ITIL Foundation. 182, Broadway, Newmarket, Auckland English, Entry Level IT Professionals. Language(s): Corporate Short Course

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2 ITIL Foundation Length: Location: Language(s): Audience(s): Level: Vendor: Type: Delivery Method: 5 Days 182, Broadway, Newmarket, Auckland English, Entry Level IT Professionals Beginner ITIL Corporate Short Course Instructor-led (classroom) ITIL is the most widely adopted approach for IT Service Management in the world. It provides a practical framework for identifying, planning, delivering and supporting IT services to the business. The Techtorium ITIL Foundation Corporate Short Course is an entry-level course designed to provide participants with a general awareness of the key elements, concepts and terminology used in the ITIL Service Lifecycle, including the linkages between Lifecycle stages, the processes used and their contribution to Service Management practices, ideal for IT professionals that are working within an organisation that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement programme. This Corporate Short Course will prepare participants for the ITIL Foundation exam, an internationally recognised certification that will certify that the successful candidate has the knowledge of the basics of hardware and technology, potential compatibility issues and software compliance, preventative maintenance and green IT, and is proficient within either a sales or communication situation. Audience Profile This Techtorium ITIL Foundation Corporate Short Course in IT Service Management is designed for individuals who require a basic understanding of the ITIL framework and how it may be used to enhance the quality of IT service management within an organisation. This Techtorium Corporate Short Course is designed for the following IT professionals: Desktop Support Technicians/Analysts Service Desk Technicians/Analysts IT Officers Learning Outcomes Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this certification. Service management as a practice (comprehension) The ITIL service lifecycle (comprehension) Generic concepts and definitions (awareness) Key principles and models (comprehension) Selected processes (awareness) Selected functions (awareness) Selected roles (awareness) Technology and architecture (awareness) Competence and training (awareness)

3 Module 1: Service management as a practice The purpose of this module is to help the candidate to define the concept of a service, and to comprehend and explain the concept of service management as a practice. Candidates will learn to: Describe the concept of best practices in the public domain Describe and explain why ITIL is successful Define and explain the concept of a service Define and explain the concept of internal and external customers Define and explain the concept of internal and external services Define and explain the concept of service management (SS 2.1.2) Define and explain the concept of IT service management (SS 2.1.3) Define and explain the concept of stakeholders in service management Define processes and functions Explain the process model and the characteristics of processes Module 2: The ITIL service lifecycle The purpose of this module is to help the candidate to understand the value of the ITIL service lifecycle, how the processes integrate with each other, throughout the lifecycle and explain the objectives, scope and business value for each phase in the lifecycle. Candidates will learn to: Describe the structure of the ITIL service lifecycle Account for the purpose, objectives and scope of service strategy Briefly explain what value service strategy provides to the business Account for the purpose, objectives and scope of service design Briefly explain what value service design provides to the business Account for the purpose, objectives and scope of service transition Briefly explain what value service transition provides to the business Account for the purpose, objectives and scope of service operation Briefly explain what value service operation provides to the business Account for the main purpose, objectives and scope of continual service improvement Briefly explain what value continual service improvement provides to the business Module 3: Generic concepts and definitions The purpose of this unit is to help the candidate to define some of the key terminology and explain the key concepts of service management. Candidates will learn to: Utility and warranty Assets, resources and capabilities Service portfolio Service catalogue (both two-view and three-view types) Governance Business case Risk management Service provider Service level agreement Operational level agreement Underpinning contract Service design package Availability

4 Service knowledge management system Configuration item Configuration management system Definitive media library Change & Change types (standard, emergency and normal) Incident Impact, urgency and priority Service request Problem Module 4: Key principles and models The purpose of this module is to help the candidate to comprehend and account for the key principles and models of service management and to balance some of the opposing forces within service management. Service strategy Describe value creation through services Service design Understand the importance of people, processes, products and partners for service management Understand the five major aspects of service design o Service solutions for new or changed services o Management information systems and tools o Technology architectures and management architectures o The processes required o Measurement methods and metrics Continual service improvement Explain the continual service improvement approach Understand the role of measurement for continual service improvement and explain the following key elements: o Relationship between critical success factors (CSF) and key performance indicators (KPI) (CSI 5.5.1) o Baseline o Types of metrics (technology metrics, process metrics, service metrics) Module 5: Processes The purpose of this module is to help the candidate understand how the service management processes contribute to the ITIL service lifecycle, to explain the purpose, objectives, scope, basic concepts, activities and interfaces for four of the core processes, and to state the purpose, objectives and scope for eighteen of the remaining processes. Service strategy State the purpose, objectives and scope for: Service portfolio management o The service portfolio Financial management for IT services o Business case Business relationship management

5 Service design Explain the purpose, objectives, scope, basic concepts, process activities and interfaces o Service level management (SLM) State the purpose, objectives and scope for: o Service catalogue management o Availability management o Information security management (ISM) o Supplier management o Supplier categories o Capacity management o IT service continuity management o Design coordination Module 6: Functions The purpose of this module is to help the candidate to explain the role, objectives and organisational structures of the service desk function, and to state the role, objectives and overlap of three other functions. Explain the role, objectives and organisational structures for o The service desk function State the role and objectives of: o The technical management function o The application management function with application development o The IT operations management function (IT operations control and facilities management) Module 7: Roles The purpose of this module is to help the candidate to account for and to be aware of the responsibilities of some of the key roles in service management. Account for the role and the responsibilities of the o Process owner o Process manager o Process practitioner Recognise the responsible, accountable, consulted, informed (RACI) responsibility model and explain its role in determining organisational structure. Module 8: Technology and architecture The purpose of this module is to teach the participants to: Understand how service automation assists with expediting service management processes