Course Code: ITIL2011FND

Course Duration: 3 Days

Course Overview:

Attendees will learn about the international best practice framework for IT Service Management (ITSM) and upon successfully completing the certification exam will have an internationally recognised ITIL® Foundation Certificate. All in just 3 days!

This course is specifically designed for anyone working in IT wanting to gain a better understanding of IT Service Management best practices.

Our ITIL® training provides a solid foundation and understanding the ITIL® service lifecycle. Our Training is only delivered by certified trainers who have real life experience so you not only get the theory but your get good practical examples of how the key elements of the ITIL® Service Lifecycle works. This provides a good foundation for how you could improve your IT Service Management Capability in your own organisation.

Day 3 of the course allows time for attendees to formally sit the certification exam with a certified invigilator present.

Like anything, the more you put in the more you get out. It is recommended that all attendees allocate approx. 2 hours personnel study time throughout the first 2 days of the course.

Pre-requisites:

There are no formal pre-requisites for this ITIL® training course, however it is assumed that course participants are working or have worked in an IT Service environment or equivalent. This course is a pre-requisite for any of the Intermediate Lifecycle and Intermediate Capability courses

Target Audience:

All levels of support personnel within an IT Service Delivery Organisation

• IT Managers
• Support Team Leaders
• Service Desk Supervisors
• Change or Release Managers
• IT Project Manager
• Service Level Managers
• Problem Managers
• Operations Managers
• IT Business Relationship / Account Managers

Course Benefits:

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 an international best practice framework.

This will be achieved by developing an understanding of how the departments / functions within the IT organisation, work together to deliver quality services to their business customers.

Key Topics:

• Service Management as a practice
• Understanding IT services in the Business Context
• Key concepts, principles, models and terminology of the ITIL® framework
• Selected ITIL® functions
• Selected ITIL® roles
• Process theory and development
• The five stages of the ITIL® Service Lifecycle Model

Course Cost:

$1690 + GST per person.

Includes: All Course Materials, Morning and Afternoon Tea & Coffee, Catered Lunch, and ITIL® Foundation Certification exam.

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