ITIL Foundation

February 6th-8th, 2008

COURSE OVERVIEW

Learn about the international standard for IT Service Management (ITSM). This course provided by an EXIN Certified Trainer is specifically designed for anyone working in IT wanting to gain knowledge in IT Service Management best practice. ITIL training teaches essentials of IT Infrastructure Library (ITIL) and helps you understand how your organisation can benefit significantly by applying the ITIL principles to your work environment.

Key Topics

  • An introduction to ITIL – its history, philosophy and key players.
  • Process theory and development.
  • The goal, activities and any specific terminology relating to the following processes and functions:
    • Configuration Management
    • Incident Management
    • Problem Management
    • Change management
    • Release Management
    • Service Desk
    • Service Level Management
    • Financial Management
    • Availability Management
    • Capacity Management
    • Security Management
    • IT Service Continuity Management.
  • The technology implications of ITIL, and selecting appropriate software.
  • Advice, recommendations and discussion on how to make use of ITIL and how to apply it in an organisation.

Target Audience

The primary audiences for this course are: All levels of personnel within an IT Service Delivery Organisation. It also benefits internal account managers who interact between the business and IT. These people may hold positions such as: IT Manager, Support team leader, Service Desk supervisor, Change Manager, Service Level Manager, Operations Manager, or Account Manager.

Prerequisites

There are no pre-requisites for this ITIL training course, however it is assumed that course participants are working or have worked in an IT Service environment or equivalent.