ITIL Foundation Certificate

Qualification:	ITIL Foundation Certificate
Course Code:	TC1119
Nominal Days:	3
Program Area:	ITIL Workshops

OVERVIEW	The ITIL Foundation Certificate Workshop is a 3-day workshop based on the Information Technology Infrastructure Library (ITIL) framework. ITIL, the Information Technology Infrastructure Library, is the most widely accepted IT-process management framework in the world. It has been accepted as the de facto standard for managing IT organisations. ITIL describes the processes required for managing an IT infrastructure efficiently and effectively in order to guarantee the service levels agreed upon by the IT organisation and its customers.
WORKSHOP OBJECTIVE	This workshop is specifically designed for IT practitioners wanting to gain knowledge and accreditation in IT Service Management Best Practice. Participants will learn the essential concepts of ITIL and be equipped with the knowledge to confidently apply its underlying principles. They will also undertake the examination at the conclusion of the workshop
CORE LIFE LIFECYCLE STAGES	This course is based upon the 5 Lifecycle publications which are the core of the IT Infrastructure Library (ITIL). Each Lifecycle outlines the processes and roles required to manage that Lifecycle. These are: The Service Strategy Lifecycle - ensuring that the direction of the IT organisation is consistent with that of its customers The Service Design Lifecycle - Designing services which best meet the needs of the customer The Service Transition Lifecycle - transitioning new services into the live environment The Service Operation Lifecycle - Managing the day to day operations The Continual Service Improvement Lifecycle - ensuring the ongoing quality and relevance of the services
BENEFITS	Using the ITIL framework in an IT organisation provides the following benefits: Establishment of common terminology Consistency in the delivery of services Understanding of the business dependencies which influence IT service delivery A business understanding within the IT organisation
TARGET AUDIENCE	This workshop has been designed for all levels of staff within an IT Service Delivery Organisation: IT Managers Support Team Leaders Service Desk Supervisors Change Managers Service Level Managers Operations Managers Problem Managers
PREREQUISITES	Participants should be working in the areas described above, or be seeking to do so within the near future.
PRE-COURSE WORK	There is currently no pre-course work for this programme.
LEARNING OUTCOMES & FACILITATION	Participants will develop a thorough understanding of the ITIL process model and how all of the processes interrelate. The goal, the activities, the terminology, the application and the benefits will be discussed for each ITIL process. This course is preparation for the Foundation Certificate in IT Service Management. Facilitators of this workshop will use a case study delivery approach to provide participants with a multi-faceted and challenging learning experience.
CERTIFICATION	ITIL Fundamentals Foundation Certificate On the final day of the workshop, participants will undertake the Foundation Certificate Exam (paper-based, multiple choice questionnaire of 40 questions over 60 minutes) as developed by EXIN. ITIL Foundation certification is an internationally recognised accreditation issued by EXIN in the Netherlands. To be awarded the Foundation Certificate in IT Service Management, students must achieve a result of 65% in the exam. A minimum of 2 weeks confirmed notice is required to register and order the EXIN Foundation Examination papers.
21 PROFESSIONAL DEVELOPMENT UNITS (PDUS) AWARDED	PMPartners is a Global PMI (Project Management Institute) Registered Education Provider. Participants who have been awarded the Project Management Professional Certification (PMP®) by the Project Management Institute are eligible to earn 21 PDUs for their participation in this workshop.
DELIVERY	All workshops may be conducted onsite or at our premises, with experienced facilitators providing group and/or individual instruction. Training is provided through hands-on learning, relevant exercises and the provision of a participant handbook. A course reference manual, copies of all slides and the ITSMF ITIL overview publication will be provided for each participant. Our participants are also entitled to complementary telephone consultation/advice within 60 days of workshop completion.
ASSESSMENT	As described above, assessment is undertaken at the conclusion of the workshop.