ITIL® Foundation Certificate in IT Service Management Training Course

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Course Language

This course is delivered in German or English.

Course Code

itilsm

Duration Duration

21 hours (usually 3 days including breaks)

Requirements Requirements

Basic working knowledge of IT or experience of working in a customer service role

Overview Overview

The ITIL® Foundation Certificate in IT Service Management course provides comprehensive first-level training for anyone involved in provision, support, and delivery of IT Services and is aimed at all levels of IT professionals, Customers, and Users involved in the provision or receipt of IT Services. The course culminates in an optional one-hour multiple-choice examination for the Foundation Certificate in IT Service Management and is a pre-requisite for further training in ITIL that leads to the ITIL Expert Certificate in IT Service Management.

Course Outline Course Outline

Service Management as a Practice

  • Efficient development of new services and the improvement of existing services
  • Good practice
  • Functions, Roles and Processes

Service Strategy: overall business aims and expectations

  • Types of Service Provision
  • Service Portfolio Management
  • Financial Management
  • Demand Management
  • Business case

Service Design: developing a solution to meet the needs of the business

  • Service Catalogue Management
  • Supplier Management
  • Service Level Management
  • Availability Management
  • Capacity Management
  • IT Service Continuity Management
  • Information Security Management

Service Transition: implementing service designs so that service operations can manage the services

  • Service Asset and Configuration Management
  • Change Management
  • Knowledge Management
  • Release and Deployment Management

Service Operation: day to day, business as usual activities

  • Incident Management
  • Problem Management
  • Request Fulfilment
  • Event Management
  • Access Management
  • Functions: Service Desk, Technical Management, Operations Management and Applications Management

Continual Service Improvement: how to improve the cost effectiveness and efficiency of service provision

  • CSI Model
  • Deming Cycle

Examination

  • Multiple choice
  • 40 questions per paper
  • 26 marks required to pass (out of 40 available) - 65%
  • 60 minutes duration

If taking an exam, candidates are required to provide a Photo ID with a valid signature e.g. driving license, passport or named work ID badges prior to sitting their exam. Failure to produce this ID will result in their exam results being withheld until proof of ID is provided.


Public Classroom Public Classroom
Participants from multiple organisations. Topics usually cannot be customised
From 3170EUR
(14)
Private Classroom Private Classroom
Participants are from one organisation only. No external participants are allowed. Usually customised to a specific group, course topics are agreed between the client and the trainer.
From 3170EUR
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Private Remote Private Remote
The instructor and the participants are in two different physical locations and communicate via the Internet
From 3560EUR
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SelfStudy SelfStudy
Self-study courses allow you to learn at your own pace on your own time. There is no live instructor involved. The participants use recorded video, quizzes and reading at their own convenience.
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The more delegates, the greater the savings per delegate. Table reflects price per delegate and is used for illustration purposes only, actual prices may differ.

Number of Delegates Public Classroom Private Classroom Private Remote
1 3170EUR 3170EUR 3560EUR
2 2040EUR 2015EUR 2210EUR
3 1663EUR 1630EUR 1760EUR
4 1475EUR 1438EUR 1535EUR
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Upcoming Courses

VenueCourse DateCourse Price [Remote/Classroom]
ZürichTue, 2016-07-19 09:303560EUR / 4210EUR
BaselWed, 2016-08-10 09:303560EUR / 4210EUR
BernTue, 2016-10-04 09:303560EUR / 4210EUR

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