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Foundation Certificate in IT Service Management - ITILV3 — A 3-Day Course

* Open Public Course* Closed In-House Course

Course Description

This course provides comprehensive first-level training for anyone involved in provision, support, and delivery of IT Services. It is accredited by, and follows the syllabus specified by the APM Group (www.apmgroup.co.uk/).

The ITILV3 Foundation course culminates in an optional one-hour multiple-choice examination for the Foundation Certificate in IT Service Management - Version 3 and is a pre-requisite for the further training in ITIL Version 3 that leads to the ITIL Diploma in IT Service Management.

The ITIL® Framework is a source of good practice in service management. ITIL® is used by organisations world-wide to establish and improve capabilities in service management. Service Management is a set of specialised organisational capabilities for providing value to customers in the form of services. The capabilities take the form of functions and processes for managing services over a lifecycle, with specializations in strategy, design, transition, operation, and continual improvement. The capabilities represent a service organisation's capacity, competency, and confidence for action. The act of transforming resources into valuable services is at the core of service management. Without these capabilities, a service organisation is merely a bundle of resources that by itself has relatively low intrinsic value for customers.

More information can be found at the OGC web-site: www.ogc.gov.uk

Course Objectives

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.

Intended Audience

This course is aimed at all levels of IT professionals, Customers, and Users involved in the provision or receipt of IT Services.

Course Prerequisites

  • Involvement in the provision or receipt of IT Services

Course Delivery

The course is comprised of reading material, lecture sessions, short exercises which reinforce the knowledge gained and practice examinations. Those delegates taking the certificate exam on the final day will need to plan to spend 90-120 minutes each evening on revision and example examination questions.

Publicly scheduled dates, locations, and prices

Central London — £895 (+VAT)

  • 15–17 May 2008
  • 19–21 May 2008
  • 21–23 May 2008
  • 27–29 May 2008
  • 28–30 May 2008
  • 2–4 Jun 2008
  • 5–7 Jun 2008
  • 9–11 Jun 2008
  • 16–18 Jun 2008
  • 18–20 Jun 2008
  • 23–25 Jun 2008
  • 30 Jun–2 Jul 2008
  • 2–4 Jul 2008
  • 9–11 Jul 2008
  • 14–16 Jul 2008
  • 16–18 Jul 2008
  • 23–25 Jul 2008
  • 28–30 Jul 2008
  • 4–6 Aug 2008
  • 6–8 Aug 2008
  • 11–13 Aug 2008
  • 18–20 Aug 2008
  • 27–29 Aug 2008
  • 1–3 Sep 2008
  • 3–5 Sep 2008
  • 8–10 Sep 2008
  • 15–17 Sep 2008
  • 22–24 Sep 2008
  • 24–26 Sep 2008
  • 29 Sep–1 Oct 2008
  • 6–8 Oct 2008
  • 13–15 Oct 2008
  • 20–22 Oct 2008
  • 29–31 Oct 2008
  • 3–5 Nov 2008
  • 10–12 Nov 2008
  • 17–19 Nov 2008
  • 24–26 Nov 2008
  • 26–28 Nov 2008
  • 1–3 Dec 2008
  • 3–5 Dec 2008
  • 8–10 Dec 2008
  • 10–12 Dec 2008
  • 15–17 Dec 2008
  • 17–19 Dec 2008
  • 19–21 Jan 2009
  • 26–28 Jan 2009
  • 2–4 Feb 2009
  • 16–18 Feb 2009
  • 23–25 Feb 2009
  • 9–11 Mar 2009
  • 18–20 Mar 2009
  • 25–27 Mar 2009
  • 6–8 Apr 2009
  • 15–17 Apr 2009
  • 13–15 May 2009
  • 26–28 May 2009

Leeds — £895 (+VAT)

  • 19–21 May 2008
  • 28–30 May 2008
  • 9–11 Jun 2008
  • 23–25 Jun 2008
  • 7–9 Jul 2008
  • 28–30 Jul 2008
  • 4–6 Aug 2008
  • 6–8 Aug 2008
  • 26–28 Aug 2008
  • 27–29 Aug 2008
  • 1–3 Sep 2008
  • 22–24 Sep 2008
  • 29 Sep–1 Oct 2008
  • 13–15 Oct 2008
  • 27–29 Oct 2008
  • 3–5 Nov 2008
  • 17–19 Nov 2008
  • 24–26 Nov 2008
  • 1–3 Dec 2008
  • 15–17 Dec 2008

