The 3 day ITIL® Foundation Course is based on principles described in ITIL®’s Service Support and Service Delivery books.
The course provides a detailed, modular introduction to the concepts, terms, definitions, benefits, objectives, and relationships within core IT service management processes and functions, according to the ITIL® best practice framework. The course will prepare the participant for the one-hour multiple-choice examination paper which leads to the Foundation Certificate In IT Service Management.
Learning Objectives
Understand ITIL® and what it can do for Service Management.
Understand how to implement ITIL® , maximize your benefits while minimising your risks and costs.
Understand leadership's role in the successful application of ITIL®.
Who Should Attend?
Both end user staff and IT staff who wish to improve, or need to formalise, their understanding of the principles of best practice. This is an intensive course that makes extensive use of tutor led discussions.
Topics covered in the course include:
ITIL® IT Service Management Processes
Service Desk: Understanding its role and function in the IT infrastructure and its relationship with:
ITIL® Service Support Processes
Incident Management: Definition of an incident, description of Incident Control.
Problem Management: Definition of a problem and known error, proactive problem management.
Configuration Management: Defining a configuration item and the configuration management database; impact of Configuration Management on other IT processes.
Change Management: Definition of a change and request for change (RFC); description of change control and change procedures; role of the change advisory board (CAB) and CAB/EC (for handling urgent changes).
Release Management: Scope and concepts; definition of definitive software library (DSL) and definitive hardware store (DHS); description of planning, testing and implementing.
ITIL® Service Delivery Processes
Service Level Management: Definition of a service catalogue; identifying, negotiating, monitoring and reviewing service level agreements (SLAs).
Financial Management for IT Services: Reviews of budgeting, charging and IT accounting; analysis of running costs and charging policies.
Availability Management: Review of reliability, availability, resilience, maintainability and serviceability, calculating availability, review of planning, monitoring and reporting.
Capacity Management: Review of application sizing, workload, performance, demand and resource management and their inputs to modelling, definition of the capacity management database and contents of the capacity plan.
IT Service Continuity Management: Re-view of business continuity, risk analysis and risk management, defining assets, threats, vulnerabilities and countermeasures (protection and recovery), development, testing and maintenance of the IT Service Continuity Plan, IT recovery options and management roles.
Don't forget to ask about our Pass Guarantee Scheme
US: The total cost if the 3 day US course is $1,850 (including all examination fees and materials)
This course has been delivered in conjunction with FGI Limited
A broader range of ITIL® training courses is available from Metron’s ITIL training partner, FGI Limited.
Dates for scheduled public courses run by FGI are available at www.itil.uk.com/itil_training.php.
Any of the broader range of FGI ITIL® training courses can be run on request by Metron-Athene in the USA.
This course has been delivered in conjunction with FGI Limited