Globally recognised Foundation Certificate

The Art of Service's ITIL Foundation IT Service Management Best Practices Online is a Web-based training course for certification in ITSM best practices. The course prepares participants to sit the optional ITIL Foundations exam.

The Information Technology Infrastructure Library is a customer-focused, process-oriented approach to IT Service Management.

Successful IT organizations have turned to IT Service Management & ITIL to guide them through the planning, design, development, delivery and support of their services.

Best Practice Framework

ITIL is used throughout the world as a de-facto standard.
The principles and methodologies have been adopted by major organisations such as Microsoft, GE, Fujitsu, HP, Compaq, ABN AMRO, ING, IBM, Philips and numerous Government departments. ITIL is branch and infrastructure independent.

Course Description

A detailed, moduled introduction to the concepts, terms, definitions, objectives, benefits and relationships within core IT service management processes and functions, according to the ITIL (Information Technology Infrastructure Library) best practice framework.

The course is based on principles described in ITIL’s Service Support and Service Delivery books.This course prepares participants for the examination leading to the Foundation Certificate In IT Service Management.

Course Curriculum

Introduction:

• Structure of the library
• ITIL’s key concepts and objectives
• Certification program overview: Foundation, Practitioner and Service Manager levels
• Overview of relationships between the ITIL processes

Detailed descriptions of the objectives, benefits, metrics, challenges, management reporting and interfaces of the five Service Support (operational) processes and the Service Desk function:

• Service Desk: Understanding its role and function in the IT infrastructure and its relationship with ITIL processes
  
• Incident Management: Definition of an incident; description of Incident Control (including recording, classification, coordination, matching and resolution)
  
• Problem Management: Definition of a problem and known errors; proactive problem management (identification of problems and prevention of further incidents)
  
• Configuration Management: Defining a configuration item and the configuration management database; impact of Configuration Management on other IT processes.
  
• Change Management: Definition of a change and request for change (RFC); description of change control and change procedures; role of the change advisory board (CAB).
  
• Release Management: Definition of definitive software library (DSL) and definitive hardware store (DHS); description of development, testing and production.

Detailed descriptions of the objectives, benefits, metrics, challenges, management reporting and interfaces of the five Service Delivery (tactical) processes:

• Service Level Management: Definition of a service catalogue; identifying, negotiating, monitoring and reviewing service level agreements (SLAs)
  
• Financial Management for IT Services: Reviews of budgeting, charging and IT accounting; analysis of running costs and charging policies
  
• Availability Management: Review of reliability, availability, resilience, maintainability and serviceability; calculating availability, review of planning, monitoring and reporting
  
• Capacity Management: Review of application sizing, workload, performance, demand and resource management and their inputs to modeling; definition of the capacity management database and contents of the capacity plan
  
• IT Service Continuity Management: Review of business continuity, risk analysis and risk management; defining assets, threats, vulnerabilities and countermeasures (protection and recovery); development, testing and maintenance of the IT Service Continuity Plan; IT recovery options and management roles 

Benefits of the ITIL Foundation Course

• Discover a plan to improve IT service quality and reduce costs.
• Be able to align IT services to business objectives.
• Understand the activities of the ten (+2) ITIL processes and how they interact with each other.
• Learn how to improve customer focus and cost effectiveness.

Certification Criteria

Participants can elect to take a one hour, 40 question multiple-choice exam, after having completed the online course. The exam fee is NOT part of the course fee. The exam is marked by EXIN, an independent examination body, who will award the Foundation Certificate In IT Service Management on a passing grade of 65%.

Contact sales@itsm-learning.com to discuss examination options, depending on your location.

“This is a very good course and will be of great benefit” - K.B.

“Excellent course” - S.M.

“Overall a very educational and useful course” - M.S.

" I was impressed with the fact that I dealt with people even in this online environment. Qualified staff responded to my queries" - P.R.

“The course has given and provided me with a guide on how to coordinate and monitor the services which I deliver.” - G.M.

“Refreshing” - P.M.

“The use of ‘forum’ training made the course interesting & demonstrated practical applications to real world situations.” - S.W.

“The course has given me the basis of understanding to realise what, until now, was a void in the ethos of IT Management processes” - T.K.

“Thank you for a pleasant and informative exercise” - F.P.

“The course is a very good starting point for the introduction of Service Management” - M.D.

The IT Infrastructure Library (ITIL) contains a comprehensive description of the processes involved in managing IT environments. The ITIL foundation course introduces you to the language, terms and concepts of ITIL.

You will be able to start implementation of ITIL Processes at the completion of this course.