ITIL FoundationCourses > Project & Service Management > ITIL Service Management > ITIL Foundation

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Duration: 
3 days - £1095
Course ID: 
n/a

The ITIL Foundation Certificate is a three day course in which delegates will gain a comprehensive grounding in the aspects of ITIL service management. Delegates will prepare for and sit the one hour, multiple- choice ITIL Foundation certificate in service management exam. The course consists of short lectures, exercises, discussions, examination technique training, mock examinations and culminates in an invigilated exam on the third day.

The ITIL Foundation Certificate
 
 
Duration
 
3 days
 
 
Course Overview
 
The ITIL Foundation Certificate is a three day course in which delegates will gain a comprehensive grounding in the aspects of ITIL service management. Delegates will prepare for and sit the one hour, multiple- choice ITIL Foundation certificate in service management exam. The course consists of short lectures, exercises, discussions, examination technique training, mock examinations and culminates in an invigilated exam on the third day.
 
 
Target Audience
 
The target groups of the ITIL Foundation Certificate are:
•    Individuals who require a basic understanding of the refreshed 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 informed about and thereafter contribute to, an ongoing service improvement programme.
 
 
Course Objectives
 
Following completion of this unit, the candidate will gain an intensive introduction to the ITIL® service management framework, including ITIL® terminology, the structure and basic concepts and an understanding of the core principles of ITIL® practices for service management.
 
The course syllabus consists of 9 key units. Each unit will gradually increase your knowledge and understanding of the overall ITIL® Framework and its benefits:
 
Service Management as a Practice
This unit will help you understand what we mean by 'a service' and explain the concept of Service Management as a practice.

The ITIL® Service Lifecycle
This unit will help you understand the value of the ITIL® Service lifecycle, how the processes integrate with each other throughout the lifecycle and explain the objectives, scope and business value for each phase in the lifecycle.

Generic Concepts & Definitions
This unit will help you define some of the key terminology and explain the key concepts of service management.

Key Principles & Models
This unit will help you to comprehend and account for the key principles and models of Service Management and to balance some of the opposing forces within Service Management.

Selected Processes
This unit will help you understand how the Service Management processes contribute to the ITIL® Service Lifecycle, to explain the purpose, objectives, scope, basic concepts, activities and interfaces for four of the core processes (Service Level Management, Change Management, Incident Management and Problem Management) and to state the purpose, objectives and scope for eighteen of the remaining processes.

Selected Functions
This unit will help you explain the role, objectives and organisational structures of the Service Desk function and to state the role, objectives and overlap of three other functions.

Selected Roles
This unit will help you to account for and be aware of the responsibilities of some of the key roles in Service Management.

Technology & Architecture
This unit will help you to understand how service automation assists with advancing Service Management processes.

Competence & Training (Not Examinable)
This unit will help you understand the key competencies and skills required for successful Service Management.
 
 
Prerequisites 
 
There are no formal entry requirements although delegates should have a general awareness of IT and a basic understanding of the business environment.
 
 
What is provided?
 
•    Comprehensive course materials
•    Example questions
•    Follow up guidance if required by telephone / email
 
 
Examination
 
The course ends with a one hour ‘closed book’ multiple-choice paper with 40 questions. The pass mark for this is 65%, 26 out of 40.
 
ITIL® is a Registered Trade Mark, and a Registered Community Trade Mark of the Cabinet office, and is registered in the U.S. Patent and Trademark Office

Please call 0141 221 5676 for course information and available dates or email us at info@indiciatraining.com.

Please contact us and we will be happy to offer further assistance.