ITIL® – ITIL Service Management

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Price (ex vat): £1599
PrintDURATION: 5 days
TIME: 09:00 to 17:00 GMT

ITIL Foundation course 3 days - £799+VAT. ITIL Intermediate: 3 days - £999+VAT.

About ITIL® – ITIL Service Management

ITIL Service Management

ITIL® is a widely-accepted approach to IT service management across the world. ITIL provides best practice methods drawn from public and private sectors.

Because ITSM is driven both by technology and the huge range of organisational environments in which it operates, it is in a state of constant evolution. Best practice, based on expert advice and input from ITIL users is both current and practical, combining the latest thinking with sound, common sense guidance.

The course covers the five core volumes which provide an end-to-end view of IT and its integration with business strategy.

ITIL® Foundation 3 days

This course is the first step in the ITIL Service Lifecycle. It provides a basic understanding of the key concepts and terminology used in ITIL Service Management.

ITIL® Practitioner 2 days

This part of the course provides the practical framework for you to apply ITIL best practice management methods within your place of work. However, you must first complete the foundation level before taking the practitioner qualification.

Target Audience

  • IT Managers, practitioners involved in the strategy, design, implementation and ongoing delivery of business-used IT services.
  • If you require an insight into Service Management best practice.

ITIL® Foundation and Practitioner

The most cost effective option is to take both levels within the same week and save £199 plus vat.

Course Options

ITIL Foundation course and exam: 3 days – £699.

ITIL Practitioner course and exam: 2 days – £999.

Take both Foundation and Practitioner courses in the same week: £1499 plus vat.

ITIL Online, eLearning training

We also offer an ITIL online training option.

Aim & Objectives

Aims

To gain a formal ITIL qualification at Foundation and Practitioner levels.

Objectives

The key objectives of the ITIL course are to understand the five core volumes:

  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation
  • Continual Service Improvement

Course Content

Course Focus

  • Service Management as a practice
  • The concept of good practice
  • The concept of a service and service management
  • Define processes, roles and functions

The Service Lifecycle

  • Understand the Service Lifecycle and its key concepts
  • Understand the business value of the phases

Key concepts and definitions

  • Key terminology, key concepts, key principles and key models

Service Strategy

  • Service strategy
  • Goals & objectives of service strategy
  • 4 main activities of service strategy
  • Value creation through services
  • Service strategy processes

Service Design

  • People, processes, products & partners
  • 5 major aspects of service design
  • Sourcing approaches
  • 7 service design processes

Service Transition

  • Service V model
  • Service Transition processes

Service Operation

  • IT service versus technology components
  • Quality of service versus cost of service
  • Reactive versus proactive
  • Overview of the service transition processes
  • Objectives of continual service improvement
  • 7 step improvement process

Functions

  • Service Desk; Technical Management
  • Application Management; IT Operations Management

Roles

  • Process owner; Service Owner; RACI model in determining organisational structure

Technology and Architecture

  • Integrated Service Management requirements
  • How does service automation assists with integrated processes

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