Course Description

USD $1,680
CAD $1,610

Course overview

This course introduces the terminology, structure, and basic concepts of IT Service Management (ITSM), based on Version 3 of the IT Infrastructure Library (ITIL®).

Information contained in this course is based on the following ITIL books, published by The Stationery Office (TSO):

• The Introduction to the ITIL Service Lifecycle
• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement

Course Prerequisites

• None. Experience and knowledge of IT computing environments are useful but not essential.

Audience

• 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

• Gain a fundamental understanding of the ITSM lifecycle, processes, and functions.
• Gain the knowledge necessary to prepare for the "Foundation Certificate in IT Service Management" (offered at the end of this course).

Benefits to you

• Gain broad level of information covering the entire Service Management Lifecycle.
• Gain fundamental understanding necessary to assist in the implementation of ITIL V3 principles within your organization. 
• Opportunity to earn internationally-accredited Foundation Certificate in IT Service Management.

Course outline

• Introductions
  • Logistics & Outline
  • Purpose
  • Introduce Yourself & Expectations
  • Introduce "Good Practice" and Best Practice
• Operational Functions
• The Value Approach
  • What is ITIL?
  • Process Theory
  • The Service Lifecycle and Processes
  • Sample Questions
• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement
• Conclusion
  • Governance
• Review and Practice Exam
• Certification Examination

Exam Format

• 40 multiple-choice questions
• 60 minutes to complete (75 if English is not your native language)
• 65% (26 out of 40) required to pass

Exam Study

• All necessary materials are provided with the course.
• 18 hours of study recommended (includes in-class lecture/study and time outside of class).
• Sample exams and exam syllabus provided.