The Knowledge Academy ITIL® Training day course covers the following topics:
The ITIL Foundation course consists of presentations, exercises and discussions about ITIL Foundation best practice framework. ITIL® is a non-proprietary approach for managing IT services, developed in the 1980s by the Office of Government Commerce (OGC) in the United Kingdom.
In 2007 the ITIL framework was redesigned from a process-led approach to a service lifecycle approach comprising the ITIL five core volumes:
Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement
ITIL Foundation provide a general overview of the IT Service Management Lifecycle and its supporting processes, functions and roles.
ITIL Foundation 2011 Course Content
Provided as pre-course work is an overview on ITIL named 'An Introductory Overview of ITIL® V3' which is optional should you decide to read the document. Please note that 'The IT Service Management Forum' are yet to publish a 2011 version of the Overview handbook. In addition, delegates will be required to complete a MINIMUM of 2 hours homework each evening which will be set by the instructor.
Candidates can expect to gain knowledge and understanding in the following
Service Management as a Practice
Efficient development of new services and the improvement of existing services
Functions, Roles and Processes
Service Strategy: overall business aims and expectations
Types of Service Provision
Service Portfolio Management
Service Design: developing a solution to meet the needs of the business
Service Catalogue Management
Service Level Management
IT Service Continuity Management
Information Security Management
Service Transition: implementing service designs so that service operations can manage the services
Service Asset and Configuration Management
Release and Deployment Management
Service Operation: day to day, business as usual activities
Functions: Service Desk, Technical Management, Operations Management and Applications Management
Continual Service Improvement: how to improve the cost effectiveness and efficiency of service provision
40 questions per paper
26 marks required to pass (out of 40 available) - 65%
60 minutes duration
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