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An intensive 3-day course describing the IT processes, roles and functions which underpin the delivery of quality services in support of the business, based on the IT Infrastructure Library (ITIL) ® best practice guidance for IT Service Management.
The course includes lectures and discussion, practical group exercises and individual practice exams questions, all of which allows delegates to apply the concepts of best practice guidance and test their understanding.
Success in the one hour multiple-choice examination at the end of the course will lead to award of the Foundation Certificate in IT Service Management.
Course Material Provided
- The IT Infrastructure Management Forum’s “Pocket Guide to IT Service Management”.
- Comprehensive handouts and copies of all presentational material.
Prerequisites
There are no mandatory prerequisites. This course is open to all, but will be of particular value to those who have some experience working in IT.
Course Agenda
- Introduction to ITSM and ITIL
- IT Service Support Processes
- Configuration, Incident, Problem, Change and Release Management
- Service Desk Function
- IT Service Delivery Processes
- Availability, IT Service Continuity, Capacity, Finance and Service Level Management
- Homework (practice questions and self study Day 1 & Day 2)
- Examination
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