Manchester — £895 (+VAT)

  • 27–29 May 2008
  • 28–30 May 2008
  • 4–6 Jun 2008
  • 23–25 Jun 2008
  • 25–27 Jun 2008
  • 30 Jun–2 Jul 2008
  • 14–16 Jul 2008
  • 22–24 Jul 2008
  • 4–6 Aug 2008
  • 11–13 Aug 2008
  • 27–29 Aug 2008
  • 16–18 Sep 2008
  • 22–24 Sep 2008
  • 29 Sep–1 Oct 2008
  • 13–15 Oct 2008
  • 3–5 Nov 2008
  • 10–12 Nov 2008
  • 11–13 Nov 2008
  • 8–10 Dec 2008
  • 15–17 Dec 2008
  • 2–4 Feb 2009
  • 6–8 Apr 2009

Leicester — £895 (+VAT)

  • 19–21 May 2008
  • 30 Jun–2 Jul 2008
  • 21–23 Jul 2008
  • 11–13 Aug 2008
  • 15–17 Sep 2008
  • 13–15 Oct 2008
  • 10–12 Nov 2008
  • 15–17 Dec 2008

Milton Keynes — £895 (+VAT)

  • 28–30 May 2008
  • 9–11 Jun 2008
  • 2–4 Jul 2008
  • 15–17 Sep 2008
  • 1–3 Dec 2008
  • 3–5 Mar 2009
  • 12–14 May 2009

Reading — £895 (+VAT)

  • 30 Jun–2 Jul 2008
  • 14–16 Jul 2008
  • 4–6 Aug 2008
  • 22–24 Sep 2008
  • 13–15 Oct 2008
  • 27–29 Oct 2008
  • 3–5 Dec 2008
  • 8–10 Dec 2008
  • 6–8 Apr 2009

Maidenhead — £895 (+VAT)

  • 30 Jun–2 Jul 2008
  • 28–30 Jul 2008
  • 15–17 Sep 2008
  • 27–29 Oct 2008

Birmingham — £895 (+VAT)

  • 18–20 Jun 2008
  • 30 Jun–2 Jul 2008
  • 13–15 Aug 2008
  • 26–28 Aug 2008
  • 8–10 Oct 2008
  • 10–12 Nov 2008
  • 3–5 Dec 2008
  • 14–16 Jan 2009
  • 18–20 Mar 2009
  • 27–29 May 2009

Exeter — £895 (+VAT)

  • 9–11 Jun 2008
  • 16–18 Jul 2008
  • 11–13 Aug 2008
  • 15–17 Sep 2008
  • 17–19 Nov 2008

Bournemouth — £895 (+VAT)

  • 16–18 Jun 2008
  • 27–29 Aug 2008
  • 15–17 Oct 2008

Sunderland — £895 (+VAT)

  • 28–30 May 2008
  • 16–18 Jun 2008
  • 7–9 Jul 2008
  • 4–6 Aug 2008
  • 1–3 Sep 2008
  • 6–8 Oct 2008
  • 3–5 Nov 2008
  • 1–3 Dec 2008
  • 8–10 Dec 2008

Newcastle — £895 (+VAT)

  • 14–16 May 2008
  • 6–8 Aug 2008
  • 12–14 Nov 2008

Bristol — £895 (+VAT)

  • 23–25 Jun 2008
  • 7–9 Jul 2008
  • 21–23 Jul 2008
  • 8–10 Sep 2008
  • 24–26 Sep 2008
  • 15–17 Oct 2008
  • 10–12 Nov 2008
  • 15–17 Dec 2008
  • 7–9 Jan 2009
  • 16–18 Mar 2009
  • 11–13 May 2009

Coventry — £895 (+VAT)

  • 30 Jun–2 Jul 2008
  • 28–30 Jul 2008
  • 1–3 Sep 2008
  • 1–3 Oct 2008
  • 17–19 Nov 2008

