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ITIL v3 training & certification
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Strategy
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Design
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Transition
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Operation
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ITIL is the most widely accepted approach to IT service management in the world. Providing a cohesive set of best practice guidance drawn from the public and private sectors across the world, it has recently undergone a major and important refresh project.
IT Service Management (ITSM) derives enormous benefits from a best practice approach. Because ITSM is driven both by technology and the huge range of organisational environments in which it operates, it is in a state of constant evolution. Best practice, based on expert advice and input from ITIL users is both current and practical, combining the latest thinking with sound, common sense guidance.
The IT Infrastructure Library embodies good practice for IT service management. The Library documents a systematic approach that helps organisations deliver well managed IT services in the face of difficulties such as skill shortages, exacting but unpredictable business requirements and user demands, and the increasing complexity of IT systems.
This course is the first stage in the ITIL training program. It provides a comprehensive overview of the ITIL concepts and introduces the Service Support and Service Delivery disciplines.
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Overview and Benefits
| ITIL provides a systematic and professional approach to the management of IT service provision. Adopting its guidance offers users a huge range of benefits that include: |
- Reduced costs;
- Improved IT services through the use of proven best practice processes;
- Improved customer satisfaction through a more professional approach to service delivery;
- Standards and guidance;
- Improved productivity;
- Improved use of skills and experience;
- Improved delivery of third party services through the specification of ITIL or ISO 20000 as the standard for service delivery in services procurements
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ITIL Users
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ITIL has been adopted by hundreds of organisations worldwide. These include:
- Microsoft
- IBM
- Barclays Bank
- HSBC
- Guinness
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- Procter & Gamble
- British Airways
- Air Bus
- Ministry of Defence
- Hewlett Packard
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Users of ITIL are supported by exam and user group organisations that can support training and adoption of the methodology.
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The Infrastructure Library will provide:
Qualifications
- Initially a Foundation qualification will be launched, however a Practitioner qualification may follow at a later time.
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Objectives
- Learn ITIL terminology, the structure, basic concepts and core principles of ITIL® practices for Service Management.
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Content
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- Service Management as a practice
- The Service Life cycle
- Generic concepts and definitions
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- Key Principles and Models
- Service Strategy
- Service Design
- Service Transition
- Service Operation
- Continual Service Improvement
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- Functions
- Roles
- Technology and Architecture
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- ITIL Qualification scheme
- Mock exam
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Course
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- Gain a well rounded understanding of IT Service Management
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- Suitable for anyone who delivers IT services, and for business managers and process owners, especially those:
- Working in an organisation that has adopted ITIL
- Who have day-to-day responsibilities in one or more of the Service Management disciplines
- Who wish to work towards the ITIL Diploma
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- None, however it is highly recommended that you have a solid general knowledge of information technology
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- 3 days (a 2 day fast track option is also available in some locations)
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Foundation Examination
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- Multiple choice, closed book, supervised examination with 40 questions
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- Earns the ITIL v3 Foundation Certificate in IT Service Management
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- Earn 2 credits towards the ITIL Diploma
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Related News
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ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries. The Swirl logo™ is a Trade Mark of the Cabinet Office.
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ITIL v3 Training & Certification
