ITIL V3 Foundation for IT Service Management (HF421S)

This course introduces the fundamentals of IT Service Management (ITSM) based on Version 3 of the IT Infrastructure Library (ITIL®). It describes the key concepts, processes, functions and roles of the ITIL® service lifecycle. The course is made up of lectures and practical assignments, which provide an interactive learning experience. This results in good awareness and comprehension of the main aspects of ITIL®. The course prepares attendees for the ITIL® V3 Foundation Certificate examination.

Course outline:
Upon successful completion of this course participants will be able to:
  • Gain the knowledge necessary to prepare for the ?Foundation Certificate in IT Service Management? examination from EXIN, ISEB or APM Group.
  • Introduction to IT Service Management, Service Lifecycle, Key Principles, Models and Concepts, Roles and Functions
  • Service Design
  • Service Operation
Technology and Architecture
ITIL® Qualification Scheme
  • Gain an understanding of the ITIL® service lifecycle and its key components.

Detailed Course Outline
Service Management as a Practice:
  • ITIL® introduction
  • Introduction of the lifecycle stages
  • Introduction to key principles, models and concepts
  • Service Strategy
  • Service Transition
  • Continual Service Improvement
  • Architecture and technology to manage the IT Services