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ITIL v3: Service Management Foundation

This course gives a detailed introduction to the concepts, terms, definitions, goals, benefits and relationships within the core IT service management processes and function, according to the ITIL (Information Technology Infrastructure Library) best practice framework.
Based on principles described in ITIL’s Service Support and Service Delivery books, this course focuses on taking a holistic approach to IT Service Management through the use of processes, their respective relationships, and workflows.
This course also prepares participants for the examination leading to the Foundation Certificate In IT Service Management, the prerequisite for the Practitioner and Service Manager levels of ITIL & ISO/IEC 20000 certification.

This course provides systematic and professional approach to the management of IT services provision adapting its guidance will enable you to :
• Identify fundamental processes involved in IT service management and how to integrate them into your business IT services model
• Learn to move the reactive relationship between IT and users to a proactive relationship.
• Improve IT Services through the use of proven best practice processes.
• Improve productivity through utilized skills and experience.
• Improve delivery of third party services through the specification of ITIL as the standard for service delivery in service procurements.
• Real-Time Service Management: Gain Competitive Advantage with Support Automation.
• Learn from previous experience.
• How to define demonstrable performance indicators.
• How to improve ROI of IT.
• Get prepared for ITIL Foundational Certificate.
The course covers the five core volumes which provide an end-to-end view of IT and its integration with business strategy. Those five core volumes are:
• Service Strategy: provides guidance on how to design, develop, and implement service management. It ensures that the overall business aims, and strategy is supported by the IT organizations aims and strategy.
• Service Design: provides guidance on the design of new or changed services for introduction into the live environment.
• Service Transition: provides guidance on managing change along with risk and quality whilst ensuring IT Operations can manage those changes within the context of the ICT Infrastructure.
• Service Operation: provides guidance on the day to day management of the ICT Infrastructure. It is also contributing to the Service Management Lifecycle for carrying out those processes which contribute to the optimization of the services provided.
• Continual Service Improvement: looks at the Service Management Lifecycle. It identifies opportunities for improvements in the efficiency, effectiveness of the processes and optimization of the costs associated with service provision.
This program is for everyone who is working in any aspect of ICT Service Management who: Is implementing or refining one or more of ITIL Service Management Processes or Function.
• Intends to obtain the ITIL foundation certificates in IT Service Management.
• ICT Management in modern organizations targeting IT/Business Alignment and total quality approach for ITSM.
• ICT Management looks to improve quality service, focused continuity in ICT services provision, more motivated responsible staff, enhanced customer satisfaction, security improvement, accuracy, speed, cost justifiable service.
3 DAYS