ITIL Service Management Essentials -
Foundation Certificate
Newstead
Leveraging IT to Achieve Compliance Manager's Guide to Compliance: Best Practices, and Case Studies Check dates here
- Do you have compliance challenges looming?
- Are you uncertain what to do to meet the compliance requirements?
- Are you looking for an easier way to prepare your organisation for compliance?
If so, you must attend this 3-day accredited certification program! Our accredited course “ITIL® Foundation in IT Service Management” will show you how better control of your day-to-day IT operations is essential in achieving corporate governance and compliance to external standards. No matter what your needs are: Sarbanes-Oxley, Basel ll, Anti-money laundering, CLERP 9, Australian Standards, Business ethics, Fraud and Corruption Control, Privacy and Data Protection, Anti-Money Laundering, Information Security, Legislative compliance, Financial compliance, ISO certification, lower operating cost, control of IT spending or performing better at your job; ITIL has proven to be instrumental in helping individuals understand the daily disciplines needed to get there! ITIL stands for IT Infrastructure Library and was initially developed by the Office of Government Commerce (OGC) as a framework for IT Service Management. The processes have now been adopted by many organisations worldwide and are recognised as the global standard for IT service management.
The accredited ITIL certification will enable you to:
- Align IT objectives with business/department objectives
- provide improved IT services
- increase productivity
- improve customer satisfaction
- improve the use of skills and experience
- improve the delivery of third party services
- create clear and documented processes for IT Service Delivery
Duration
3 Days
Class size:
Minimum number of participants is 6, maximum of 16.
Description
A detailed introduction to the concepts, terms, definitions, goals, benefits and relationships within the core IT service management processes and function, according to the ITIL (Information Technology Infrastructure Library) best practice framework.
ITIL is a non-proprietary approach for managing IT services. It was developed by the Office of Government Commerce (OGC) in the United Kingdom. Organizations around the world are using ITIL to improve efficiency and communication in IT services.
Based on principles described in ITIL’s Service Support and Service Delivery books, this course focuses on taking a holistic approach to IT Service Management through the use of processes, their respective relationships, and workflows. This course also prepares participants for the examination leading to the Foundation Certificate In IT Service Management, the prerequisite for the Practitioner and Service Manager levels of ITIL certification.
An independent examination body facilitates and marks the examination, which is scheduled on the last day of the course.
Who Should Attend?
Anyone working in IT services requiring more information about the ITIL best practice framework.
Prerequisites
There are no mandatory prerequisites. Work experience in IT services is recommended.
Benefits Of Attending
After attending, participants will understand how ITIL processes can improve IT operations. In particular, participants will:
- Understand ITIL’s five operational processes, single function, and five tactical processes
- Comprehend the main activities of each process
- Be aware of key ITIL definitions
- Understand the scope and operation of an ITIL compatible Service Desk
- Be prepared to take the Foundation Certificate In IT Service Management examination
Course Curriculum
Introduction to ITIL:
- Structure of the library
- ITIL’s key concepts and objectives
- Overview of ITIL certifications: Foundation, Practitioner and Service Manager
- Outline of relationships between the ITIL processes
Detailed descriptions of the goals, benefits, challenges, management reporting, and interfaces of the five operational processes and the Service Desk function:
- Service Desk: Understanding its role and function in the IT infrastructure and its relationship with ITIL processes
- Incident Management: Definition of an incident; description of Incident Control (including recording, classification, coordination, matching, and resolution)
- Problem Management: Definition of a problem and known error; proactive problem management (identification of problems and prevention of further incidents)
- Configuration Management: Defining a configuration item and the Configuration Management Database; impact of Configuration Management on other IT processes.
- Change Management: Definition of a change and request for change (RFC); description of change control and change procedures; role of the change advisory board (CAB) and CAB/EC (for handling urgent changes)
- Release Management: Scope and concepts; definition of definitive software library (DSL) and definitive hardware store (DHS); description of planning, testing and implementing
Detailed descriptions of the goals, benefits, challenges, management reporting, and interfaces of the five tactical processes:
- Service Level Management: Definition of a service catalog; identifying, negotiating, monitoring, and reviewing service level agreements (SLAs)
- Financial Management For IT Services: Reviews of budgeting, charging and IT accounting; analysis of running costs and charging policies
- Availability Management: Review of reliability, availability, resilience, maintainability, and serviceability; calculating availability, review of planning, monitoring, reporting, and the Security Management process as it applies to the security of data
- Capacity Management: Review of application sizing, workload, performance, demand and resource management and their inputs to modeling; definition of the Capacity Management Database and contents of the Capacity Plan
- IT Service Continuity Management: Review of Business Continuity, risk analysis and risk management; defining assets, threats, vulnerabilities, and countermeasures (protection and recovery); development, testing and maintenance of the IT Service Continuity Plan; IT recovery options and management roles
Examination
60 minutes, 40 multiple-choice questions. An independent examination body marks the exam, which can be taken in either paper or online format. The exam is not included in the course price.
Certification Criteria
An independent examination body awards the Foundation Certificate In IT Service Management after participants receive a passing grade of 65% on the examination.
Accreditation
The Art of Service is globally accredited to provide ITIL education for the certification program. The organization is accredited by the Examination Institute for Information Science (EXIN).
Need help, or have More thank one registration?
Click on the 'Contact for Tailored Solution' at the top of this page or call us on 1300 13 44 99 and we will send you the registration fax form.
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