ITIL Service Management Foundation Course

Delivered by KMF Advance in association with

A three-day on-site training course.

Audience:

This 3 day course is for IT professionals involved in the delivery of business-focused IT services who require a sound understanding of best practice Service Management processes and procedures. It also provides delegates with an opportunity to gain a recognised entry-level professional qualification in IT Service Management.

Structure:

The format of the event is highly interactive and designed to present the information in memorable, manageable segments.

Throughout the course, delegate’s understanding of the material will be tested through the use of exercises and examination style questions. 

At the end of the course, delegates may choose to sit a one hour multiple choice examination leading to the ISEB Foundation Certificate. 

Course Documentation:

Each delegate will receive a comprehensive course handout containing all of the course slides and full supporting documentation.

Each delegate will receive a copy of the itSMF IT Service Management Pocket Book.

Course Content:

Introduction to Service Management

• The place and case for ITIL 
• Achieving a service culture 
• Managing perceptions 

Service Level Management

• Implementing Service Level Management 
• Choosing SLA structures and content
• Monitoring, reporting and reviewing 

Incident Management

• What constitutes an Incident
• The Incident lifecycle 
• Different roles in Incident resolution

Problem Management

• How Problems are identified
• The purpose of Known Errors
• Proactive Problem Management

Service Desk

• Role and responsibilities
• Desk structures – local, central, virtual
• People and technologies

Configuration Management

• Planning effective Configuration Management
• Configuration items and the Configuration Management Database
• The five key stages (PICSV) 

Change Management

• A scalable process for managing change
• Role of the Change Manager and the Change Advisory Board
• Standard Change Models

Release Management

• Relationships to Change and Configuration Management
• The Definitive Software Library (DSL)
• Release types
• Releasing and rollouts

Availability Management

• Availability and Reliability
• Understanding the customer view and calculating Availability
• Techniques for improving availability

IT Service Continuity Management

• Relationship to Business Continuity Management (BCM)
• Main stages of IT Service Continuity Management
• Identifying Risks and Countermeasures 
• Contingency options and Disaster Recovery 

Capacity Management

• The three sub-processes 
• Capacity Management activities
• The Capacity Plan and other outputs

Financial Management for IT Services

• How Budgeting, Accounting and Charging work together
• Budgeting and Cost Types
• IT Accounting and producing a Cost Model
• Charging and Charging policies 
 

Cost:

• Contact KMF Advance for a quote on delivery of this training within your organisation or for further details.

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