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This course provides comprehensive first-level training for anyone involved in provision, support, and delivery of IT Services. It is accredited by, and follows the syllabus specified by the APM Group (www.apmgroup.co.uk).
It culminates in an optional one-hour multiple-choice examination for the Foundation Certificate in IT Service Management â€” Version 3 and is a pre-requisite for the further training in ITIL Version 3 that leads to the ITIL Diploma in IT Service Management.
Aims and objectives
The ITIL Framework is a source of good practice in service management. ITIL is used by organisations world-wide to establish and improve capabilities in service management. Service Management is a set of specialised organisational capabilities for providing value to customers in the form of services. The capabilities take the form of functions and processes for managing services over a lifecycle, with specializations in strategy, design, transition, operation, and continual improvement. The capabilities represent a service organisation’s capacity, competency, and confidence for action. The act of transforming resources into valuable services is at the core of service management. Without these capabilities, a service organisation is merely a bundle of resources that by itself has relatively low intrinsic value for customers.
More information can be found at the OGC web-site: http://www.ogc.gov.uk
Who should attend
This course is aimed at all levels of IT professionals, Customers, and Users involved in the provision or receipt of IT Services.
Please Note: If you attend a course and do not meet the pre-requisites you may be asked to leave.
- Involvement in the provision or receipt of IT Services.
(ITIL® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office)
- Service Strategy provides guidance on how to design, develop, and implement service management. It ensures that the overall business aims and strategy is supported by the IT organisation’s aims and strategy.
- Service Design provides guidance on the design of new or changed services for introduction into the live environment
- Service Transition provides guidance on managing change along with risk and quality whilst ensuring IT Operations can manage those changes within the context of the ICT Infrastructure.
- Service Operation provides guidance on the day to day management of the ICT Infrastructure. It is also contributes to the Service Management Lifecycle for carrying out those processes which contribute to the optimisation of the services provided.
- Continual Service Improvement looks at the Service Management Lifecycle. It identifies opportunities for improvements in the efficiency, effectiveness of the processes and optimisation of the costs associated with service provision.
Exam – One-hour examination
Certificate – Yes
If you attend a course and do not meet the pre-requisites you may be asked to leave.
The course covers the fundamentals of the IT Infrastructure Library® (ITIL®) which covers the five core volumes which provide an end-to-end view of IT and its integration with business strategy. Those five core volumes are:
The course is comprised of pre-course reading material, lecture sessions, short exercises which reinforce the knowledge gained and practice examinations. Those delegates taking the certificate exam on the final day will need to plan to spend 90-120 minutes each evening on revision and example examination questions.
Foundation Certificate in IT Service Management – ITILV3