ITIL Essentials & Foundation Exam

Audience

This course is for everybody who needs to understand what IT service management consists of and why it is relevant.

Prerequisites

Two years of IT experience is recommended.

Duration

3 days. Hands on.

Course Objectives

This course includes the one-hour multiple-choice exam qualifying for the foundation certificate in IT service management. It is based on ITIL delivering a comprehensive grounding in accepted best practice. It will help delegates to see their role in the bigger IS picture and give them a greater level of professionalism in their day-to-day work. The course provides the perfect platform on which to build further service management expertise and will ensure that staff are better matched and armed with the knowledge to be better in their work.

On completion of the course delegates will have:

• A knowledge of the language of IT service management.
• An understanding of the relevant guidance and how it all fits together.
• Plenty of real life stories and entertaining group exercises to reinforce the learning.
• A respected professional qualification.

Course Content

ITIL Essentials training explores the following range of topics:
Goals
Objectives
Process
Structure
Roles
Responsibilities
Main Activities
Inputs
Outputs
Benefits

These topics are covered for each of the following ITIL Best Practices of:
Service Support
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Service Desk Function
Service Delivery
Service Level Management
Availability Management
Capacity Management
Financial Management for IT Services
IT Service Continuity Management
Service Desk Function

Delivered in association with Sortium