ITIL Foundation and Practitioner Certificates in IT Service Management

ITIL Foundation

The ITIL® Foundation Certificate in IT Service Management course provides comprehensive first-level training for anyone involved in provision, support, and delivery of IT Services.

ITIL Foundation teaches the fundamentals of the IT Infrastructure Library (ITIL) core volumes, which provide an end-to-end view of IT and its integration with business strategy. Those core volumes are: Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement.

The course comprises lecture sessions, hands-on exercises that reinforce the knowledge gained, and practice examinations. Those learners taking the certificate exam on the final day will need to plan to spend 90-120 minutes each evening on revision and example examination questions.

The course culminates in a one-hour multiple-choice examination for the Foundation Certificate in IT Service Management and is a pre-requisite for the further training in ITIL that leads to the ITIL Expert Certificate in IT Service Management.

Target audience

This course is aimed at all levels of IT professionals, customers and users involved in the provision or receipt of IT Services.

You will learn about:
•Service Management as a Practice
•The Service Lifecycle
•Key Principles and Models
•Generic Concepts
•Processes
•Roles
•Functions
•Technology and Architecture
•ITIL Qualification Scheme

ITIL Practitioner

This focused practitioner course is not designed to be a simple stepping stone from Foundation to the Intermediates. Its aim is to go well beyond the ‘what and the why’, providing advanced learning for SM professionals, so that they can be more effective in their roles. To achieve this goal, the course has been designed to provide delegates with learning and insights on how individuals can actually implement and improve service management practices within an organisation, based upon the AXELOS ITIL Practitioner guidance and associated toolkit. It requires delegates to consider various aspects of improvement approaches, and expects them to have completed the pre-course reading before attending.

By working with world-class organisations, we are uniquely able to bring you a course that will give you the best opportunity to develop your service management career and enable you to have the essential skills to apply ITIL in your organisation.

As this is an intensive course, there will be homework assignments each evening to consolidate the learning.

Possession of one of the following is mandatory. Proof of prerequisites MUST be produced on the day of the exam to the trainer:

•ITIL v3, 2011 or v4 Foundation.
•ITIL v2 Foundation and v2/v3 Foundation Bridge.

By attending the ITIL Practitioner course, candidates should be able to apply and understand ‘how’ to use ITIL guidance to deliver service improvement within their organisations.

Specifically delegates will:

•Be able to use IT Service Management concepts that are important drivers of continual service improvement.
•Be able to apply the ITSM guiding principles in a real-world context.
•Be able to apply the CSI approach to manage improvements in a given organizational context.
•Be able to use metrics and measurement to enable continual service improvement.
•Be able to communicate effectively to enable continual service improvement.
•Be able to apply organizational change management to support continual service improvement.

• Course content

  Module 1: Overview
  •Introducing the programme
  •ITIL Overview

  Module 2: Service Strategy
  •Technical and Application Management
  •Demand Management
  •Financial Management
  •Service Portfolio Management

  Module 3: Service Design
  •Service Level Management
  •Supplier Management
  •Service Catalogue Management

  Module 4: Service Design cont.
  •Capacity Management
  •Availability Management
  •Information Security Management
  •IT Service Continuity Management

  Module 5: Service Transition
  •Change Management

  Module 6: Service Transition cont.
  •Release & Deployment
  •Service Asset & Configuration Management
  •Knowledge Management

  Module 7: Service Operation
  •Service Desk
  •IT Operations Management

  Module 8: Service Operation cont.
  •Incident Management
  •Problem Management

  Module 9: Service Operation cont.
  •Event Management
  •Service Automation
  •Request Fulfilment
  •Access Management

  Module 10: Continual Service Improvement
  •PDCA
  •Continual Service Improvement Model
  •Role of Measurement

  Module 11: Qualification Scheme
  •ITIL Foundation Qualification Scheme
  •ITIL Foundation Examination advice

  Recommended study time for this course, including any additional reading is approximately 21 hours.

  This course includes a classroom examination.

  Apply the concept of “Adopt and Adapt” when using ITIL guidance in a given context.

  Module – ITSM Guiding Principles

  Apply the ITSM guiding principles in a given context when planning and implementing service improvements.

  a) Focus on value
  b) Design for experience
  c) Start where you are
  d) Work holistically
  e) Progress iteratively
  f) Observe directly
  g) Be transparent
  h) Collaborate
  i) Keep it simple

  Module – CSI Approach and measuring improvement

  Describe the purpose and main outputs of each step of the CSI Approach.

  Use the CSI Approach tools and techniques successfully in a given specific context:

  a. Orientation Worksheet
  b. Benefits Realization Review Template
  c. CSI registers

  Apply the CSI approach to a given context, including a holistic view of the guiding principles and how the three critical competencies contribute to an improvement (Communication, Metrics & Measurement, OCM)

  Define critical success factors (CSFs) using a relevant hierarchical approach

  a) ITIL Vision to measurement
  b) Balanced scorecard
  c) Organizational cascade

  Determine key performance indicators (KPIs) to underpin a critical success factor

  Analyze CSFs and KPIs in a given context to ensure that they are balanced between the four categories

  a) Technology, process, service
  b) Progress compliance, effectiveness, efficiency
  c) Leading, trailing
  d) Inside-out, outside-in

  Define a current state assessment plan in a given context

  a) Goal
  b) Scope
  c) Assessment criteria
  d) Required outputs
  e) Available resources and skills

  Module – Communication

  Explain the nature, value, importance and benefits of good communication

  Understand communication principles

  a) Communication is a two way process
  b) We’re communicating all the time
  c) Timing and frequency matter
  d) There is no single correct method
  e) The message is in the medium
  Use relevant communication tools and techniques to support improvement in a given context
  a) Stakeholder communication plan
  b) Business case

  Module – Organisational Change Management (OCM)

  Explain the role and impact of OCM in successful improvement

  Understand the purpose and value of OCM activities

  a) Create a sense of urgency
  b) Manage stakeholders
  c) Manage sponsors
  d) Analyze training needs
  e) Manage resistance to change
  f) Use reinforcement to embed the change

  Use relevant OCM tools and techniques to support improvement in a given context

  a) Sponsor diagram
  b) Stakeholder worksheet
  c) Stakeholder map
  d) RACI matrix

  Apply knowledge of OCM when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles