Course number HF421S

Delivery method
Instructor-led training (ILT)
Onsite dedicated training (OST)

Special notes

• This course is face-to-face. The exam is administered at 2:30pm on the last day of class (2:00 for Canada sessions). Please make travel plans accordingly. The cost of the exam is included in the course registration fee
• If you want training without the travel, check out HF422S ITIL V3 Foundation, our live, online, instructor-led ITIL V3 Foundation course - see the course description here and schedule here

Prerequisites
Experience and knowledge of IT computing environments are useful but not essential

Audience
All IT Staff, system and network administrators, managers and executives who are responsible for the delivery of IT services in an organization

Course objectives
Upon successful completion of this course participants will be able to:

• Gain a fundamental understanding of the ITSM lifecycle
• Gain the knowledge necessary to prepare for the “Foundation Certificate in IT Service Management” examination from EXIN, ISEB or APM Group

Next steps
Modular courses covering ITSM Business stream or Capability stream leading to the ITIL Diploma

Benefits to you

• Identify the lifecycle and fundamental processes involved in IT Service Management and how to integrate them into your business’ IT service model
• Understand how IT and the Business can collaborate to improve overall productivity and efficiency
• Learn to move the reactive relationship between IT and users to a proactive relationship
• Learn ITSM concepts via an exciting and interactive simulation

Course outline

Service Management as a Practice

• Introduction to IT Service Management
• ITIL introduction

Service Lifecycle

• Introduction of the lifecycle stages

Key Principles, Models and Concepts

• Introduction to key principles, models and concepts

Concepts, Roles and Functions

• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement

Technology and Architecture

• Architecture and technology to manage the IT Services

ITIL® Qualification Scheme

Revision and Mock Examination

• Upis u radnu knjižicu: ne
• Certifikat: ne
• Uvjerenje: ne
• In-house: ne
• Svjedodžba: ne
• Diploma: ne