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ITIL V3 & V2 TRAINING COURSES

       
  ITIL V3 MANAGERS BRIDGE TO DIPLOMA TRAINING & EXAM
  SERVICE MANAGEMENT V2 FOUNDATION
  SERVICE MANAGEMENT V3 FOUNDATION
  SERVICE MANAGEMENT V3 FOUNDATION BRIDGE & EXAMINATION
    SERVICE MANAGER’S CERTIFICATE – SERVICE SUPPORT  
    SERVICE MANAGER’S CERTIFICATE – SERVICE DELIVERY  
    SERVICE MANAGER’S REVISION DAY  
    SERVICE MANAGER’S CERTIFICATE - EXAMINATIONS  
     
Examination - Service Support
 
     
Examination - Service Delivery
 
    PRACTITIONER CERTIFICATES IN IT SERVICE MANAGEMENT  
     
Support and Restore
 
     
Release and Control
 
    ITIL OVERVIEW  
    PROMOTING AND PLANNING TO IMPLEMENT SERVICE MANAGEMENT  


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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