ITIL® Foundation for IT Service Management (with Case Study)

COURSE OVERVIEW

This 3-day course introduces the fundamentals of IT Service Management (ITSM) based on 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® Foundation Certificate examination. An exam voucher is provided to each student upon completion of the training.

PREREQUISITES

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

AUDIENCE

• IT professionals, business managers and business process owners
• Individuals who require a basic understanding of the ITIL® framework and how it may be used to enhance the quality of IT service management within an organization
• IT professionals that are working within an organization that has adopted and adapted ITIL® who need to be informed about and thereafter contribute to an ongoing service improvement program

COURSE OBJECTIVES

Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this certification:

• Service management as a practice (comprehension)
• The ITIL® service lifecycle (comprehension)
• Generic concepts and definitions (awareness)
• Key principles and models (comprehension)
• Selected processes (awareness)
• Selected functions (awareness)
• Selected roles (awareness)
• Technology and architecture (awareness)
• Competence and training (awareness)

NEXT STEPS

• Courses from the Lifecycle or Capability streams leading to the ITIL® Expert qualification

BENEFITS TO YOU

• Understand how IT Services create value for the business and the importance of IT Service Management in making this happen
• Understand how IT and the Business can collaborate to improve overall productivity and efficiency
• See how each stage of the service lifecycle contributes to the overall service and how each process and role plays a part
• Discover how to become more proactive
• Learn ITSM concepts via a case study and related assignments

COURSE OUTLINE

Service Management as a Practice

• Define the concept of a service, and comprehend and explain the concept of service management as a practice

The ITIL® service lifecycle

• Understand the value of the ITIL® service lifecycle, how the processes integrate with each other, throughout the lifecycle and explain the objectives, scope and business value for each phase in the lifecycle

Generic concepts and definitions

• Define some of the key terminology and explain the key concepts of service management

Key principles and models

• Comprehend and account for the key principles and models of service management and to balance some of the opposing forces within service management

Processes

• Understand how the service management processes contribute to the ITIL® service lifecycle, to explain the purpose, objectives, scope, basic concepts, activities and interfaces of the processes

Functions

• Explain the role, objectives and organizational structures of the different functions

Roles

• Account for and be aware of the responsibilities of some of the key roles in service management

Technology and architecture

• Understand how service automation assists with expediting service management processes

Competence and training

• Competence and skills for service management

Mock exam

• Help the candidate to pass the ITIL® Foundation exam

For more information about HP training programs in Ukraine visit the web site at http://www8.hp.com/ua/ru/training/index.html

For whom it is intended:

• Analyst
• IT Manager
• Network administrator
• Project Manager
• System administrator
• System engineer