ITIL® v3 Foundation Certificate in IT Service Management

Length

3 days

Price

$2035.00 inc GST

Inclusions

Exam on day 3

Overview

Did you know….? The new ITIL 4 Foundation course is also available: ITIL 4 Foundation Certificate in IT Service Management.

Learn about ITIL^® best practices, and earn the internationally recognised ITIL Foundation Certificate in IT Service Management in 3 days!

ITIL is the most widely adopted approach for IT Service Management in the world. It provides a practical, no-nonsense framework for identifying, planning, delivering and supporting IT services to the business.

Our ITIL training teaches the essentials of IT Infrastructure Library (ITIL) and helps you to understand how your organisation can benefit significantly by applying the ITIL principles to your work environment.

This course also includes the ITIL Foundation Handbook, containing over 300 pages of practical material for reference back in the workplace.

Examination

This course pricing includes the ITIL Foundation Certificate Exam at the end of day 3 of the course. It is a 60 minute exam, with 40 multiple choice questions and a pass mark of 65%. Two practice exam papers are provided, and reviewed to assist in preparation. The exam is online in the classroom, and the results will be available immediately.

It is highly recommended that you spend some time each evening of this course reviewing and consolidating what you’ve learned, to be well prepared for the exam.

Successful candidates will be awarded 2 credits towards the ITIL Expert certification.

Key Topics

Detailed Info

The history and philosophy of ITIL and IT Service Management
Understanding services and the business context of IT
Process theory and development
Key definitions and terminology
The ITIL Certification path
The IT Service Lifecycle Model
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement
Functions and Roles

Skills Gained

Key Topics

Target Audience

Prerequisites

Industry Association Recognition

Skills Gained

After completing this ITIL training course, students will understand the concepts of how to manage and deliver an IT Service which is tailored to meet the needs of the business, using best practice as a guide.

This will be achieved by developing an understanding of how all of the departments and sections within the IT organisation, work together to deliver the service.

This includes activities such as designing of IT Services, Service Level Agreements, Change Management, and managing of Incidents.

Key Topics

The history and philosophy of ITIL and IT Service Management
Understanding services and the business context of IT
Process theory and development
Key definitions and terminology of the ITIL model
The ITIL Certification path from Foundation to Intermediate to Expert
The IT Service Lifecycle Model – covering the principles, activities, models and goals of each of the five stages in the Lifecycle Model and the Processes related to these stages
The functions and roles outlined in ITIL and how these apply to the processes

Service Strategy

Service Portfolio Management
Financial Management
Business Relationship Management

Service Design

Service Level Management
Design Co-ordination
Service Catalogue Management
Availability Management
Capacity Management
IT Service Continuity Management
Security Management
Supplier Management

Service Transition

Change Management
Transition Planning and Support
Service Asset and Configuration Management
Release and Deployment Management
Knowledge Management

Service Operation

Incident Management
Problem Management
Event Management
Request Fulfilment
Access Management

Continual Service Improvement

Seven step improvement process
Critical Success Factors
Key Performance Indicators

Functions and Roles

Service Desk
Applications Management
IT Operations Management
Technical Management
Service Owner
Process Owner
Process Manager
Process Practitioner

Target Audience

All levels of support personnel within an IT Service Management Organisation including:

IT Managers
Support Team Leaders
Technical Support staff
Service Owners
Architects
Project Managers
Vendor Managers
Service Desk Supervisors
Process Owners
Change Managers
Service Level Managers
Problem Managers
Operations Managers
Managers who interact between the business and IT

This course is also of significant value to anyone who attended ITIL v2 or v3 training, to understand the new processes and enhancements that have since been introduced.

We can also deliver and customise this training course for larger groups – saving your organisation time, money and resources. For more information, please contact us on 1800 853 276.

Prerequisites

There are no pre-requisites for this course; however it is assumed that course participants are working or have worked in an IT environment or equivalent. This course is a pre-requisite for the Intermediate Certificates and the Expert Certificate in IT Service Management.

Industry Association Recognition

Project Management Institute (PMI)^®

Contact Hours: 21 hours
Professional Development Units (PDUs): 21 PDUs

Australian Institute of Project Management (AIPM)

Continual Professional Development (CPD) points: 10 points

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The supply of this course by DDLS is governed by the booking terms and conditions. Please read the terms and conditions carefully before enrolling in this course, as enrolment in the course is conditional on acceptance of these terms and conditions.

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SPECIAL OFFER ITIL Foundation Learning Packs – mix & match ITIL 4 and v3 or choose 2-day Upgrade

Pre-purchase the ITIL^® Foundation or the Upgrade to ITIL 4 Foundation public training course at a discounted price. Save on the standard RRP when you purchase the training in packs of 5, 10 or 20.