ITIL® Training | ITIL® Certification | ITIL® V3

The Knowledge Academy

Introduction

This ITIL Foundation classroom course will provide you with everything needed to pass the ITIL Foundation exam. Using classroom based learning with a combination of presentations, exercises and discussions, the course will cover the key principles and concepts of ITIL, preparing you for the exam which is taken on the final day. Passing ITIL Foundation will allow you to go on to achieve the higher levels of ITIL qualification.

Pre-Course Reading

• We recommend you read 'An Introductory Overview of ITIL® V3'
• This will be provided as a PDF document.

Prerequisites

Our ITIL Foundation courses are open to everyone and there are no prerequisites.

Who Should Attend?

We recommend this course to anybody who is interested in learning more about ITIL.

Course Structure

• Two days of classroom-based learning covering the key principles of ITIL
• The exam is on the last day and lasts 1 hour

Course Content

The course covers the following topics:

Service Management as a Practice:

• Efficient development of new services and the improvement of existing services
• Good practice
• Functions, Roles and Processes

Service Strategy:

• Types of Service Provision
• Service Portfolio Management
• Financial Management
• Demand Management
• Business case

Service Design:

• Service Catalogue Management
• Supplier Management
• Service Level Management
• Availability Management
• Capacity Management
• IT Service Continuity Management
• Information Security Management

Service Transition:

• Service Asset and Configuration Management
• Change Management
• Knowledge Management
• Release and Deployment Management

Service Operation: day-to-day, business as usual activities

• Incident Management
• Problem Management
• Request Fulfilment
• Event Management
• Access Management
• Functions: Service Desk, Technical Management, Operations Management and Applications Management

Continual Service Improvement: how to improve the cost effectiveness and efficiency of service provision

• CSI Model
• Deming Cycle

ITIL Foundation Examination

• Multiple choice
• 40 questions
• 1 hour
• Pass mark is 65%

Why choose The Knowledge Academy?

• We give you a comprehensive courseware folder with presentation slides, quick reference guide, full syllabus and mock exams
• We make the learning experience enjoyable
• We are trusted by globally leading brands such as JP Morgan, HSBC and Sony as a learning partner of choice.
• We provide dedicated learning support so you never feel alone
• Our courses are hands-on, using real-world examples
• As a market leader, we have an extremely high global pass rate
• Over 90% of our delegates come back to us for additional courses
• We have the best instructors in the industry which is reflected in our position as the market leader for professional learning
• We provide value for money and trained over 25,000 delegates in 2014
• We have some of the most luxurious course venues worldwide

Click ‘Book Now’ or ‘Enquire’ next to the date of your choice and our expert advisors will be in touch.

What is ITIL?

ITIL (Information Technology Infrastructure Library) is a best practice framework for IT Service Management. It is based around the idea that IT services in a business should be aligned to the business’s needs and support its core functions.

ITIL is managed by AXELOS, the best practice advisor formed jointly by the UK government and the business services company Capita. It is used by major organisations such as Microsoft, NASA and the UK’s National Health Service.

What should I study after ITIL Foundation?

ITIL Foundation is just the beginning of the ITIL qualification stream. If you’re looking to learn how to practically implement what you’ve learned into the workplace, you could study for ITIL Practitioner. Alternatively, if you’re looking for more knowledge-based specialisms or interested in a certain part of the ITIL lifecycle, you could look at the ITIL Intermediate qualifications, which are divided into two categories: Service Lifecycle and Service Capability. Studying enough ITIL Intermediate modules will allow you to take the Managing Across the Lifecycle (MALC) module and achieve ITIL Expert status.

Case Study

The IRS (Internal Revenue Service), the US government agency in charge of tax collection, was looking to improve its efficiency for the years 2009 – 2013. They decided to focus on improvement in two areas: people and technology. ITIL helped them improve their management of technology and has remained a key part of the organisation ever since.

Faced with a number of options, including outsourcing some of their IT services, the IRS spent a year researching how to improve their service management. Eventually they chose ITIL, as it would make their work more streamlined while delivering the best quality of service to their customers at the best value to the organisation.

To implement ITIL successfully, the IRS focused on training their executive teams to see the benefits of ITIL. This ensured the roll out of ITIL was fully supported, with proper funding available.

As a result of its successful implementation of ITIL, the IRS earned level 3 certification for its use of ITIL in 2012, bringing it up to “world-class” standing.

ITIL® is a registered trade mark of AXELOS Limited. All rights reserved.

BCS Membership

Included in your professional certification is a year’s free membership of BCS, The Chartered Institute for IT.

A BCS membership provides exclusive access to the best tools for career development and progression. With the letters AMBCS after your name, you’ll be able to let employers know you’re committed to the industry and follow the BCS code of conduct. You’ll have access to all the resources you need to continue your learning, including libraries of industry reports, white papers and books. Finally, you’ll be able to attend meetings and share knowledge with like-minded BCS professionals local to your area, or connect with them online on discussion forums.

Don’t miss out on this exclusive chance to be part of a professional community.