ITIL Foundation training and certification is the first stage in the ITIL training program. Over 2 days the class provides a comprehensive overview of IT best practices and ITIL concepts, and an introduction to the key Service Delivery and Support disciplines required for an IT Service Management initiative.
The first "ITIL Version 3.0" compatible class!
Our accredited facilitators each have at least 20 years of actual IT management experience and have attained the ITIL Service Manager credential. They are actively involved in major service management projects, providing a valuable blend of practitioner and academically strong guidance to the class.
The class allows discussions on key elements of an ITSM strategy missing from the ITIL guidance, such as the role of a business relationship manager in defining service requirements, and ho wto structure an actionable service catalog.
The class discusses the problem with measuring IT value as perceived by the business user, the elements of a successful ITSM strategy, it discusses the relationship between an ITSM strategy and the end-goal of business/IT alignment, governance, regulatory complianc and how to provide a framework for both a service provision capability and ITSM implementation approach.
At the core of the class concepts is the need to manage a service throughout its lifecycle, from request, through development and deployment, to production operations and perhaps retirement based upon cost and quality criteria. The class positions each ITIL best practice against this service provision lifecycle backbone process to indicate vital responsibility and touch points.
The need and key role of a service catalog, a true cross function service request management process, and a disciplined service requirements definition method are highlighted in a class workbook that is the basis for more than 90% of the material required for the ITSM Master class.
Finally, the class provides a basic approach to the lifecycle management of a service as a product provided to the business, and how to leverage quality management methods such as Six-Sigma to deploy the benefits of ITSM on a line of business specific problem or opportunity basis, as opposed to a one-size fits all approach.
The course is suitable for any individual interested in understanding the objectives and benefits of an ITSM strategy as well as becoming familiar with the fundamental principles and commonly used terms and best practice descriptions provided by ITIL . The Foundation certificate is the entry level criteria for all other ITIL-related certification and along with our web-based training option a significant element of our own BASE" training program for organizations interested in achieving service excellence in IT.
Audience - IT Support Staff, IT Consultants, Key Business Users, IT Developers