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Who should attend ITIL v2 Foundations
IT Managers, IT support staff, IT consultants, IT Developers, Key Business Users and Process Owners. Application, project and business managers directly involved in IT • Any member of IT organizations looking for process improvements.
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ITIL v2 Foundations  

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Seminar Summary:

This course introduces the learners to ITIL, ITSM and the key processes, which are part of the ITIL Best Practices Framework. This course includes a comprehensive case study to enable the learners to “Learn by Doing”. This course will prepare participants for the EXIN ITIL Foundation exam, which is an integral part of the course curriculum. (see full course description)

 
 
 

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Training Course Syllabus:


WHAT IS ITIL?
ITIL is the IT Infrastructure Library and ITIL® is a Registered Trade Mark and a Community Trade Mark of the Office of Government Commerce. Developed in the late 1980's by the CCTA (now the OGC), by the mid 1990's it had become the world-wide de facto standard in service management. Very large organizations, very small organizations and everything in between have implemented ITIL processes. ITIL focuses on best practice, and as such can be adapted and adopted in different ways according to each individual organizations needs. So what is it?

ITIL (Information Technology Infrastructure Library) is a set of best practices standards for Information Technology (IT) service management. ITIL provides businesses with a customizable framework of best practices to achieve quality service and overcome difficulties associated with the growth of IT systems. ITIL is organized into sets of texts which are defined by related functions: service support, service delivery, managerial, software support, computer operations, security management, and environmental. In addition to texts, ITIL services and products include training, qualifications, software tools, and user groups such as the IT Service Management Forum (itSMF), all of which you can find details of on this website.

COURSE OVERVIEW
This course introduces the learners to ITIL, ITSM and the key processes, which are part of the ITIL Best Practices Framework. This course includes a comprehensive case study to enable the learners to “Learn by Doing”. This course will prepare participants for the EXIN ITIL Foundation exam, which is an integral part of the course curriculum.

PREREQUISITES
No mandatory prerequisites, although experience in IT or related fields is recommended.

OBJECTIVES
• Understand the main processes, their relationships, benefits and challenges
• Understand and identify how these processes contribute to making an IT organization manageable
• Learn the most important ITIL definitions
• Gain access to a standardized vocabulary
• Prepare yourself for the ITIL Foundation examination, offered on the 3rd day of training. Students who pass the exam leave the course with the designation of ITIL certified – Service Management

COURSE DESCRIPTION
The ITIL Foundation course uses a blend of certified instructors and a case study to introduce the learners to key ITIL processes. The course combines the inherent advantages of instructor-led classroom training with the interaction generated through exposing learners to practical and real case study situations continuously throughout the 3 days.

This case study driven course leads to ITIL Foundation Certification. This course introduces the concepts of IT Service Management (ITSM) and how to apply the industry standard IT Infrastructure Library (ITIL) Service Support and Service Delivery principles within an IT department/organization.

The Service Management section of ITIL is made up of eleven different disciplines, split into two sections, Service Support and Service Delivery:

• Service Support - Configuration Management; Change Management; Release Management; Incident Management; Problem Management; Service Desk
• Service Delivery - Service Level Management; Capacity Management; Financial Management for IT Services; Availability Management; IT Service Continuity Management

TARGET AUDIENCE
• IT Managers, IT support staff, IT consultants, IT Developers, Key Business Users and Process Owners
• Application, project and business managers directly involved in IT
• Any member of IT organizations looking for process improvements.
 

Seminar Summary:

This course introduces the learners to ITIL, ITSM and the key processes, which are part of the ITIL Best Practices Framework. This course includes a comprehensive case study to enable the learners to “Learn by Doing”. This course will prepare participants for the EXIN ITIL Foundation exam, which is an integral part of the course curriculum. (see full course description)

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