Pass Guarantee Scheme

This course comes with our unique Pass Guarantee Scheme. So confident are we in the ability of our expert trainers to get you successfully through this course, that should you fail the examination we will give you the following choice. We will either refund you the full cost of the examination or you can re-sit the examination free of charge. We only have one condition – that is you must actually attend all 3 days of the course.

Price Guarantee Scheme

If you find another UK based ISEB Accredited ITIL Training Organisation offering this course (*) at a lower price than e-Quant, we will not only match that price but we will give you an additional 10% discount!
* Note. This offer does not apply to discounted course prices or special offer pricing.

Course Overview

This entry-level course provides an excellent introduction to the IT Infrastructure Library (ITIL®). It covers all of the ITIL® Service Support and Service Delivery processes, and will enable those attending to relate ITIL® Best Practice to their own, or a client’s organisation.

It also provides the opportunity to gain a highly respected and valuable industry recognised qualification.  

Please Note – although the latest version of the IT Infrastructure Library (ITIL®) is now v3, many organisations and individuals still prefer to take the v2 Foundation course, as it is still widely regarded as the most practical of the formal ITIL® courses available.

Key Learning Objectives
 
Attendance on this course will enable participants to:  

• Understand the key principles and terminology used within ITIL® and IT Service Management?
• Understand why ITIL® become so important today
• Describe the key IT Service Management processes, roles and responsibilities and the interfaces between them
• Explain the key benefits of an IT Service Management based approach to Service Management
• Describe some of the practical issues and costs associated with an IT Service Management implementation
• What is a customer, customer service, service culture & a consumer?
• Appreciate the ITIL® processes and procedures needed to deliver effective, quality IT Services.
• Pass the Foundation Certificate examination

Who will benefit from this course?

• This course is suitable for all levels of IT Staff.
• It is a non-technical course and is suitable for non-IT staff whose effectiveness would be enhanced by a greater awareness and understanding of best practices in IT service management.
• This course is suited for anyone who wishes to develop his or her career by attaining a formal qualification in IT Service Management (and who might wish to go on and study for higher level qualifications in this field)
• There are no prerequisites for this course.
• It will be of particular benefit to:
• Anyone involved in the day to day Delivery or Management of IT Services
• Those who wish to develop an understanding of the ITIL® best practice framework.
• Anyone who is involved in designing and / or implementing Best Practice solutions for IT Service Management;
• Those who need to manage the procurement of IT Services from external (or internal) Service Providers

Course Content / Syllabus

ITIL® Service Support Processes:

Service desk: Role of Service Desk, types of Service Desk
Incident Management: Definition of an incident, description of Incident Control.
Problem Management: Definition of a problem and known error, proactive problem management.
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) and CAB/EC (for handling urgent changes).
Release Management: Scope and concepts; definition of definitive software library (DSL) and definitive hardware store (DHS); description of planning, testing and implementing.

ITIL® Service Delivery 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 modelling, definition of the capacity management database and contents of the capacity plan.
IT Service Continuity Management: Re-view of business continuity, risk analysis and risk management, development, testing and maintenance of the IT Service Continuity Plan, and IT recovery options.

Examination & Qualification

• The examination board is the Information Systems Examination Board (ISEB), which is a part of the British Computer Society (BCS)
• The qualification gained is the internationally recognised ISEB Foundation Certificate in IT Service Management (ITIL®)
• The examination is a one-hour 40 question multiple examination (65% required to pass).
• For the 3-day course e-Quant offers the examination as part of a complete package.

See the course location and schedule page to book your place on this course.