Information Technology Infrastructure Library (ITIL)
Service Management Foundation Certificate Training Course

Introduction
This classroom course of 2.5 days is intended for people working in the field of IT Service Management  and is a prerequisite for both the ITIL Practitioner series of courses as well as the ITIL Manager’s Certificate in IT Service Management.

Prerequisites
There are no formal prerequisites for this course.

Objectives
1. Develop an understanding of the IT Service Management basic concepts including:

§       Basic process concepts and terminology
§       A process-based approach to service delivery
§       The ITIL Management Framework
§       Basic terms and concepts of the ITIL Service Management processes used to manage an IT Infrastructure

2. Challenge and pass the ITIL Foundations Certificate Examination

Content
–     OGC (formerly CCTA) and ITIL "best practices" history, purpose, and acceptance
–     Introduction to the "best practices" ITIL Service Management books.
–     Purpose of the ITIL sets and process groups
–     ITIL positioning within the strategic, tactical and operational management planning horizons
–     Service Support
  §       Configuration Management
      §       Service Desk
      §       Incident Management
      §       Problem Management
      §       Change Management
      §       Release Management
–         Service Delivery
      §       Service Level Management
      §       Availability Management
      §       Capacity Management
      §       IT Service Continuity Management
      §       Financial Management for IT Services

–         ITIL Security Management Process Overview

–         Students will have the opportunity to take 2 sample examination papers and complete sample review questions prior to challenging the EXIN Foundation Certificate exam on the last day of class

–         ITIL Foundation Certificate Examination in IT Service Management