The ITIL Service Management Essentials (Foundation Level) course is a certification course based on the IT Infrastructure Library. This course provides a comprehensive insight into the 11 most important IT Service Support and Delivery processes and the Service Desk function. Based on principles described in ITIL’s Service Support and Service Delivery Books, this course focuses on taking an integrated approach to IT Service Management through cross-departmental processes and implementation of effective communication channels. Participants learn a common vocabulary and shared understanding of the IT Service Management best practice.
This course also prepares participants for the examination leading to the Foundation Certificate in IT Service Management, the pre-requisite for the Practitioner and Management levels of ITIL certification. This ITIL Essential (2 day) course is tailored to meet the requirements of the ITIL Foundation Certificate qualification offered by the international ITIL Examination Institute (EXIN). It is a widely recognized industry qualification and is a pre-requisite for further qualifications in ITIL.
What is ITIL?
The Information Technology Infrastructure Library (ITIL) is a best practice IT Service Management process management framework initially developed by the Office of Government Commerce (OGC) within the UK government. Subsequently it has been developed in collaboration with leading industry experts, consultants and practitioners over the last decade. Since its launch, ITIL has been widely accepted throughout the world as the de facto standard for best practice in IT Service Management. To date, ITIL is the only comprehensive, non-proprietary guidance for IT Service Management.
Joining the ITIL club admits an organisation to a consistent and comprehensive approach to service management reporting ranging from software products to consultancy, training and qualifications. The common approach brings with it a common language of ITIL terms, which permits easier understanding of suppliers and products.
Who should attend?
IT Managers, Chief Information Officers (CIO), IT Line Managers, Process stakeholders, Service Delivery Managers, participants preparing for the examination leading to the Foundation Certificate in IT Service Management (the requisite for the Practitioner and Management levels of ITIL certification)
Prerequisites
Work experience in IT services is recommended
Benefits / Learning Outcomes
Through this course, participants will:
- Understand ITIL’s five operational processes, single function and five tactical processes
- Comprehend the main activities of each process
- Be aware of key ITIL definitions
- Understand the scope and operation of an ITIL compatible Service Desk
- Understand how ITIL processes relate to the roles and responsibilities in an IT department
- Understand the issues of implementing ITIL processes into an organization and creating a cycle of continuous improvement
- Obtain the Foundation Certificate in IT Service Management, awarded by an independent examination body, upon obtaining a passing grade of 65% on the examination. This is a pre-requisite for further qualifications in ITIL.
Course Outline
This is a three(3) day accredited course. It introduces the key concepts of each IT Infrastructure Library™ (ITIL®) function and process. In today's competitive business environment, IT innovations have changed the way many companies do business. In fact, IT services are so critical that any lapse instantly affects bottom-line performance and we need to acknowledge that IT is too important and costly to leave to chance.
The need for a robust IT infrastructure has led to a growing interest in the IT Infrastructure Library. ITIL defines a process roadmap for providing customercentric, cost-justified, business-driven IT services. ITIL defines a holistic process framework that recasts IT from a product developer to a service provider. In this way, IT aligns with the needs of the business by proactively managing all aspects of the production environment.
Day 1: Introduction to ITIL
- Structure of the library
- ITIL’s key concepts and objectives
- Outline of relationships between the ITIL processes
- Overview of ITIL framework
Five Operational Processes and the Service Desk Function
Detailed descriptions of the goals, benefits, challenges, management reporting and interfaces of the five operational processes and the Service Desk function:
- Service Desk
- Incident Management
- Problem Management
- Configuration Management
- Change Management
- Release Management
Day 2: ITIL Service Delivery: Five tactical processes
Detailed descriptions of the goals, benefits, challenges, management reporting and interfaces of the five tactical processes:
- Service Level Management
- Financial Management for IT Services
- Availability Management
- Capacity Management
- IT Service Continuity Management
Security Management
- Availability, integrity and confidentiality issues
- Managing the ongoing security process
Day 3: ITIL Case Study & Implementation
- Experience how to improve ITIL processes so as to achieve business goals
- Demonstrate improvements through a balanced approach encompassing people, processes and technology
Reviews and Examination
Course Presenter
Mr Yeo KM is a certified ITIL Service Manager (IT Infrastructure Library) and was managing the IT Outsourcing business using proven ITIL processes in delivering IT services. Prior to Compuware, KM was responsible in setting up a multi-million dollars regional IT hub with IT processes to service the Asia Pacific region, and managing the IT Shared Services that encompassed IT standards, IT Processes, Applications and IT Infrastructure.
KM was awarded a Singapore Technology Scholarship to pursue a Master degree in Computer Science from the University of College London. He holds a Diploma in Computing Technology and a Bachelors degree (Honours) in Engineering from The National University of Singapore.
Next steps
View course schedule. For more information, please contact us or complete our training enquiry form.
