Information Technology Infrastructure Library (ITIL)

WHAT IS THE AIM OF THE COURSE?

The Foundation Level provides introductory training. Its objective is to introduce knowledge and understanding of IT Service Management concepts and terminology, and insight into the applicability of IT Service Management.

The Practitioner Level provides the skills necessary for the process owner, managers and staff members. Its objectives are to provide the knowledge and skills necessary to plan, implement and execute the IT Service Management processes.

The Service Manager Level certification is the highest achievable IT Service Management certificate. It is intended for managers, project leaders and consultants charged with the responsibility of providing advice and guidance in the planning and implementation of the IT Service Management processes. Its objectives are to plan the ITSM processes, and support the optimization of those processes.

Benefits

ITIL provides a systematic and professional approach to the management of IT service provision. Adopting its guidance offers users a huge range of benefits that include:

• reduced costs;
• improved IT services through the use of proven best practice processes;
• improved customer satisfaction through a more professional approach to service delivery;
• standards and guidance;
• improved productivity;
• improved use of skills and experience; and
• improved delivery of third party services through the specification of ITIL or ISO 0000 as the standard for service delivery in services procurements.

ITIL Users

ITIL has been adopted by hundreds of organisations worldwide. These include:

• Microsoft
• IBM
• Barclays Bank
• HSBC
• Guinness
• Procter & Gamble
• British Airways
• Ministry of Defence
• Hewlett Packard

WHO SHOULD ATTEND?

Anyone planning a career in IT management!

HOW CAN I RECEIVE THE TRAINING?

1. You can attend Instructor Led Training with experienced ITIL Certified Instructors!
2. Day or evening training provided

EXAMINATIONS AND ASSESSMENTS

You will be continuously assessed during your training to ensure an achievement certificate. As a authorised Prometric Testing Centre, you can write all your exams with us!

LEARNING MATERIALS

All standard learning materials like manuals are included in the course fee.

WHAT DOES THE COURSE CONSIST OF?

IT Service Management Overview

1. Introduction to Service Management
2. Incident and Problem Management and the Role of the Service Desk
3. Managing Changes
4. Service Level Management
5. Service Level Planning
6. Implementing Service Management

View the full IT Service Management course outlines!

ITIL V3 Foundation Training

1. Overview of ITIL Version 3 and IT Service Management
2. Service Strategy – Overview of the Goals and Objectives
3. Service Design – Overview of Goals, Objectives and Roles
4. Service Transition – Overview of Goals, Objectives and Roles
5. Service Operation – Overview of Goals, Objectives and Roles
6. Continual Service Improvement – Overview of Goals, Objectives and Roles

View the full ITIL Foundation course outlines!

ITIL V3 Practitioner Release and Control

1. Managing the Release & Control Processes
2. Organizing the Release & Control Processes
3. Optimising the Release & Control Processes

View the full ITIL Release and Control outlines!

ITIL V3 Practitioner Support and Restore

1. Service Desk Operations
2. Procedure Design
3. Implementation Incident Management
4. To be or not to be…
5. Brainstorming
6. Improving Relationships

View the full ITIL Practitioner Support and Restore course outlines!

ITIL V3 Managers Certificate Training

ITIL V3 Service Support Training

1. Introduction to Service Management
2. Incident Management
3. Problem Management
4. Service Desk
5. Configuration Management
6. Change Management
7. Release Management

ITIL V3 Service Delivery Training

1. Service Level Management
2. Availability Management
3. Capacity Management
4. Financial Management for IT Services

View the full ITIL Managers Certificate Training course outlines!

ITIL V3 Service Management review day

The objective of the Review Day is to prepare delegates to sit the IT Service Management examinations.

It will involve:

• a review of the all 11 disciplines, looking at the key process models, roles and responsibilities, benefits and interdependencies
• a review of past exam questions
• an analysis of the examination case study
• a session on examination techniques
• an open Q & A session