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FACTSHEET - ITIL Foundation certificate course
Overview
The ITIL Foundations course is for those people who wish to gain a fundamental understanding of the IT Infrastructure Library (ITIL). ITIL is globally recognized as the de-facto world’s best practice in IT Service Management. Participants may have no previous experience or exposure to IT Service Management or ITIL. The three-day course is another action learning event, with lots of exercises and discussion.

Click here to download the course brochure as PDF


Class size for this  program:
minimum of 6 participants, maximum of 16 participants.

The ITIL Foundation course is intended for professionals who will participate in the operations of ITIL Service Management processes in an IT service organization which has implemented, or started to implement, ITIL Service Management. The target group consists of staff and managers at all levels wishing to extend their skills in the world’s best practice of IT Service Management.


Qualification and Pre-requisites
The course prepares participants to sit the 1 hour ITIL Foundations exam, which is independently assessed by EXIN, an accredited ITIL examination body. The exam is not a compulsory part of the course, however those students who successfully pass the 65% pass mark will receive a Foundations Certificate in IT Service Management. This certificate is a pre-requisite for ITIL Practitioner and Manager level courses. There are no pre-requisites for the ITIL Foundations Course.


Course Content
The goal of the course is to ensure that the participant can effectively and efficiently work in an organization that has implemented, or about to implement ITIL Service Management.

Course Subjects:

 
  • Introduction to Service Management
  • The Solution Tree
  • The Objective Tree
  • Business and IT alignment
  • Total Service Management
  • The benefits and importance of Service Management
  • Service Management disciplines
  • Service Management and ITIL
  • Quality
  • Organisational Change
  • Service Level Management
  • The Service Level Management process
  • Typical contents of SLAs
  • Monitoring, reporting and reviewing
  • Service Desk
  • Service Desk types
  • Incident logging and management
  • Service Desk options and procedures
  • Incident reporting and prioritisation
  • Financial Management for IT Services
  • Budgeting, costing and charging options
  • Cost centres
  • Budgets and estimating
  • Capacity Management
  • Capacity forecasting
  • The capacity plan
  • Elements of Capacity Management
  • Availability Management
  • Availability, reliability, serviceability
  • Maintainability, security
  • Designing high availability
  • IT Service Continuity Management
  • Risk Management
  • Business Impact Analysis
  • Contingency options and the IT Service Continuity Plan
  • Incident Management
  • Incident management activities
  • Role of the Incident Manager
  • Key performance indicators
  • Problem Management
  • Problem and Known Error Control
  • Trend identification
  • Problem reduction
  • Configuration Management
  • Basic principles and terminology
  • The Configuration Management Database (CMDB)
  • Data capture and auditing
  • Change Management
  • Centralised Change Control
  • Change Management processes
  • Roles and Responsibilities
  • Release Management
  • The Definitive Software Library
  • Distribution and Implementation
  • Legal and licensing issues
  • Security Management
  • Activities in the Process
  • Link to other processes

The course combines short lectures with individual and group exercises and presentations. Participants may take a mock ITIL Foundations exam at the end of the course. The actual exam is not a standard part of this course, however this can be organised on customer request.
 
Many organizations have selected this course for their staff as a major part of preparing for an implementation programme.

Further information
If you have any queries or you would like to discuss other IT Service Management training options, please do not hesitate to contact The Art of Service by email, ( ) web, phone or fax.

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