This course provides IT Managers and Practitioners with a practical understanding of the key concepts, principles, processes and functions that enables successful IT Service Management provision. It is an interactive course which enables you to understand the IT governance of ITIL Service Management, including the service lifecycle and ISO/IEC 2000. It also prepares delegates for the ITIL Foundation Certificate Examination in Service Management. The course is based on the ITIL® best practice service lifecycle approach.

This course is delivered as a public or as an onsite course. Our public Foundation Course dates are detailed on our web site.

Course Objectives

• Understand how an integrated IT Service Management framework, based on ITIL best practice guidelines, can be adopted and adapted within their own organisations.
• Be prepared for the ITIL® Foundation Certificate exam
• Successfully introduce an integrated IT Service Management framework based on the ITIL® best practice service lifecycle approach.

Who Should Attend?

• This course is for IT Managers and Practitioners involved in the strategy, design, and implementation and on going delivery of business-used IT services and who require an insight into Service Management best practice.

Syllabus – Key points

Introduction to Service Management

• The importance of Service Management
• Definition of a Service and Service Management
• The need for a service culture
• Service Management as a practice

The Service Lifecycle

• The objectives and business value for each phase of the lifecycle
• The main goals and value to the business provided by each phase of the lifecycle covering the 5 core books: Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement

Key Principles and models of ITSM

• The types of service provider
• The five major aspects of Service Design
• The Continual Service Improvement model

The Processes and Functions

• Define the characteristics of a process
• The objectives, business value, basic concepts, roles and interfaces of:- Service Portfolio Management- Service Level Management- Incident Management- Change Management
• The objectives and basic concepts of:- Demand Management- Financial Management- Service Catalogue Management - Availability Management- Capacity Management- Supplier Management- Information Security Management- IT Service Continuity Management- Service Asset and Configuration Management- Release and Deployment Management- Event Management- Problem Management- Request Fulfilment- Access
• Explanation of the functions:- Service Desk, Application Management, Operations Management, Technical Management
• Organisation structure and key roles- Using the RACI model
• Technology and Architecture- Generic requirement for an integrated set of ITSM technology

Information:  

Testing and Certification

The Foundation Certificate in IT Service Management, which is a pre-requisite for the all other ITIL-based Certificates in IT Service Management. The examination is a 1-hour multiple choice paper normally taken at the end of the course.

Pre Requisites

• None

Follow on Courses

• The following courses are recommended for further study:
• ITIL® v3 Lifecycle Courses
• ITIL® v3 Capability Courses