Inclusive of one exam voucher for ITIL Foundation exam.
The purpose of the ITIL Foundation certificate in IT Service Management is to certify that the candidate has gained knowledge of the ITIL terminology, structure and basic concepts and has comprehended the core principles of ITIL practices for Service Management.
The ITIL Foundation certificate in IT Service Management is not intended to enable the holders of the certificate to apply the ITIL practices for Service Management without further guidance.
Students can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:
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Service Management as a practice
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Service Lifecycle
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Key Principles and Models
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Generic Concepts
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Selected Processes
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Selected Roles
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Selected Functions
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Technology and Architecture
Target Group
The target group of the ITIL Foundation certificate in IT Service Management is drawn from:
Individuals who require a basic understanding of the ITIL framework and how it may be used to enhance the quality of IT service management within an organization. IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement programme. This may include but is not limited to, IT professionals, business managers and business process owners.
Course Agenda
Day 1:
Welcome - introducing trainer and students
Admin and housekeeping matters
ITIL Introduction
Service Management as a Practice
Service Lifecycle
Generic Concepts and Definitions
Day 2:
Key Principles and Models covering Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement
Processes covering Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement
Functions
Day 3:
Roles
Technology and Architecture
Revision
Mock / Trial ExaminationThe actual examination (60 minutes)
Format of the Examination
This course has an accompanying examination at which the candidate must achieve a pass score to gain the ITIL Foundation Certificate in IT Service Management.
Type: Multiple choices, 40 questions
Duration: Maximum 60 minutes.(Candidates sitting the examination in a language other than their native language have a maximum of 75 minutes and are allowed the use of a dictionary)
Supervised: Yes
Open Book: No
Pass Score: 65% (26 out of 40)
Distinction Score: None
Delivery: Online or Paper Based.
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