SmartStyle - ITIL® V3 Foundation

Courses > Business Skills Courses > ITIL® - V3 Foundation

Target Audience:
IT professionals at all levels, including, but not limited to business managers, business process owners, technicians, infrastructure engineers and support staff who require an understanding of the ITIL® framework and how it may be used to enhance the quality of IT service management. The course culminates in an optional examination for the ITIL Foundation Certificate in IT Service Management.

Objectives:
To introduce the key concepts of IT Service management To explain ITIL processes and activities covered in each of the ITIL modules To explore the characteristics of IT Service Management good practice To prepare delegates to apply ITIL practices back in the workplace To provide a foundation for further study and/or certification

Prerequisites:
There are no formal pre-requisites for this course, however delegates should have a general awareness of IT issues and technologies and an appreciation of their own business environment.


	Duration:	3 Days
	Cost:	£775 + VAT

	Course Date	Location

Demand led
Call to request dates

Introducing IT Service Management as a Practice

What is a service?
What is service management as a practice?

The Service Lifecycle & Basic Concepts

Understanding the phases of the service lifecycle
The objectives and business value for each phase in the lifecycle

Service Strategy

Financial Management
Demand Management
Service Portfolio Management

Service Design

Service Level Management
Capacity Management
Availability Management
IT Service Continuity Management
Information Security Management
Supplier Management

Service Transition

Change Management
Service Asset & Configuration Management
Release & Deployment Management
Knowledge Management

Service Operation

The Service Desk
Technical Management
Operations Management
Operations Control
Facilities Management
Incident Management
Problem Management
Event Management
Access Management
Request Fulfilment Management