ITIL® V3 Foundation Certificate in IT Service Management — A 3-Day 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.
There are currently some special offers for this course. To find out more, take a look at our Special Offers page.
Publicly scheduled dates, locations, and prices
London — £895 (+VAT)
- 2–4 Aug 2010
- 9–11 Aug 2010
- 11–13 Aug 2010
- 16–18 Aug 2010
- 23–25 Aug 2010
- 25–27 Aug 2010
- 31 Aug–2 Sep 2010
- 1–3 Sep 2010
- 6–8 Sep 2010
- 8–10 Sep 2010
- 13–15 Sep 2010
- 20–22 Sep 2010
- 21–23 Sep 2010
- 22–24 Sep 2010
- 27–29 Sep 2010
- 29 Sep–1 Oct 2010
- 4–6 Oct 2010
- 11–13 Oct 2010
- 13–15 Oct 2010
- 18–20 Oct 2010
- 25–27 Oct 2010
- 27–29 Oct 2010
- 1–3 Nov 2010
- 3–5 Nov 2010
- 8–10 Nov 2010
- 10–12 Nov 2010
- 15–17 Nov 2010
- 17–19 Nov 2010
- 22–24 Nov 2010
- 24–26 Nov 2010
- 29 Nov–1 Dec 2010
- 1–3 Dec 2010
- 6–8 Dec 2010
- 13–15 Dec 2010
- 15–17 Dec 2010
- 20–22 Dec 2010
- 5–7 Jan 2011
- 10–12 Jan 2011
- 12–14 Jan 2011
- 17–19 Jan 2011
- 19–21 Jan 2011
- 24–26 Jan 2011
- 26–28 Jan 2011
- 31 Jan–2 Feb 2011
- 2–4 Feb 2011
- 7–9 Feb 2011
- 9–11 Feb 2011
- 14–16 Feb 2011
- 21–23 Feb 2011
- 23–25 Feb 2011
- 28 Feb–2 Mar 2011
- 2–4 Mar 2011
- 7–9 Mar 2011
- 9–11 Mar 2011
- 14–16 Mar 2011
- 16–18 Mar 2011
- 21–23 Mar 2011
- 23–25 Mar 2011
- 28–30 Mar 2011
- 30 Mar–1 Apr 2011
- 4–6 Apr 2011
- 27–29 Apr 2011
Bournemouth — £895 (+VAT)
- 6–8 Sep 2010
- 8–10 Nov 2010
Exeter — £895 (+VAT)
- 4–6 Oct 2010
- 30 Nov–2 Dec 2010
Maidstone — £895 (+VAT)
- 9–11 Aug 2010
- 13–15 Sep 2010
- 11–13 Oct 2010
- 22–24 Nov 2010
Wokingham — £895 (+VAT)
- 16–18 Aug 2010
- 13–15 Sep 2010
- 18–20 Oct 2010
- 10–12 Nov 2010
- 13–15 Dec 2010
- 19–21 Jan 2011
- 9–11 Feb 2011
- 23–25 Mar 2011
Bracknell — £895 (+VAT)
- 23–25 Aug 2010
- 11–13 Oct 2010
- 22–24 Nov 2010
- 31 Jan–2 Feb 2011
- 21–23 Mar 2011
Reading — £895 (+VAT)
- 4–6 Aug 2010
- 13–15 Sep 2010
- 6–8 Oct 2010
- 10–12 Nov 2010
- 15–17 Dec 2010
Bristol — £895 (+VAT)
- 25–27 Aug 2010
- 1–3 Sep 2010
- 27–29 Sep 2010
- 25–27 Oct 2010
- 17–19 Nov 2010
- 29 Nov–1 Dec 2010
- 17–19 Jan 2011
Cardiff — £895 (+VAT)
- 9–11 Aug 2010
- 13–15 Sep 2010
- 15–17 Nov 2010
- 7–9 Mar 2011
Swindon — £895 (+VAT)
- 9–11 Aug 2010
- 23–25 Aug 2010
- 13–15 Sep 2010
- 11–13 Oct 2010
- 8–10 Nov 2010
- 6–8 Dec 2010
- 19–21 Jan 2011
- 16–18 Feb 2011
Basildon, Essex — £895 (+VAT)
- 26–28 Oct 2010
- 15–17 Dec 2010
Milton Keynes — £895 (+VAT)
- 4–6 Aug 2010
- 1–3 Sep 2010
- 11–13 Oct 2010
- 10–12 Nov 2010
- 1–3 Dec 2010
- 26–28 Jan 2011
- 27 Feb–1 Mar 2011
Cambridge — £895 (+VAT)
- 1–3 Sep 2010
- 22–24 Nov 2010
Warwick — £895 (+VAT)
- 2–4 Aug 2010
- 16–18 Aug 2010
- 6–8 Sep 2010
- 4–6 Oct 2010
- 18–20 Oct 2010
- 15–17 Nov 2010
- 29 Nov–1 Dec 2010
- 6–8 Dec 2010
- 5–7 Jan 2011
- 14–16 Feb 2011
- 7–9 Mar 2011
- 21–23 Mar 2011
- 4–6 Apr 2011
