ITIL v2 Service Management Foundation
GIT99D0
Duration
2
days
Cost £550
Who should
attend:
Both end user
staff and IT staff who wish to improve, or need
to formalise, their understanding of the
principles of best practice. This 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.
Participants:
From 5 to 15
people per course.
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.
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®.
The course is in the format of a detailed,
modular introduction to the concepts. It covers
terms, definitions, benefits, objectives, and
relationships within the IT service management
lifecycle.
The course is based on principles described in
the five Core ITIL® Service Management books.
The course prepares participants for the
examination leading to the Foundation
Certificate in IT Service Management.
Topics covered include
ITIL® IT
Service Management Lifecycle and objectives
1. Service
Strategy
Provides guidance on how to design, develop and
implement Service Management, not only as an
organisational capability but also as a
strategic asset. Service strategy is about
ensuring that organisations are in a position to
handle the costs and risks associated with the
services they deliver. Decisions made with
respect to Service Strategy have far-reaching
consequences, including those with delayed
effect.
2. Service
Design
Provides guidance on how to design, develop
services and Service Management
processes.Service Design covers design
principles and methods for converting strategic
objectives into portfolios of services and
service assets. Service Design guides
organisations on how to develop design
capabilities for Service Management.
3. Service
Transition
It provides guidance on the transition of new
and changed services into live operations. It
provides guidance on managing the complexity
related to changes – preventing undesired
consequences while allowing for innovation.
4. Service
Operation
Provides guidance on achieving effectiveness
and efficiency in the delivery and support of
services to ensure value for money.Guidance is
provided on maintaining stability, fixing
problems, scheduling operations, controlling
demand and optimising capacity utilisation while
allowing for changes from both the reactive and
proactive perspectives.
5. Continual
Service Improvement
Provides guidance on how to design, develop and
implement Service Management, not only as an
organisational capability but also as a
strategic asset.Service strategy is about
ensuring that organisations are in a position to
handle the costs and risks associated with the
services they deliver.
6. Service
Strategy
Provides instrumental guidance in creating and
maintaining value for customers through better
design, transition and operation of services.
It combines principles, practices and methods
from quality management, change management and
capability improvement. Guidance is provided for
linking improvement efforts and outcomes with
service strategy, design, transition and
operation
This course is
delivered in conjunction with FGI an ITIL ATO.
Download ITIL Brochure
Link to ITIL v3
Bridging Course
Course Calendar
