISEB. Certification also provides an entry pre-requisite for related courses Delegates will gain a clear understanding of the service management lifecycle principles and key processes, and how they relate to the business, customers and industry standards. You will learn from many real world examples and discover approaches to help you implement and apply service management principles. Target Audience There are no mandatory pre-requisites although some experience in IT is recommended. Anyone who is working in any aspect of IT Service Management, whether implementing a service improvement programme, involved with one or more of ITIL® V3 contains all of the V2 processes and concentrates on the IT Service lifecycle, considering overall business strategy, service design, transition and operation, all within a continual service improvement environment.
Prerequisites
- There are no mandatory pre-requisites although some experience in IT is recommended. Anyone who is working in any aspect of IT Service Management, whether implementing a service improvement programme, involved with one or more of the IT Service Management processes or just wanting to gather some ideas and advice for improvement will benefit
Course Content
Introduction
- Aims and Objectives
The need for professional service management
Overview of ITIL® and relationship to ISO/IEC 20000 (the IT Service Management standard) and other industry standards and practices
Quality Management in IT Service Management
Service Strategy and Design
- Ensuring IT strategy aligns with the overall business
Using the Service Portfolio
Developing and maintaining Customer and Supplier relationships
Service Level Agreements - What to include and what to leave out
Managing Security, Availability and Continuity of services
Predicting, defining, optimizing and measuring availability
Risk assessment and management
Creating, testing and maintaining recovery plans
Financial and Capacity Management
Establishing the true cost of providing a service
Forecasting and managing the future IT infrastructure requirements
Service Transition
- Managing Assets and Configurations, Changes, Release and Deployment
The organisational issues
Identifying, documenting and managing the infrastructure, its components and their inter-relationships
Assessing the risks, costs and benefits of changes
Issues of testing and acceptance of changes and releases
Handling all types of changes and releases promptly and safely
Managing successful roll-outs of new and changed services
Service Operation
- The Service Desk
Managing incidents, events, service failures and service requests
Managing and resolving problems and recurring failures
Analysing trends in service behaviour
Proactive prevention of failures
Continual Service Improvement
- Plan-Do-Check-Act and the process improvement model
Performance measurement
The 7 Step improvement cycle
Training Options
- Scheduled public courses at one of our training venues
- Private course at your company office throughout the UK, at one of our training venues (Durham, Newcastle or Washington) or at an independent location, convenient to you
- For further information please contact us on 0191 377 8377
What's Included
- Relaxed refreshment area at our training venues
- Lunch and refreshments when training is delivered at our training venue
- Comprehensive course manual and exercises
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