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Foundation Certificate in IT

Prerequisite

A general level of IT literacy, a background in IT or experience gained in the liaison between IT and the business itself would be useful The course is comprised of reading material, lecture sessions, short exercises which reinforce the knowledge gained and practice examinations. Those delegates taking the certificate exam on the final day will need to plan to spend 90-120 minutes each evening on revision and example examination questions. All delegates attending this course should ensure that they have reviewed the ITIL Foundation pre-reading document prior to attending this course. It is recommended that candidates spend at least two hours working through the pre-reading.

Objectives

After attending this course delegates will:

  • Understand ITIL and what it can do for Service Management
  • Understand how to implement ITIL, maximize your benefits while minimizing your risks and costs
  • Understand leadership's role in the successful application of ITIL
Audience
This course is aimed at individuals who require a basic understanding of the ITIL framework and wish to know how it may be used to enhance the quality of IT service management within an organization. IT professionals who are working with an organization that has adopted and adapted ITIL and who need to be informed about and, therefore, contribute to an on-going service improvement programme.
Modules:
Service Management as a Practice
  • Efficient development of new services and the improvement of existing services
  • Good practice
  • Functions, Roles and Processes
Service Strategy: overall business aims and expectations
  • Types of Service Provision
  • Service Portfolio Management
  • Financial Management
  • Demand Management
  • Business case
Service Design: developing a solution to meet the needs of the business
  • Service Catalogue Management
  • Supplier Management
  • Service Level Management
  • Availability Management
  • Capacity Management
  • IT Service Continuity Management
  • Information Security Management
Service Transition: implementing service designs so that service operations can manage the services
  • Service Asset and Configuration Management
  • Change Management
  • Knowledge Management
  • Release and Deployment Management
Service Operation: day to day, business as usual activities
  • Incident Management
  • Problem Management
  • Request Fulfillment
  • Event Management
  • Access Management
  • Functions: Service Desk, Technical Management, Operations Management and Applications Management
Continual Service Improvement: how to improve the cost effectiveness and efficiency of service provision
  • CSI Model
  • Deming Cycle
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