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ITIL® Foundation

Course Description

This course provides IT Managers and Practitioners with a practical understanding of IT Service Management, the underpinning core ITIL® Service Delivery and Service Support Processes and implementation guidance. It describes a set of processes involved in developing an IT framework and features both lecture and interactive hands-on learning experience throughout the course. This results in a thorough grounding in the basic theory of ITSM, which can be used to take the Foundation Certificate in IT Service Management, or to participate in ITSM projects at any level. The ITIL® Foundations Certification Exam is administered at the end of the course.

Course Outline

  • Introduction to ITSM/ ITIL
  • Configuration Management - with Exercise
  • Service Desk
  • Incident Management
  • Problem Management
  • Change Management - with Case Study
  • Release Management
  • Service Level Management - with Exercise
  • Availability Management - with Case Study
  • Capacity Management - with Case Study
  • IT Service Continuity Management
  • Security Management
  • Financial Management
  • Wrap Up / Review of Sample Exam
  • Exam Preparation Module
  • ITIL Foundation Exam

Target Group

  • * IT Management,
  • * Business Unit Managers,
  • * IT Services Managers,
  • * Supplier Managers,
  • * Consultants and
  • * Those responsible for the support and implementation of Information Technology will benefit from this course.


Course Duration

 3 Days



 Familiarity with IT Services is recommended.

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