IT Service Management: ITIL Foundation

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This instructor-led course has been commissioned by the UIS through a third party company.

ITIL is Best Practice IT Service Management which is used by many organisations around the world. A whole ITIL philosophy has grown up around the guidance contained within the ITIL books and the supporting certification and qualification scheme.

The ethos behind the development of ITIL is the recognition that organisations are becoming increasingly dependent on IT in order to satisfy their corporate aims and meet their business needs. This leads to an increased requirement for reliable, high-quality IT services.

The ITIL Foundation course provides IT managers, practitioners, support staff and staff interfacing with the information systems function with a practical understanding of the key concepts, principles, processes and functions that enables successful IT service management provision. It also prepares delegates for the ITIL Foundation Certificate Examination. The course is based on the ITIL best practice service lifecycle approach featured in the latest 2011 guidelines.

There is a fee of £675 for this course.

ITIL Foundation is the entry level qualification of the ITIL Qualifications scheme.

• University and college staff requiring an insight into service management best practice
• Applicable roles are IT managers, IT practitioners, IT support staff, business analysts, business relationship managers, project and programme staff
• Further details regarding eligibility criteria are available

Number of sessions: 6

• Service management as a practice
• The ITIL service lifecycle
• Generic concepts and definitions
• Key principles and models
• Selected processes
• Selected functions
• Selected roles
• Technology and architecture
• Competence and training

A detailed list of the syllabus can be found online

• Understand how an integrated IT service management framework, based on ITIL 2011 best practice guidelines, can be adopted and adapted within their own organisations
• Successfully introduce an integrated IT service management framework based on the ITIL best practice service lifecycle approach
• Be prepared for the ITIL foundation certificate exam

Presentations, demonstrations and practicals

The Foundation Certificate in IT Service Management is a pre-requisite for the all other ITIL-based qualifications in IT service management.

The exam is taken in the afternoon of day 3

• Multiple choice
• 40 questions per paper
• 26 marks required to pass (out of 40 available) - 65%
• 60 minutes duration
• Closed book

Sample exams can be found online

• University departments and colleges £675 (VAT not applicable)

• The fee is inclusive of:
  • Instructor led course
  • Courseware
  • Exam
  • Lunch, teas and coffees

Three days

• IT Certification Courses
• Techlinks & IT Support Staff