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Mon 13 Mar - Wed 15 Mar 2017
09:00, ...

Venue: University Information Services, Roger Needham Building, Huntingdon Room

Provided by: University Information Services


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IT Service Management: ITIL Foundation
Special£

Mon 13 Mar - Wed 15 Mar 2017

Description

This instructor-led fee based 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.

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

Target audience
  • All current University members (departments and colleges) 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
Sessions

Number of sessions: 6

# Date Time Venue Trainer
1 Mon 13 Mar 2017   09:00 - 12:30 09:00 - 12:30 University Information Services, Roger Needham Building, Huntingdon Room map Manjeet Nijjer
2 Mon 13 Mar 2017   13:00 - 17:00 13:00 - 17:00 University Information Services, Roger Needham Building, Huntingdon Room map Manjeet Nijjer
3 Tue 14 Mar 2017   09:00 - 12:30 09:00 - 12:30 University Information Services, Roger Needham Building, Huntingdon Room map Manjeet Nijjer
4 Tue 14 Mar 2017   13:00 - 17:00 13:00 - 17:00 University Information Services, Roger Needham Building, Huntingdon Room map Manjeet Nijjer
5 Wed 15 Mar 2017   09:00 - 12:30 09:00 - 12:30 University Information Services, Roger Needham Building, Huntingdon Room map Manjeet Nijjer
6 Wed 15 Mar 2017   13:00 - 17:00 13:00 - 17:00 University Information Services, Roger Needham Building, Huntingdon Room map Manjeet Nijjer
Topics covered
  • 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

Objectives
  • 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
Format

Presentations, demonstrations and practicals

Charging
  • University departments and colleges £695 (VAT not applicable)

The fee includes:

  • Instructor led course
  • Courseware
  • Exam
  • Lunch, teas and coffees

Cancellations

This third-party course requires a minimum number of participants in order that it can run. Should that minimum number not be reached within 25 working days of the course, the course will be cancelled and any payments returned to participants. If the minimum number is met within 25 working days and a course participant cancels within the 25 working days of the course date, the participant will be liable for 100% of the course fee. In some circumstances the participant can put forward a replacement from their institution within this time frame.

Exam information

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

Duration

Three days

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