CAMPUS Training and Consulting

IT Infrastructure Library ITIL ® Foundation Course

Overview

The course gives 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.

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 & ISO/IEC 20000 certification.

Objectives

The course enables delegates to understand how an integrated IT Service Management framework, based on ITIL best practice guidelines, can be adopted and adapted within their own organisations.

To provide proven practical guidance on how to successfully introduce an integrated IT Service Management framework based on the ITIL best practice service lifecycle approach.

To prepare delegates for the ITIL Foundation Certificate in IT Service Management examination

Who should attend?

This course is for IT Managers , IT Support Staff , IT Consultant , Business Manager , Business Process Owners , IT Developers , Service Provider , System Integrator  .

Course Structure

The course is assignment based, with practical coursework. It is based upon the OGC’s ITIL Books:

• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement.

There is particular importance placed on developing an underlying service culture within the IT organisation.

Content

Topics covered include:

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 service V model
• 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 Management
  - The 7 step improvement process
• 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