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ITIL® v2: Achieving Foundation Certification

Course: 187   Type: Workshop   Duration: 3 Days
Quick Enrol  

You Will Learn How To

  • Prepare for and take the ITIL Foundation Certification Exam
  • Evaluate best practices in IT Service Management based on the ITIL framework
  • Assess the activities and roles involved in each ITIL process
  • Explore the components of Service Support and Service Delivery processes
  • Recognise key IT Service Management terminology
  • Identify security issues throughout the ITIL processes

Course Benefits
The IT Infrastructure Library (ITIL) provides a holistic framework of best practices, enabling organisational IT services to operate more effectively and efficiently. In this course, you take the ITIL Foundation Certification Exam on the final day of class. The unique structure and format of this course follows the guidelines of the testing body and provides comprehensive coverage of the ITIL Foundation Exam topics.

Who Should Attend
IT service/support managers and staff, project managers, IT consultants and developers who want to achieve ITIL Foundation certification. General IT knowledge is assumed.

Course Workshops
Attendees gain knowledge in each ITIL process and function through interactive class activities. Workshops include:
  • Applying ITIL processes
  • Identifying issues and complications in the application of processes
  • Daily exam practice and review sessions
  • Taking the ITIL Foundation Certification exam

Course Content
ITIL Fundamentals
  • Origins, development and governance of the ITIL methodology
  • Defining IT Service Management
  • Reviewing the structure and scope of the Foundation Certification examination
  • People, process and technology
The Service Desk Function and Incident Management
Establishing the Service Desk
  • Distinguishing the Service Desk from call centers and help desks
  • Costing the Service Desk
  • Service Desk business benefits
Managing an Incident Lifecycle
  • Identifying, categorising and prioritising incidents
  • Investigating and processing incidents through to closure
Problem Identification and Resolution
Demystifying problem control with Problem Management
  • Minimising the adverse effects of incidents and problems
  • Proactive and reactive Problem Management
Achieving error control
  • Getting to the root cause
  • Progressing error correction
Evaluating Change via Change Management
  • Setting up a change advisory board
  • Analysing the impact of proposed changes
  • Establishing standard methods and procedures for managing change
Assessing Infrastructure Through Configuration Management
  • Relationship with incidents, problems, changes and releases
  • Identifying, controlling and maintaining configuration items
  • Measuring compliance
Release Management from Planning to Deployment
  • Working through Release Management stages
  • Managing Definitive Hardware Store (DHS) and Definitive Software Library (DSL)
  • Accounting for technical and non-technical aspects of the release
The Service Level Management (SLM) Lifecycle
  • Planning, implementing and delivering Service Level Agreements (SLA)
  • Operational Level Agreements (OLA)
  • Supporting the Service Level Agreement (SLA) with Underpinning Contracts (UC)
Ensuring Availability
  • Planning, improving, measuring and reporting for availability
  • Applying the ARMSS model of Availability Management
  • Measuring system unavailability
Maintaining IT Service Continuity
  • Identifying, planning and managing for risks and risk impacts
  • Invoking contingency plans in crisis situations
Effective Capacity Management
  • Implementing Capacity Management (CM)
  • Managing business, service and resource capacity
  • Monitoring capacity
  • Tuning systems to optimise performance
Planning Effective Financial Management
  • Developing, budgeting, charging and accounting systems for IT services
  • Providing essential management information for workable and cost-effective operations
Securing Infrastructure Processes
  • Managing confidentiality, integrity and availability (C-I-A) of data
  • Integration of Security Management with other ITIL processes

Related Courses
The PMI R.E.P. logo is a registered mark of the Project Management Institute, Inc. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. Swirl logo is a Trade Mark of the Office of Government Commerce.
  

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ITIL® v2: Achieving Foundation Certification
Course Schedule
24 - 26 Sep, 2008
London
19 - 21 Nov, 2008
London
7 - 9 Jan, 2009
London
25 - 27 Mar, 2009
London
10 - 12 Jun, 2009
London
26 - 28 Aug, 2009
London

Course participants identifying issues in managing the changing infrastructure.
 
The most recent 100 evaluations scored this course at:

  (3.60/4.00)
 

£ 1,395 - Standard Tuition
Savings Plans
£ 735 - 10-Day Training Pass
£ 915 - Flex-Training Passport
£ 1,000 - Short Course Vouchers
£ 1,255 - Alumni Gold Tuition

 
Important Course Information
  • The ITIL Foundation Certification Exam is offered on the final day of class
  • Course fee includes the Foundation Exam
 
Special Course Promotions
Note for Passport, FlexPass and 10-Day Pass Holders
An additional fee of £150 is applied for the examination when you use your Passport, FlexPass or 10-Day Pass for this course.
 
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Customer Service or Enrol: 0800 282 353 or +44 1372 364610