ITIL v2 Foundation

ITIL®

Duration: 3 days
Prices From: £740 per delegate (excluding VAT)

Online Resources High Quality Colour Courseware Post Course Tutor Support All Lunch and Refreshments Inclusive Pass Guarantee Scheme All Course Materials Inclusive

Course Outline

Course Overview:

ITIL® IT Service Management Processes

Service Desk: Understanding its role and function in the IT infrastructure and its relationship with:

1) 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.

2) 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.

Course 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.

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 ITIL v2 Foundation course is based on principles described in ITIL's Service Support and Service Delivery books. The course prepares participants for the examination leading to the Foundation Certificate In IT Service Management.

Who will Benefit:

Both end user staff and IT staff who wish to improve, or need to formalise, their understanding of the principles of best practice. The ITIL v2 Foundation Course is an intensive course that makes extensive use of tutor led discussions.

Examination:

Inclusive of fee. The course completes with a one-hour multiple-choice examination paper.

Pre-Requisites:

A general level of IT literacy. A background in IT or experience gained in the liaison between IT and the business itself would be useful.

Public Course Schedule

For further information on upcoming courses, or if you have any questions about this course, please contact us.

Private On-Site Training

This course can also be taught privately at your workplace by our accredited trainers, for more information read about our on-site training.

Why train with FGI?

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