This three-day instructor led course introduces participants to the key concepts, principles and processes of IT Service Management (ITSM) and the concept of the Service Lifecycle. This is achieved through an interactive workshop style of learning consisting of formal lecturing, discussions, exercises, presentations and mock examinations. The course enables participants to understand how an integrated IT Service Management framework, based on the ITIL® best practice guidelines can be adopted and adapted within their own organization.
The course will prepare participants for the ITIL® Foundation Certificate in IT Service Management exam, held on the final day of class.
Examination
The exam consists of a forty (40) multiple choice questions to be answered within a period of one (1) hour. The pass score required is 26/40 or 65%. The exam can be administered online or as a paper-based examination.
Scope
The scope of this course includes:
- Introduction to and importance of ITSM, the service lifecycle and best practice
- Concepts of service management
- Key principles and model of ITSM
- Definition of a service
- Definitions of functions, roles and processes
- The need for a strong service culture
Benefits
Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:
- Service Management as a practice (Comprehension)
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- Selected Roles (Awareness)
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- Service Lifecycle (Comprehension)
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- Selected Functions (Awareness)
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- Key Principles and Models (Comprehension)
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- Technology and Architecture (Awareness)
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- Generic Concepts (Awareness)
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- ITIL® Qualification Scheme (Awareness)
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- Selected Processes (Awareness)
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Who Should Attend
- IT Professionals
- Application, project and business managers, directly involved in IT
- IT managers, staff and process owners
- Members of IT organizations looking for process improvements
- IT audit staff
Prerequisites
There are no mandatory prerequisites to attend the course, but it is recommended that formal training be undertaken before attempting the exam. Experience in IT or related field is recommended.
ITIL® V3 Credits
Upon successful passing of the ITIL® Foundations exam, the student will be recognized with two (2) credits in the ITIL® qualification scheme.
Download ITIL® Foundation Certification