ITIL® Foundation Workshop

Seminar Introduction

The purpose of the ITIL® Foundation certificate in IT Service Management is to certify that the candidate has gained knowledge of the ITIL® terminology, structure and basic concepts and has comprehended the core principles of ITIL® practices for Service Management of Version 3.

Key Learning Objectives

The aim of this course is for each participant to be able to:

• Use the ITIL® terminology
• Understand the Process in ITIL® v3
• Identify the Goals, Objectives, Metrics & activities for each process.
• Understand how ITIL® processes relate to the roles and responsibilities in an IT department

Understand the issues of implementing ITIL® processes into an organization and creating a cycle of continuous improvement

Target Audience

The target groups of the ITIL® Foundation certificate in IT Service Management are:

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 organization. IT professionals who are working in an organization that has adapted ITIL® and who need to be informed about and thereafter contribute in an ITIL® compliant service management function.

Software Engineers, Technical/Project Leads, Business Analysts, Project Managers

Program Details

Day 1

• Introduction
• Service Management as a Practice, Service Lifecycle
• Generic Concepts and Definitions covering Service Strategy, Service Design, Service Transition
• Key Principles and Models covering Service Strategy, Service Design, Service Transition
• Processes covering Service Strategy, Service Design, Service Transition

Day 2

• Generic Concepts and Definitions covering Service Operation and Continual Service Improvement
• Key Principles and Models covering Service Operation and Continual Service Improvement
• Processes covering Service Operation and Continual Service Improvement.
• Functions
• Roles
• Technology and Architecture
• Revision
• Mock Examination (60 Minutes)
• Type: Multiple choices, 40 questions
• Duration: Maximum 60 minutes
• Pass Score: 65% (26 out of 40)

Delivery: Paper based