Audience
All IT Staff, system and network administrators, managers and executives who are responsible for the delivery of
IT services in an organization.
Prerequisites
Experience and knowledge of IT computing environments are useful but not essential.
Course Objective
Upon successful completion of this course participants will be able to:
Gain a fundamental understanding of the ITSM lifecycle
Gain the knowledge necessary to prepare for the “Foundation Certificate in IT Service Management” examination from EXIN, ISEB or APM Group
Benefits to You
Identify the lifecycle and fundamental processes involved in IT Service Management and how to integrate them into your business’ IT service model
Understand how IT and the Business can collaborate to improve overall productivity and efficiency
Learn to move the reactive relationship between IT and users to a proactive relationship
Learn ITSM concepts via an exciting and interactive simulation
Detailed Course Outline
Service Management as a Practice
Introduction to IT Service Management
ITIL introduction
Service Lifecycle
Introduction of the lifecycle stages
Key Principles, Models and Concepts
Introduction to key principles, models and concepts
Concepts, Roles and Functions
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement
Technology and Architecture
Architecture and technology to manage the IT Services
ITIL® Qualification Scheme
Revision and Mock Examination
Programme scope, delivery arrangements and suitability are confirmed during enquiry.