solisma

ITIL® V2 Foundation Certificate

IT Service Management           


Service Management is a business-driven, holistic approach to the management of IT services.  This three day ITIL® (IT Infrastructure Library) V2 Foundation training course is designed to provide each participant with a comprehensive understanding of IT Service Management and its practical application to day-to-day operations and support activities.  Students will be prepared to take the ITIL® V2 Foundation Certificate examination held at the end of the course.


Who Should Attend:

This course is suitable to anyone working in IT who requires a good understanding of IT Service Management or is looking to pursue more advanced levels of ITIL certification.


Prerequisites:

There are no formal entry requirements for this course. However, it is assumed that all attendees will possess a basic level of IT literacy or experience in an IT Service Support or Delivery role.


Assessment & Certificate:

A formal EXIN examination will be held at the end of the course which is 60 minutes in duration and consists of 40 multiple choice questions. The Foundation Certificate in IT Service Management will be awarded to participants who achieve a passing grade in this exam.


Benefits:

  • Discover how to effectively align IT with the Business
  • Learn about ITIL®, ITSM and ISO/IEC 20000
  • Develop a service culture within your organisation
  • Facilitate teamwork and communication
  • Deliver and support quality IT services
  • Improve business process efficiency

What you will learn:


  • Introduction to IT Service Management
  • The Service Desk Function
  • Service Support Processes:
            - Incident Management
            - Problem Management
            - Configuration Management
            - Change Management
            - Release Management
  • Service Delivery Processes:   
            - Service Level Management
            - Availability Management
            - Capacity Management
            - IT Service Continuity Management
            - Financial Management
  • Overview of additional process areas:
            - Security Management
            - ICT Infrastructure Management
            - Application Management
  • Implementing Service Management


Onsite Training Available:

This training course is available for delivery at your own office premises or at a suitable offsite location. In-house training offers numerous benefits to your organisation, including the ability to cost-effectively provide education to your entire team or as part of an overall service culture transformation initiative. Please contact us to discuss your individual requirements further
 

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Company Profile

Solisma is a leading provider of integrated Service Management solutions that help you deliver real business value from IT. We offer a complete range of assessment, consulting and education services that provide you with a clear path to achieving business service excellence.