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ITIL® Foundation Certificate in IT Service Management including exam
Length
Price
3 days
$2640.00 (inc GST)
Overview
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. Additional quizzes will also be available online via our ITIL Portal to assist in revision. The exam is online in
the classroom, and the results will be available immediately.
Successful candidates will be awarded 2 credits towards the ITIL Expert certification.
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
It is highly recommended that you spend 2 hours each evening of this course reviewing and consolidating
what you've learned, to be well prepared for the exam.
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 > Intermediate > 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 ITIL® training 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.
The supply of this course by Dimension Data Learning Solutions Pty Ltd 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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