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ITIL Service Management Foundation
Gain the ITIL Foundation Certificate in ITIL Service
Management 'Best Practice'
| Chameleon offers the full portfolio of EXIN accredited
IT Service Management training leading to ITIL
Overview, Foundation, Practitioner and Service
Manager level qualifications. |
Duration
This is a three day course including 1 hour EXIN multiple
choice examination
Course Code
ITILFC
Public Course Price
£ 800.00 plus VAT including examination
Target Group
IT staff at all levels involved in IT Service Support
and Service Delivery.
Benefits
- Understand
your role in Service Support and Service Delivery
- Gain
the industry recognised Foundation Certificate
in IT Service Management
- Formal progression to Practitioner
and Service Manager level qualifications
Pre Requisite
None
Structure
This course is based upon the ITIL Service Management
Best Practices known as the IT Infrastructure Library
(ITIL). This 3 day training course leads to the EXIN
Foundation Certificate in IT Service Management.
Course Documentation
EXIN accredited course documentation and pocket guide.
Examination Preparation and Criteria
The multiple choice examination is undertaken at the
end of the course in the afternoon of day three.
Throughout the course candidates will receive a
minimum of 3 sample papers in order to demonstrate
their understanding of ITIL Service Management.
The Examination
40 multiple choice questions to be undertaken in one
hour, closed book examination, where a pass mark of
65% is required in order to be awarded the EXIN ITIL
Foundation Certificate.
Examination Results
The results will be received directly by candidates
approximately 4 weeks following the examination.
Course Content
Introduction to ITIL Service Management
- Background to ITIL
- Benefits of Service Management
- Service Support Modules
- Service Delivery Modules
- Multiple choice examination
structure
Service Desk
- The Single point of
Contact
- Types of Service Desk
- Goals and Objectives
Incident Management
- Incident Management
- Incident Management and the
Service Desk
- Role of Incident Manager
- Goals and Objectives
Problem Management
- The Problem Management
process
- Incidents versus Problems
- The Known Error Database
and Error Control
- Goals and Objectives
Configuration Management
- Planning for Configuration
Management
- The Configuration Management Database
- Configuration
Items and Relationships
- Goals and Objectives
Change Management
- The role of Change Management
- The Change Advisory
Board
- Urgent Changes
- Standard Changes
- Goals and Objectives
Release Management
- The Definitive Software
Library (DSL)
- Types of Releases
- Goals and Objectives
Service Level Management
- Service Level Management
framework
- Contents of Service Level Agreements
- Service Level
Management reporting
- Goals and Objectives
Availability Management
- The role of the Availability
Manager
- Reliability and Resilience
- Maintainability and Serviceability
- Security and
Availability
- Goals and Objectives
Capacity Management
- Business Capacity Management
- Resource Capacity Management
- Service Capacity Management
- The Capacity Database
- Goals and Objectives
Financial Management for IT
Services
- Background to Financial
Management
- Budgeting and Accounting
- Charging
- Types of Costing and Charging
- Goals and Objectives
IT Service Continuity Management
- Business Continuity
Planning
- IT Service Continuity Planning
- Risk
Analysis Methods
- Goals and Objectives
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