IT Service Management
Course Listings

For further information, or to make a telephone booking, or to receive a competitive quotation for an in-house course, you can call Pentland Training now on 0800 328 2766.

All of our training courses can be delivered on your own site, at Pentland Training facilities, or at an off-site venue.

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3-day ITIL Foundation

5-day PRINCE2™ Practitioner

4-day Business Analysis

3-day Project Management Fundamentals

Course Title:
ITIL Foundation (Including exam ISEB certificate)

Duration: 3 days

Next Public Course Date(s):
Manchester
30 June 2008
28 July 2008
29 September 2008

East Midlands
7 May 2008
14 July 2008

Yorkshire
28 May 2008
27 August 2008

London
16 June 2008
21 July 2008
11 August 2008
27 August 2008
22 September 2008

Tyne & Wear
23 June 2008
1 September 2008

Price: £925 (+VAT) per delegate

Course Overview
This three-day instructor-led course is an intensive, interactive workshop consisting of formal lecturing, discussions, exercises, presentations and test examination questions.

On the last afternoon of the course there is a 40 question multiple-choice examination of one hour.

On completion of the course participants will appreciate the need for Service Management, its components, dependencies between components, processes and disciplines, which can bring an organisation quantifiable business benefits. Participants will learn how each discipline contributes to successful Service Management and is essential in ensuring IT delivers quality services to customers.

This course is a practical workshop, based on the Service Management de facto standard ITIL (IT Infrastructure Library) for IT staff of all levels who are involved in the delivery or support of IT services. The workshop fully prepares participants for the ISEB Foundation Certificate in Service Management.

The course and trainers are fully accredited by the BCS/ISEB.

This course prepares delegates for the ISEB FOUNDATION examination in Service Management.

Course Objectives


Delegates will learn how to

Articulate the purpose and objectives of Service Management.

Appreciate the concepts and processes of - Service Management: a controlled and disciplined approach to the support and delivery of quality services.

Identify the costs, benefits and problems of introducing and running Service Management.

Identify the key elements of the eleven ITIL Service Management disciplines.

Appreciate the crucial role planning plays in delivering Quality IT services.

Appreciate the crucial role SLA’s play in ensuring both the customer and IT supplier understand an organisation’s business and IT requirements.

Appreciate the ITIL processes and procedures needed to deliver effective, quality IT.

Monitor and measure in order to quantify successful Service Delivery.

Course Content


Introduction to and reasons for ITIL

ITIL vocabulary, key terminology and processes

Inter-dependencies of the ITIL modules

Justifying ITIL in an organisation

ITIL and Quality

Planning for Service Management

Service Level Management and SLAs

Understanding, identifying and controlling IT resources

Effective handling of incidents and problems, speedy restoration of services and resolution of problems

Understanding the essential role of the Service Desk in delivering quality IT services that delight your customers

Controlling changes in an organisation and delivering required benefits through controlled release processes

Capacity planning for IT resources

Planning for high availability and IT Service Continuity, anticipating large and small service interruptions

Understanding the financial issues inherent in providing quality IT services

Improved Management reporting as a result of disciplined data collection

Examination practice, technique, hints & tips



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