ITIL Foundation in Service Management

ITIL Foundation in Service Management
Start DateTo be confirmed
Course CodeSS15-95
Full Fee
Duration3 Days
Network Member Subsidised Fee€675.00
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Programme Overview
This three-day instructor led course in an intensive, interactive workshop consisting of formal lecturing, discussions, exercises, presentations & mock examination questions.

On the last afternoon of the course there is a 40 question multiple choice examination of one hour.

The main objective of the ITIL® Foundation is to obtain knowledge of the ITIL®® terminology, structure and basic concepts and to comprehend the core principles of ITIL® practices for Service Management.

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 following the new service lifecycle approach.
Course Objectives and Learning Outcomes

Upon completion of this course the delegates will have:

  • Learned which ITIL® processes are essential to Support & Deliver a quality IT Service.
  • Gained an understanding of how these processes relate to each other and to wider IT & business issues. Improve your contribution to Service Management within your own organisation.
Who should attend
This course is designed for all staff involved with IT Service Management disciplines and gives an awareness of the techniques involved across the range of IT Service Support and Delivery processes.
Course Content

Introduction to & importance of IT Service Management, the Service Lifecycle and best practice

  • Concept of Service Management
  • Key Principles & Model of ITSM
  • Definition of a Service Definition between Functions, Roles & Processes
  • The need for a strong service culture

Key Principles & Models of ITSM:

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

Explanation of the Functions:

  • Service Desk
  • Application Management

Operations Management:

  • Technical Management

 Organisation Structure & Key Roles:

  • Using the RACI model
  • Technology & Architecture:
  • Generic requirement for an integrated set of ITSM technology

After completing the ITIL foundation course and exam, you will have gained knowledge and understanding in the following areas:

  • Service management as a practice
  • The ITIL service lifecycle
  • Generic concepts and definitions
  • Key principles and models
  • Selected processes
  • Selected functions
  • Selected roles
  • Technology and architecture
  • Competence and training
Course is accredited by PEOPLECERT (AXELOS).