- 27–29 Apr 2011
Coventry — £895 (+VAT)
- 21–23 Sep 2010
- 8–10 Nov 2010
- 20–22 Dec 2010
- 2–4 Feb 2011
- 16–18 Mar 2011
Birmingham — £895 (+VAT)
- 25–27 Aug 2010
- 15–17 Sep 2010
- 27–29 Sep 2010
- 18–20 Oct 2010
- 25–27 Oct 2010
- 27–29 Oct 2010
- 15–17 Nov 2010
- 29 Nov–1 Dec 2010
- 8–10 Dec 2010
- 17–19 Jan 2011
Peterborough — £895 (+VAT)
- 13–15 Sep 2010
- 13–15 Dec 2010
- 14–16 Feb 2011
Leicester — £895 (+VAT)
- 1–3 Sep 2010
- 22–24 Sep 2010
- 24–26 Nov 2010
- 12–14 Jan 2011
Telford — £895 (+VAT)
- 6–8 Sep 2010
Derby — £895 (+VAT)
- 9–11 Aug 2010
- 8–10 Nov 2010
- 10–12 Jan 2011
- 11–13 Apr 2011
Nottingham — £895 (+VAT)
- 1–3 Sep 2010
- 27–29 Sep 2010
- 25–27 Oct 2010
- 22–24 Nov 2010
Chesterfield — £895 (+VAT)
- 22–24 Sep 2010
- 15–17 Dec 2010
Sheffield — £895 (+VAT)
- 27–29 Sep 2010
- 18–20 Oct 2010
- 8–10 Nov 2010
- 6–8 Dec 2010
Liverpool — £895 (+VAT)
- 1–3 Sep 2010
- 29 Nov–1 Dec 2010
Manchester — £895 (+VAT)
- 4–6 Aug 2010
- 9–11 Aug 2010
- 11–13 Aug 2010
- 16–18 Aug 2010
- 23–25 Aug 2010
- 24–26 Aug 2010
- 25–27 Aug 2010
- 6–8 Sep 2010
- 13–15 Sep 2010
- 15–17 Sep 2010
- 22–24 Sep 2010
- 29 Sep–1 Oct 2010
- 4–6 Oct 2010
- 11–13 Oct 2010
- 18–20 Oct 2010
- 20–22 Oct 2010
- 27–29 Oct 2010
- 1–3 Nov 2010
- 8–10 Nov 2010
- 15–17 Nov 2010
- 17–19 Nov 2010
- 24–26 Nov 2010
- 29 Nov–1 Dec 2010
- 6–8 Dec 2010
- 13–15 Dec 2010
- 15–17 Dec 2010
- 5–7 Jan 2011
- 12–14 Jan 2011
- 19–21 Jan 2011
- 7–9 Feb 2011
- 14–16 Feb 2011
- 21–23 Feb 2011
- 2–4 Mar 2011
- 9–11 Mar 2011
- 16–18 Mar 2011
- 23–25 Mar 2011
Preston — £895 (+VAT)
- 16–18 Aug 2010
- 11–13 Oct 2010
- 13–15 Dec 2010
Leeds — £895 (+VAT)
- 4–6 Aug 2010
- 11–13 Aug 2010
- 16–18 Aug 2010
- 18–20 Aug 2010
- 1–3 Sep 2010
- 13–15 Sep 2010
- 20–22 Sep 2010
- 22–24 Sep 2010
- 29 Sep–1 Oct 2010
- 11–13 Oct 2010
- 18–20 Oct 2010
- 20–22 Oct 2010
- 27–29 Oct 2010
- 1–3 Nov 2010
- 8–10 Nov 2010
- 15–17 Nov 2010
- 24–26 Nov 2010
- 6–8 Dec 2010
- 8–10 Dec 2010
- 13–15 Dec 2010
- 15–17 Dec 2010
- 20–22 Dec 2010
- 5–7 Jan 2011
- 12–14 Jan 2011
- 26–28 Jan 2011
- 2–4 Feb 2011
- 7–9 Feb 2011
- 21–23 Feb 2011
- 7–9 Mar 2011
- 9–11 Mar 2011
- 14–16 Mar 2011
- 23–25 Mar 2011
- 18–20 Apr 2011
Sunderland — £895 (+VAT)
- 4–6 Aug 2010
- 8–10 Sep 2010
- 1–3 Nov 2010
- 13–15 Dec 2010
- 17–19 Jan 2011
Edinburgh — £895 (+VAT)
- 27–29 Sep 2010
- 20–22 Oct 2010
- 24–26 Nov 2010
Glasgow — £895 (+VAT)
- 2–4 Aug 2010
- 16–18 Aug 2010
- 31 Aug–2 Sep 2010
- 13–15 Sep 2010
- 28–30 Sep 2010
- 18–20 Oct 2010
- 20–22 Oct 2010
- 3–5 Nov 2010
- 15–17 Nov 2010
- 8–10 Dec 2010
- 13–15 Dec 2010
- 20–22 Dec 2010
- 5–7 Jan 2011
Aberdeen — £895 (+VAT)
- 8–10 Sep 2010
- 15–17 Dec 2010
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
There are currently some special offers for this course. To find out more, take a look at our Special Offers page.
