ITIL is based on the collective experience of governmental and commercial practitioners worldwide. This has been distilled into a reliable and consistent coherent approach. ITIL is becoming the de facto standard used by some of the world's leading businesses to IT deliver services ITIL (IT infrastructure Library) is the most widely accepted approach to IT service management in the world, ITIL provides a consistent and comprehensive set of best practices for IT service management delivery, promoting a quality approach to achieving business effectiveness and efficiency in the use of information systems. This ITIL Foundation course introduces the concept of ITIL and a framework for identifying and correlating the various objectives, definitions, activities, key performance indicators benefits and process relationships involved in improving IT services to the user community.

ITIL Foundation is the first level of certification. The purpose is to establish a basic and well founded understanding of ITIL and a consistent view preparing the student for ITIL implementation in all ten of the following processes.

Course Objectives

1. To introduce service management best practices as found in ITIL
2. Be aware of the implications in implementing one or more of the best practices.
3. Increase the student's ability to achieve ITIL Foundation Certification
4. Identify and understand the 10 ITIL processes and ITIL Service Desk function.

Benefits

1. More effective IT service support and delivery leading to increased customer/user and staff satisfaction.

2. Improved team work within the IT delivery organization.

3. ITIL foundation level certification

Duration

The ITIL Foundation is a three-day course (with a one hour certification on the last afternoon) delivered for up to 20 students per session.This course includes handouts, an itSMF pocket guide, and an effective and colourful double-sided summary of illustrations showing the processes and ITIL data structures, called "ITIL at a Glance".

*ITIL is a registered trademark of OGC, the UK's Office for Government Commerce

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