Course Outcomes
Expected learning outcomes
The purpose of the ITIL® Foundation certificate in IT Service Management 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 covers the five core volumes which provide an end-to-end view of IT and its integration with business strategy. Those five core volumes are:
- Service Strategy: provides guidance on how to design, develop, and implement service management. It ensures that the overall business aims and strategy is supported by the IT organisations aims and strategy.
- Service Design:provides guidance on the design of new or changed services for introduction into the live environment.
- Service Transition:provides guidance on managing change along with risk and quality whilst ensuring IT Operations can manage those changes within the context of the ICT Infrastructure.
- Service Operation: provides guidance on the day to day management of the ICT Infrastructure. It is also contributes to the Service Management Lifecycle for carrying out those processes which contribute to the optimisation of the services provided.
- Continual Service Improvement: looks at the Service Management Lifecycle. It identifies opportunities for improvements in the efficiency, effectiveness of the processes and optimisation of the costs associated with service provision.
Curriculum
Course modules and outline
Service Management Lifecycle
- Principles of Service Management
- The Processes
- The ITIL Service Lifecycle
Service Strategy
- Introduction to Service Strategy
- Key Concepts of Service Strategy
- Service Strategy Processes
- Demand Management
- Service Portfolio Management
- Financial Management
- Business Relationship Management
Service Design
- Introduction to Service Design
- Key Concepts of Service Design
- Service Design Processes
- Service Catalogue Management
- Service Level Management
- Supplier Management
- Capacity Management
- Availability Management
- IT Service Continuity Management
- Information Security Management
- Design Co-ordination
Service Transition
- Introduction to Service Transition
- Key Principles & Models of Service Transition
- Service Transition Processes
- Transition, Planning, and Support
- Change Management
- Service Asset and Configuration Management
- Release and Deployment Management
- Knowledge Management
Service Operations
- Introduction to Service Operations
- Service Operations Processes
- Event Management
- Problem Management
- Request Fulfillment
- Access Management
- Service Operations Functions
Continual Service Improvement
- Introduction to Continual Service Improvement
- Key Principles and Models of Continual Service Improvement
Target Audience
Who should attend?
- IT Managers
- Delivery Managers
- ITSM professionals
- IT support professionals
Why Attend
Key course benefits
Practical capacity building approach
Designed for government, NGOs and public institutions
Real-world African case studies
Certificate of completion
Applicable tools and templates
Interactive facilitation and exercises
Course Enquiry
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