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.

Hot Topics

3-day ITIL Foundation

5-day PRINCE2™ Practitioner

4-day Business Analysis

3-day Project Management Fundamentals

Course Title:
ITIL Version 3 Foundation

Duration: 3 days

Next Public Course Date(s):
Manchester
28 May 2008
4, 23 June 2008
14 July 2008
4, 27 August 2008
22 September 2008

East Midlands
28 April 2008
19 May 2008
30 June 2008
21 July 2008
11 August 2008
15 September 2008

Yorkshire
7 May 2008
9 June 2008
7 July 2008
4, 27 August
22 September 2008

London
7, 19, 28 May 2008
9, 16 June 2008
2, 14, 23 July 2008
4, 11, 27 August 2008
1, 15, 22 September 2008

Tyne & Wear
28 May 2008
16 June 2008
7 July 2008
4 August 2008
1 September 2008

Price: £925 (+VAT) per delegate

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

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

The main objective of the ITIL Foundation is to obtain knowledge of the ITIL® terminology, structure and basic concepts and to comprehend the core principles of ITIL practices for Service Management.

The course enables delegates to understand how an integrated IT Service Management framework, based on ITIL best practice guidelines, can be adopted and adapted within their own organisations following the new service lifecycle approach.

The course will also prepare delegates for the ITIL Foundation Certificate in IT Service Management examination.

Course Content


The Service Lifecycle

The objectives and business value for each phase of the Service Lifecycle and the main goals and value to the business provided by each phase of the lifecycle covering the 5 core books:

Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement

Key Principles and models of ITSM

The types of service provider
The five major aspects of Service Design
The service V model
The Continual Service Improvement model

The Processes and Functions

Define the characteristics of a process. The objectives, business value, basic concepts, roles and interfaces of:

Service Portfolio Management
Service Level Management
Incident Management
Change Management

The objectives and basic concepts of:

Demand Management
Financial Management
Service Catalogue Management
Availability Management
Capacity Management
Supplier Management
Information Security Management
IT Service Continuity Management
Service Asset and Configuration Management
Release and Deployment Management
Event Management
Problem Management
Request Fulfilment
Access Management
The 7 step improvement process

Explanation of the functions

Service Desk
Application Management

Operations Management

Technical Management

Organisation structure and key roles

Using the RACI model

Technology and Architecture

Generic requirement for an integrated set of ITSM technology



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