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ITIL® Foundation
The Knowledge Academy Materials and trainers
The Knowledge Academy ITIL® course materials and trainers are accredited by APM Group Ltd. ensuring that delegates receive a consistently high standard of training. The Knowledge Academy course materials are regularly assessed and maintained in line with stringent standards administered by APM Group Ltd. The Knowledge Academy trainers are regularly assessed by The Knowledge Academy and AMP Group Ltd. to ensure that their knowledge of Service Desk Management and ITIL® are strong enough to deliver training that helps delegates extract maximum benefit from attending our courses.
Pre Reading Material
None, although a link to the ITIL V3 Pocket Book will be sent with the candidate’s course joining instructions.
APMG Foundation examination
A 40 question multiple choice examination with a pass mark of 26 out of 40 or 65%.
The V3 Foundation Certificate in IT Service Management is a pre-requisite for the further training in ITIL Version 3 that leads to the ITIL Expert in IT Service Management.
Course Structure
The ITIL Foundation course is 3 days of presentations, exercises and discussions about ITIL V3 Foundation best practice framework. ITIL® is a non-proprietary approach for managing IT services, developed in the 1980s by the Office of Government Commerce (OGC) in the United Kingdom. In 2007 the ITIL framework was redesigned from a process-led approach to a service lifecycle approach comprising the ITIL V3 five core volumes: Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement
ITIL V3 Foundation provides a general overview of the IT Service Management Lifecycle and its supporting processes, functions and roles.
Course Content
Candidates can expect to gain knowledge and understanding in the following:
o Service Management as a Practice
o Efficient development of new services and the improvement of existing services
o Good practice
o Functions, Roles and Processes
o Service Strategy: overall business aims and expectations
o Types of Service Provision
o Service Portfolio Management
o Financial Management
o Demand Management
o Business case
o Service Design: developing a solution to meet the needs of the business
o Service Catalogue Management
o Supplier Management
o Service Level Management
o Availability Management
o Capacity Management
o IT Service Continuity Management
o Information Security Management
o Service Transition: implementing service designs so that service operations can manage the services
o Service Asset and Configuration Management
o Change Management
o Knowledge Management
o Release and Deployment Management
o Service Operation: day to day, business as usual activities
o Incident Management
o Problem Management
o Request Fulfillment
o Event Management
o Access Management
o Functions: Service Desk, Technical Management, Operations Management and Applications Management
o Continual Service Improvement: how to improve the cost effectiveness and efficiency of service provision
o CSI Model
o Deming Cycle
Book Now/Enquire
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Nottingham
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Reading Atlantic House
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Newcastle Rotterdam House
Milton Keynes Fairbourne Drive
Norwich Stannard Place
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Dublin Alexandra House
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Cambridge Vision Park
Southampton Airport
Cardiff Gate Business Park
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