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ITIL Foundation

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IT Service management foundation. ITIL based best practicesBuy Now Button*

Course description

The course contains the basic information of full life cycle IT service management based on the best ITIL® practices and ISO 20000 standard. The students learn how to implement best world practices of IT management in their companies’ IT departments or as external IT services.

The course contains theory, practical cases based on both trainer and student experience.

The course contains all necessary theory and practical studies to prepare for the prestigious EXIN® ITIL® Foundation certification exam.

Course audience

IT and telecom managers, support and development staff, non IT managers who wishes to establish effective clear interaction with IT department and get more value from it.

You learn:

–          IT service life cycle

–          Service management Strategy, demand and portfolio management

–          IT service Finance management

–          Service design

–          SLA, OLA, Service catalogue

–          Change management

–          Release management

–          Configuration and Asset Management

–          Service Desk

–          Incident management and request fulfillment

–          Problem management

–          Event management

–          Continuous service improvement

–          Tools and techniques to manage IT services

–          Knowledge base management

Course program

# Title Description/Content Duration, academy hours
1 Introduction. Trainer and student self-presentation Trainer presents the course, rules, his experience in the ITSM area, and requests students about their experience and interests 1
2 Service Management model What is Service managementService LifecycleProcesses and roles 1
3 Service Operations Service goalsIncident managementRequest FulfillmentAccess managementProblem managementEvent management

Key functions:

–          Service Desk

–          Technical management

–          Application management

–          IT Operation management

6
4 Service Strategy Portfolio and Business relationship managementDemand managementFinancial management 3
5 Service Design Availability managementCapacity managementIT service continuity managementSecurity managementService Catalogue managementCreating and supporting Service level agreements (SLA)

Internal procedures: Operation level agreements (OLA)

Underpinning contracts with outsourcing organizations

Design coordination

6
6 Service Transition Change managementTransition Planning and supportRelease and Deployment managementService Validation and TestingEvaluationConfiguration and Asset management

Knowledge management

Configuration management system

 

5
7 Continuous Service Improvement Why CSI?Deming circle7 steps to improve serviceMoSCoW approacg 1
8 ITIL Foundation certification Exam recommendationsSample examQ&A session 1
Total (3 full days or 6 evening sessions) 24

 

Course formats

Delivery type Price, Euro
1 Webinar in a group 145-90
2 Corporate Send us a request
3 Individual 1990

 

Trainer experience and grades:

–          ITIL® and MOF® practitioner since 2005

–          More than 10 successful ITSM projects in banking, education, food production, telecom

–          ITIL® Foundation certified since 2007 (v.2, 2011)

–          MOF® Foundation certified

–          ITIL® Intermediate certified

–          EXIN® trainer

Client’s feedback:

Natalia: a very useful course to understand the role of IT in my company

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