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ITIL® Foundation

Best Practices For IT Service Management – Accredited Course


ITIL® (IT Infrastructure Library) is the most widely accepted approach to IT service management. It provides a cohesive set of best practice guidance drawn from the public and private sectors around the world.

This Foundation course is based on the most recent version of ITIL® (released in 2011) and introduces the core principles and concepts of the framework which is structured around five core lifecycle titles:

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

OBJECTIVES

 Explain the concept of Service Management as a practice.
 Provide insight into the Service Lifecycle approach.
 Comprehend the key terminology, concepts and principles of ITIL®.
 Understand how the processes contribute to the Service Lifecycle.
 Account for the key Service Management roles and functions.
 Link the ITIL® concepts to daily operations of an organization.
 Prepare for the ITIL® Foundation Certificate.

CONTENT

1. Service Management as a Practice
2. Functions and Roles
3. Service Lifecycle
a. Service Strategy
b. Service Design
c. Service Transition
d. Service Operation
e. Continual Service Improvement
4. Key Concepts, Principles and Models
5. Key Processes
6. Technology and Architecture

TARGET AUDIENCE

• All Managers and IT Staff involved in the delivery of IT services
• Quality Managers and Organization Managers
• Process Owners and Process Managers
• Project and Program Managers

PREREQUISITES

• Some professional experience in the specification, development, implementation and / or management of information technology.
• No specific course is required prior to attending this training course.

PEDAGOGICAL METHOD

 Theory and concepts illustrated by a trainer with sound expertise and experience in IT Service Management.
 Group discussions with the purpose to match the relevant IT Service Management issues to real life experience.
 Option: Control-IT (see business simulations).

CERTIFICATION

ITIL® Foundation Certificate in IT Service Management.

STUDENT PACK

 Accredited Course Materials
 Attendance Certificate
 On success, the ITIL® Foundation Certificate in IT Service Management

o ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
o The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
o The ITIL Accredited Training Organization logo is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

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