ITIL 2011 Foundation (blended learning)

ITIL® is recognised internationally as the best practice approach to IT Service Management aligning the provision of IT Services with the needs of the business. It is used globally by thousands of organisations throughout the private and public sectors to improve the way in which they implement and manage IT Services.

ITIL 2011 Foundation is an introduction to the ITIL framework used by IT Service Management professionals and leads to the Foundation Certificate in IT Service Management.

The blended learning approach is particularly attractive for organisations and delegates who need to reduce the time out of the office and need to study more flexibly. The benefit of having the classroom day allows tutor contact to assist with explaining practical real world examples and additional exam help. This results in an improved understanding of ITIL and IT Service Management plus a higher successful exam pass rate.

To find when the next course is running in your area, please contact us on 0845 467 7029.

Audience: Who is the course for?

• IT Managers and Staff
• Project Managers
• User Managers
• Other team members involved in IT Service Management
• Those wishing to achieve the ITIL Foundation certification

Course duration:

It is recommended that each delegate completes 18 hours of self-study via the e-learning system before the day of classroom training. This is a guide however as the course is designed to be self-paced and many delegates will need less time than this, some will need more. Delegates are typically given access to the self-study course three weeks before the classroom and exam day, however this can be adapted as required.

The exam takes place in the afternoon of the classroom training day.

Benefits to the individual:

• Recognised professional qualification
• Understand ITIL and how it can be used to enhance individual effectiveness in the workplace
• Confidence and knowledge to contribute to an on-going service improvement programme
• Helps individuals to improve the quality of IT service management within organisations
• Pre-requisite for higher levels of ITIL study

Benefits to the business:

• The adoption of proven best practice processes results in improved IT services and increased productivity throughout the business
• Improved customer satisfaction and less down time through quicker fixes
• Better process management leads to increased efficiency and reduced costs
• The framework is flexible, scalable, and systematic and can be used within different organisations irrespective of size or industry

Pre-requisites:

There are no pre-requisites although a general level of IT literacy and experience in IT and/or liaising between IT and the business is expected. Delegates are required to have completed the online training component before the classroom training day.

Course outline:

Using the latest interactive e-learning technology, the blended learning approach allows the majority of study to fit around the individual's other responsibilities and the business' other needs. It is suggested that delegates spend approximately 18 hours of online self-study before the one day of classroom training. However as the course is designed to be self-paced many delegates will find they require less time than this.

A blended learning approach offers the following benefits:

• Interactive
• Self-paced
• Accessible 24/7
• Access to accredited tutor via email
• Questions along the way to check your understanding

Having completed the course, delegates will have:

• Gained an appreciation of the importance of Service Management to IT and the business
• Understood how ITIL can be used to enhance the quality of IT service management within an organisation
• Comprehend and have an awareness of key areas of the 5 ITIL core books (Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement)

Via the e-learning component and the one day of classroom training, the following topics are covered.

An Introduction to IT Service Management

• What is "Service Management"
• Understanding customer requirements

Service Lifecycle

• The objectives and business value of each phase in the lifecycle

Service Strategy

• Purpose, objectives and scope of Service Strategy
• Value to the business
• Value creation through services
• Purpose, objectives and scope for Service Portfolio Management, Financial Management and Business Relationship Management

Service Design

• Purpose, Objectives and Scope
• Value to the business
• People, Processes, Products and Partners
• The five major aspects of Service Design (designing Service Solutions, Service management system and tools, Management and technology architectures, Processes, Measurement systems, methods and metrics)
• Service Design Processes (including Service Level Management, Availability Management, Capacity Management, IT Service Continuity Management)

Service Transition

• Purpose, objectives and scope
• Value to the business
• Service Transition Processes (Transition Planning & Support, Change Management, Knowledge Management, Service Asset & Configuration Management and Release & Deployment Management

Service Operation

• Purpose, Objectives and Scope of Service Operation
• Value to the business
• Service Operation Processes (Incident Management, Problem Management, Event Management, Request Fulfillment and Access Management)
• Service Desk function (role, objectives and organisational structures)
• Roles and objectives of Technical Management, Application Management, IT Operations Management (IT Operations Control and Facilities Management)

Continual Service Improvement

• Main purpose, objectives and scope of CSI
• Value to the Business
• The CSI approach
• The Deming Cycle
• The 7-step Improvement Model
• The role of measurement (baselines and types of metrics)
• CSFs and KPIs

Technology and Architecture

• Review of the generic requirements for an integrated set of Service Management Technology

Classroom Day:

During the classroom day a high level overview of ITIL is covered allowing further questions and queries relating to course content. The tutor will also use this time to further highlight the real world uses of ITIL and discuss some examples adding further benefit to the content covered by the online course alone. There will be opportunity for further exam practice before taking the exam during the afternoon.

Exam details:

A one hour exam is taken in the afternoon of the classroom training day. It is necessary to pass this exam in order to proceed to the higher levels of ITIL. The exam consists of 40 multiple choice questions and the pass mark is 65%. This is a closed book exam i.e. entrants may not refer to any course materials or their own notes. Delegates who pass the exam will be awarded the Foundation Certificate in IT Service Management.