solisma

ITIL® V3 Foundation Certificate

IT Service Management           


Service Management is a business-driven, holistic approach to the management of IT Services using widely adopted best practice frameworks and standards such as ITIL® (the IT Infrastructure Library) and ISO/IEC 20000. This three day training course is specially designed to provide each participant with a comprehensive understanding of the ITIL® Version 3 Service Lifecycle and its relevance to IT organisations today. Students will be prepared with the information they need to sit the ITIL® V3 Foundation Certificate examination to be held at the end of the course.


Who Should Attend:

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


Prerequisites:

There are no formal entry requirements for this course. However, practical IT Service Management experience would be an advantage.


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 ITIL® Foundation Certificate will be awarded to participants who achieve a 65% passing grade in this exam.


Included - ITIL® V3 Training Simulation

The best way to accelerate your understanding of ITIL® V3 is to experience it. This course also includes our highly-interactive training simulation offering that provides participants with a high-impact, energetic way to accelerate their knowledge of the changes in ITIL® V3. This unique experiential approach transforms ITIL® training into an engaging, fun and highly effective learning experience that has lasting results.




Benefits:

  • Discover how to effectively integrate IT with the Business
  • Learn about ITIL®, ITSM and ISO/IEC 20000
  • Develop a service culture whithin 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
  • Service Management as a Practice
  • Service Strategy:
            - Financial Management
            - Service Catalogue Management
            - Demand Management
  • Service Design:
            - Service Catalogue Management
            - Service Level Management
            - Availability Management
            - Capacity Management
            - Information Security Management
            - IT Service Continuity Management
            - Supplier Management
  • Service Transition:
            - Transition Planning & Support
            - Change Management
            - Service Validation and Testing
            - Evaluation Management
            - Knowledge Management
            - Service Asset & Configuration Management
            - Release & Deployment Management
  • Service Operations:
            - Incident Management
            - Problem Management
            - Access Management
            - Event Management
            - Request Fulfilment
            - IT Operations Management
            - Technical Management
            - Application Management
  • Continual Service Improvement:
            - The 7 step improvement process
            - Service Reporting
  • Key Terms, Concepts, Processes, Activites, Functions and Roles


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 deliver ITIL education to your entire team or as part of an overall service culture transformation inititative. Please contact us to discuss your individual requirements further
 

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Service Improvement

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.