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ITIL v2 Foundation of IT Service Management
This 2.5 day course provides IT Managers and Practitioners with a practical understanding of IT Service Management, the underpinning core ITIL Service Delivery, and Service Support Processes and implementation guidance. It describes a set of processes involved in developing an IT framework and features both lectures and interactive hands-on learning experiences. This results in a thorough grounding in the basic theory of ITSM, which can be used to take the Foundation Certificate in IT Service Management or to participate in ITSM projects at any level. The ITIL Foundations Certificate Exam is administered by EXIN at the end of the course.
Who Should Attend
IT management, business unit managers, IT services managers, supplier managers, consultants and those responsible for the support and implementation of information technology.
Course Objectives
The objectives of the Service Management Practitioner course are to:
- Understand the definitions and use of the disciplines and associated processes that comprise the ITIL Service Support and Service Delivery elements
- Understand ITIL phrases and terminology
- Explain the purpose and use of each ITIL Service Support and Service Delivery discipline
- Articulate the relationships between each discipline
- Describe the importance of processes and interrelationships in providing a coherent set of IT services that support the organization's business requirements
Course Agenda
- Introduction to ITIL
- History and key players: CCTA, OGC, EXIN, ISEB, itSMF
- The ITIL book sets
- Structure of each module
- ITIL concepts
- The full certification program
Objectives, Activities and Inter-relationships of the Five Service Support (Operational) Functions
- Help Desk
- Definition of an "Incident"
- Origin of "Incidents"
- "Incident" control
- Management information and reports
- Configuration Management
- Definition of a "Configuration Item"
- Description of the "Configuration Management Database"
- Problem Management
- Definition of a "Problem"
- Definition of a "Known Error"
- "Incident" matchin
- Change Management
- Definition of a "Change"
- "RFCs" and the "Change" procedure
- The "CAB" and "CAB/EC"
- Software Control & Distribution
- Description of the "Definitive Software Library"
- Version control
- Defining, authorizing and controlling software releases
Objectives, Activities, and Inter-relationships of the Five Service Delivery (Tactical) Functions
- Service Level Management
- The service catalog
- Identifying, negotiating, monitoring and reviewing Service Level Agreements
- Verifying underpinning agreements and contracts
- Availability Management
- Reliability, resilience, maintainability and serviceability
- Calculating availability
- Planning, monitoring and reporting
- Capacity Management
- Performance, workload, resource and demand management
- Application sizing and modeling
- The Capacity Management Database
- Contents of a Capacity Plan
- Contingency Planning
- Risk Analysis and management
- Assets, threats and vulnerabilities
- Countermeasures
- Development, testing and maintenance of the Contingency Plan
- Cost Management
- Costing and charging
- Capital costs and running costs
- Charging policy
Format of the Examination
This syllabus has an accompanying test at which the candidate must achieve a passing score to gain the ITIL Foundation Certificate in IT Service Management.
The examination structure consists of:
Type: Multiple choices, 40 questions
Duration:Maximum 60 minutes
Supervised: Yes
Open Book: No
Pass Score: 65% (26 out of 40)
Delivery: Online or Paper Based
Cost
Commercial: $1,150.00 (2.5 day course)
To register for this course, download and complete the XA Systems Education Registration Form and fax it to 703.766.5048. You will receive a confirmation of registration by email.
Contact us if you have any questions with regard to any of the courses offered including group rates at 703.766.5049
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