ITIL Foundation Training - ITIL Courses

Introduction

This 3 day ITIL Foundation course will provide you with everything they need to pass the ITIL Foundation exam. Through a combination of presentations, exercises and discussions, the course will cover the key principles and concepts of ITIL, and prepare you for the exam, which is taken on the final day. Passing ITIL Foundation will allow you to go on to achieve the higher levels of ITIL qualification.

The course covers the following topics:

Efficient development of new services and the improvement of existing services

Functions, Roles and Processes

Types of Service Provision

Service Portfolio Management

Financial Management

Demand Management

Service Catalogue Management

Supplier Management

Service Level Management

IT Service Continuity Management

Information Security Management

Service Asset and Configuration Management

Release and Deployment Management

Incident Management

Functions: Service Desk, Technical Management, Operations Management and Applications Management

Deming Cycle

What is ITIL?

ITIL (Information Technology Infrastructure Library) is a best practice framework for IT Service Management. It is based around the idea that IT services in a business should be aligned to the business’s needs and support its core functions. ITIL is managed by AXELOS, the best practice advisor formed jointly by the UK government and the business services company Capita. It is used by major organisations such as Microsoft, NASA and the UK’s National Health Service.

The IRS (Internal Revenue Service), the US government agency in charge of tax collection, was looking to improve its efficiency for the years 2009 – 2013. They decided to focus on improvement in two areas: people and technology. ITIL helped them improve their management of technology and has remained a key part of the organisation ever since. Faced with a number of options, including outsourcing some of their IT services, the IRS spent a year researching how to improve their service management. Eventually they chose ITIL, as it would make their work more streamlined while delivering the best quality of service to their customers at the best value to the organisation. To implement ITIL successfully, the IRS focused on training their executive teams to see the benefits of ITIL. This ensured the roll out of ITIL was fully supported, with proper funding available. As a result of its successful implementation of ITIL, the IRS earned level 3 certification for its use of ITIL in 2012, bringing it up to “world-class” standing. ITIL® is a registered trade mark of AXELOS Limited

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