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ITIL Training by Location
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Introductory overview of ITIL v3, Click on picture to download
ITIL® V2 Foundation
Still available as CBT call 01539 736828 for details
About the course
The course is an intensive introduction to the ITIL service management framework, covering all aspects of the service support and service delivery processes, together with the service desk function. It consists of short lectures, discussions, examination technique training, mock examinations and culminates in an invigilated exam in the third day. It provides a very good introduction to IT Service Management, and offers an excellent preparation for a Service Improvement Programme.
What will this course give me?
This course provides a solid foundation for those of you seeking an entry-level professional qualification in IT Service Management and is a requirement should you want to progress to an ITIL Practitioner or ITIL Managers Course. It will give you a thorough knowledge of the processes and functions that make up ITIL Service Management Best Practice.
Who is the course for?
Everyone who is working in any aspect of Service Management and anyone who needs a greater understanding and awareness of best practices in IT Service Management.
What is provided?
- Comprehensive course materials
- Example questions
- itSMF pocketbook
- Lunch and refreshments
- Exam revision guide
Topics covered
Service Desk
The Service Desk is the central point through which the IT customers will interact with support. Having one central point of contact enables clearer information to be captured and documented and from that more meaningful MI can be developed.
Service Support
Service Support processes are those that cover the day to day support, maintenance and provision of IT services.
- Incident Management
- Problem Management
- Configuration Management
- Change Management
- Release Management
Service Delivery
Service Delivery covers all of the processes that are necessary to plan and deliver IT services. It also focuses on improving the quality of the IT services to be delivered.
- Service level Management
- Financial Management
- Capacity Management
- IT Service Continuity Management
- Availability Management
Prerequisites
There are no formal requirements for the course, but at least one years experience of the IT industry is recommended.
Examination
The course ends with a one hour ‘closed book’ multiple-choice paper, with 40 questions.
Please call for information on our ITIL v2 Computer based training package
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