ITIL® Foundation – e-learning

Course Duration is Flexible

£846.00 Plus VAT (per person)

Have more than 2 delegates? Talk to us about our closed group courses.

Delivery Method

Open Public Courses – Virtual Delivery Only  Closed Group Courses – Face To Face and Virtual Delivery

Business Benefit

Wherever there is a customer and a provider, there is a need for service management. With an IT-related service, the Information Technology Infrastructure Library (ITIL) provides a best practice guide to delivering IT services & IT service management. With current pressures on IT budgets and staffing levels, it is essential that the best possible service can be provided which in turn will improve customer satisfaction and retention.

Who Should Attend

This course is a practical workshop, based on the Service Management de facto standard ITIL (IT Infrastructure Library) for IT staff of all levels who are involved in the delivery or support of IT services. The workshop fully prepares participants for the ISEB Foundation Certificate in Service Management.

90 day access to self paced learning

Learning Outcomes

 Articulate the purpose and objectives of Service Management.
 Appreciate the concepts and processes of Service Management: a controlled and disciplined approach to the support and delivery of quality services.
 Identify the costs, benefits and problems of introducing and running Service Management.
 Identify the key elements of the eleven ITIL Service Management disciplines.
 Appreciate the crucial role planning plays in delivering Quality IT services
 Appreciate the crucial role SLAs play in ensuring both the customer and IT supplier understand an organisation’s business and IT requirements.
 Appreciate the ITIL processes and procedures needed to deliver effective, quality IT.
 Monitor and measure in order to quantify successful Service Delivery.

Course Content

90 day access
 Introduction to and reasons for ITIL
 ITIL vocabulary, key terminology and processes
 Inter-dependencies of the ITIL modules
 Justifying ITIL in an organisation
 ITIL and Quality
 Planning for Service Management
 Service Level Management and SLAs
 Understanding, identifying and controlling IT resources
 Effective handling of incidents and problems, speedy restoration of services and resolution of problems
 Understanding the essential role of the Service Desk in delivering quality IT services that delight your customers
 Controlling changes in an organisation and delivering required benefits through controlled release processes
 Capacity planning for IT resources
 Planning for high availability and IT Service Continuity, anticipating large and small service interruptions
 Understanding the financial issues inherent in providing quality IT services
 Improved Management reporting as a result of disciplined data collection
 Examination practice, technique, hints & tips

How to Book

Dates below represent open public courses only. To book this course, please select an available date and click the book now button below to complete the booking. Have two or more people to train – you may consider a closed group course. Contact us on [email protected] to discuss specific date and delivery requirements.

 

Measuring The Success

 

The purpose of your training is learning new skills and/or changing behaviour. We can help you measure this!

To evaluate how successfully the attendees are doing this, delegates can attend a Workplace Implementation session during the skills transfer period. The cost of the session is £595+VAT delivered virtually and lasts for 2.5 hours.

During the Workplace Implementation session the individuals will either on a 1-2-1 basis or as a group discuss the challenges and successes they have experienced during their skills transfer period.
This will include what they are doing differently as a direct result of the training and how this has positively impacted the organisation.
This is an excellent way to encourage the learning, support the skills transfer into the workplace and act as a measure to evaluate the training.

We compile this information into a report so that you have evidence of your return on investment.