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3 days
(In case of a 2 days course the 3 days schedule will be adjusted in 2 days with 9 to 9.5 hours per day where it is expected that the candidate does some pre-read/self-study.)

Individuals who require a basic understanding of the ITIL framework and how it may be used to enhance the quality of IT service management within an organization.
IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement programme.

Course Objectives
The purpose of the ITIL Foundation certificate in IT Service Management is to certify that the candidate has gained knowledge of the ITIL terminology, structure and basic concepts and has comprehended the core principles of ITIL practices for Service Management.

Method of Delivery
Classroom presentation
Presentation slides with the help of White Board.

The method of delivery is highly interactive and designed to present the information in memorable and manageable segments.

Each delegate/candidate will receive a comprehensive course handout containing all of the course slides and relevant supporting documentation.

Throughout the course, delegate’s understanding of the material will be tested through the use of interactive discussion and mock exam(s).

Course Time
09:00 Hrs to 17:30 Hrs

Course Outline

Day One

Background to ITIL
The new ITIL Service Lifecycle
Generic Concepts and Definitions
Service Strategy (SS)

Service Portfolio Management

Financial Management
Demand Management
Service Design (SD)
Service Catalogue Management
Service Level Management
Capacity Management
Availability Management
IT Service Continuity Management
Discussion and review of Day One

Day Two

Information Security Management
Supplier Management
Service Transition (ST)
Change Management
Service Asset and Configuration Management
Release and Deployment Management
Knowledge Management
Service Operation (SO)
Event Management
Incident Management
Problem Management
Access Management
Discussion and review of Day Two

Day Three

Request Fulfilment
Continual Service Improvement (CSI)
ITIL Foundation Exam

ITIL Foundation Examination The multiple choice examination is undertaken at the end of the course. There are 40 multiple choice questions to be undertaken in the 60 minute closed book examination. A pass mark of 65% is required in order to be awarded the ITIL Foundation Certificate.

Candidates sitting the examination in a language other than their native language have a maximum of 75 minutes and are allowed to use the dictionary. Follow on Courses to enhance your knowledge further ITIL Intermediate — Service Lifecycle and Service Capability Modules.

Follow on Courses to enhance your knowledge further
ITIL Intermediate — Service Lifecycle and Service Capability Modules


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