It is the most widely accepted approach to IT service management in the world. ITIL provides a cohesive set of best practice, drawn from the public and private sectors internationally.

This Foundation course is designed to enable delegates to understand the disciplines and processes that help service management staff to deliver and support quality products and services. During the course, delegates will gain knowledge of the internationally recognized best practice terminology, structure, basic concepts and the core principles of ITIL® V3 practices for Service Management.

Service Design

• Service Catalogue Management
• Service Level Management
• Supplier Management
• Capacity Management
• Availability Management
• IT Service Continuity Management
• Information Security Management

Service Operation

• Event Management
• Incident Management
• Problem Management
• Request Fulfillment
• Access Management
• Functions:
• Service Desk
• Application Management
• Technology Management
• Operations Management

Service Transition

• Transition Planing & Support
• Service Asset and Configuration Management
• Service Validation and Testing
• Evaluation
• Release and Deployment Management
• Change Management
• Knowledge Management

Service Strategy

• Strategy Generation
• Service Portfolio Management
• IT Financial Management
• Demand Management

Continual Service Improvement (CSI)

• Service Level Management
• Service Measurement and Reporting
• Continual Service Improvement

This course would benefit in particular:

• Individuals who require a basic Understanding of the ITIL® V3 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® V3 who Need to be informed about and Thereafter contribute to an ongoing Service improvement programme.
• It will also benefit:
• It will also benefit:
• IT Service Providers
• IT Directors and Managers
• CIO’s
• Business Managers
• Service Management Consultants And Contractors · Service Support Engineers · Technical Support Engineers
• Business Process Owners

• Microsoft
• HP
• IBM
• Shell
• Vodafone
• AT&T
• Oracle
• Procter & GambleSUN
• British Telecom
• Caterpillar
• DHL
• Fujitsu
• Alcatel
• Canon and many more..