ITIL IT Service Management (Foundation) Version 3

Course Overview

ITIL's IT Service Management is recognized globally as the de facto standard, adopted by leading Organisations worldwide. The Foundation Certificate in IT Service Management is designed to build an understanding of the processes and structures that form part of the ITIL ITSM Best Practice framework. Based on years of specialized experience, the training delivers a course that integrates theory with practice, providing delegates with real world, tangible insight and value.

The new ITIL® Version 3 Foundation course is fundamental in ensuring that delegates receive a holistic and comprehensive overview of Service Management as both a theory and a practice.

This course is presented as a 3-day practical workshop combining lectures, simulations and discussions, the Foundation Certificate in IT Service Management is written on the final day. All candidates will receive a detailed course handout/workbook which should be used as a useful reference and revision document once back in the workplace.

Course Objectives

This training will;

• Increase Service Management knowledge of IT staff

• Show how more effective communication across IT silos can be achieved

• Show how alignment of IT deliverables to business requirements can be improved

• introduce a shared focus and understanding of IT Service delivery across the Organisation

• introduce a proactive service-based culture

• Show how increased ROI can be achieved

• Show how increased levels of service internally and externally creates satisfied customers

• Show how improving service quality and reducing Fees can be achieved

• Create an understanding of the value of Service Level Agreements

• Create an understanding of how to improve ability to handle rapid change and unforeseen events

• Demonstrate the importance of aligning IT services to business objectives;

Course Content

The programme provides a coherent framework that the management of IT services may wish to adopt to provide consistent qualitative IT services.  The topics covered include:

• Service Management as a practice (Comprehension);

• Service Lifecycle (Comprehension);

• Key Principles and Models (Comprehension);

• Generic Concepts (Awareness);

• Selected Processes (Awareness);

• Selected Roles (Awareness);

• Selected Functions (Awareness);

• Technology and Architecture (Awareness);

• ITIL® Qualification scheme (Awareness).

Participants will also take an introductory test and a mock exam that would prepare them for the foundation examination in IT service management

Target Audience

• Individuals who require a basic understanding of the ITIL® framework and how it may be used to enhance the quality of IT service management within an organisation.

• IT professionals that are working within an organisation that has adopted and adapted ITIL® who need to be kept informed about and thereafter contribute to an ongoing service improvement programme.

• Individuals entering an IT environment who might have day- to- day responsibilities within one or more of the service management disciplines.

• Individuals whose effectiveness would be enhanced by a greater awareness and understanding of best practices in IT service management.

• Staff working in an IT Service Management discipline who wish to broaden their understanding of how their role fits into the wider Service Management framework

• Anyone wanting to enroll for the Managers Certificate in IT Service Management

• IT operations and support staff, including help desk staff, customer and client service staff, managers and technical account managers

• The Foundation Certificate will also enhance and benefit people in the following roles:

• Procurement agents

• Developers

• Capacity managers

• System Analysis and Design Staff

• Architects and Project Managers

• Disaster Recovery Specialist

Duration: 3 days

Dates: March 2-4th, July 20-22nd, Nov 2-4th

Fee:  N 145,000(Exclusive of VAT)