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.
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.