Wokingham — £895 (+VAT)

  • 28–30 May 2008
  • 16–18 Jun 2008
  • 7–9 Jul 2008
  • 21–23 Jul 2008
  • 4–6 Aug 2008
  • 18–20 Aug 2008
  • 8–10 Sep 2008
  • 6–8 Oct 2008
  • 3–5 Nov 2008
  • 8–10 Dec 2008

Swindon — £895 (+VAT)

  • 28–30 Jul 2008
  • 20–22 Oct 2008
  • 1–3 Dec 2008
  • 2–4 Feb 2009
  • 20–22 Apr 2009

Edinburgh — £895 (+VAT)

  • 28–30 May 2008
  • 23–25 Jun 2008
  • 9–11 Jul 2008
  • 1–3 Sep 2008
  • 22–24 Sep 2008
  • 6–8 Oct 2008
  • 15–17 Dec 2008
  • 2–4 Mar 2009
  • 11–13 May 2009

Glasgow — £895 (+VAT)

  • 19–21 May 2008
  • 28–30 May 2008
  • 16–18 Jun 2008
  • 17–19 Sep 2008
  • 17–19 Nov 2008
  • 3–5 Dec 2008
  • 11–13 Feb 2009
  • 1–3 Apr 2009

Aberdeen — £895 (+VAT)

  • 11–13 Jun 2008
  • 30 Jul–1 Aug 2008
  • 24–26 Sep 2008

Course Outline

Introduction to and importance of IT Service Management, the Service Lifecycle and best practice

Concept of Service Management

Key Principles and Model of ITSM

Definition of a Service

Definition between Functions, Roles and Processes

The need for a strong service culture

* ITIL® is a Registered Trade Mark and a Registered Community Trade Mark of the Office of Government Commerce and is Registered in the U.S. Patent and Trademark Office.
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ITIL training UK enquiries

UK Training enquiries and feedback form.

ITIL training UK prices

For publicly scheduled training (individual places), see our UK training schedule.

In-house training for company groups is charged at a daily rate per group — see our In-House UK Training Guidelines.

Publicly Scheduled Training Locations

We currently run public training courses in the following locations:

  • London, UK
  • Leeds, West Yorkshire, UK
  • Birmingham, West Midlands, UK
  • Carshalton, Surrey, UK
  • Chester, North West, UK
  • Coventry, West Midlands, UK
  • Edinburgh, Scotland, UK
  • Glasgow, Scotland, UK
  • Harwell, Oxfordshire, UK
  • Manchester, North West, UK
  • Milton Keynes, Buckinghamshire, UK
  • Newark, Nottinghamshire, UK
  • Reading, Berkshire, UK
  • Slough, Berkshire, UK
  • Stevenage, Hertfordshire, UK
  • Wakefield, West Yorkshire, UK
  • Wokingham, Berkshire, UK

Most UK public training courses are available on a monthly basis.

Please see the individual course outlines or our public training schedule for details.

In-house (on-site) training locations

We deliver in-house courses at client premises and/or training facilities in any part of the world which is practically and commercially accessible.

Our In-house training guidelines outline our basic requirements and our UK pricing structure. To estimate costs for training in other countries, simply convert to your local currency and then make a rough calculation of our tutor's costs for travelling to and staying at your location.
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West Yorkshire Office

GBdirect Ltd
Training Division
Bradford Design Exchange
34 Peckover Street
BRADFORD
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training@gbdirect.co.uk

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Finance: +44 (0)1353 615 174

Please call between 0900 and 1700 (UK time) on Monday to Friday

South East Regional Office

GBdirect Ltd
Training Division
18 Lynn Rd
ELY
CB6 1DA
Cambridgeshire
United Kingdom

training@gbdirect.co.uk

Training: 0800 651 0338
General: +44 (0)870 200 7273
Finance: +44 (0)1353 615 174

Please call between 0900 and 1700 (UK time) on Monday to Friday

Please note:
Non-training enquiries should be directed, initially, to our UK national office in Bradford (West Yorkshire), even if the enquiry concerns services delivered in London or South/East England. Clients in London and the South East will typically be handled by staff working in the London or Cambridge areas.