As business needs change, so do the demands on IT. The challenge: to meet new and growing requirements for IT Services.

In the spring of 2007, a long-awaited update to the best practice guidance of the IT Infrastructure Library™ was released.

Known as ITIL® Version 3 (v3), the books are framed around the Service Lifecycle, taking a holistic approach to managing services and delivering business value. ITIL® v3 places particular emphasis on Continual Service Improvement.

Key Learning Objectives

Attendance on this course will enable participants to:

• Understand the key principles and terminology used within ITIL version 3
• Understand why ITIL become so important today
• Describe the key IT Service Management processes, roles and responsibilities and the interfaces between them
• Explain the key benefits of an IT Service Management based approach to Service Management
• Describe some of the practical issues and costs associated with an IT Service Management implementation
• Pass the v3 Foundation Certificate examination

Who will benefit from this course?

• This course is suitable for all levels of IT Staff.
• It is a non-technical course and is suitable for non-IT staff whose Effectiveness would be enhanced by a greater awareness and understanding of best practices in IT service management.
• It is especially beneficial for those individuals who have responsibility for designing and / or implementing Best Practice solutions for IT Service Management.
• This course is suited for anyone who wishes to develop his or her career by attaining a formal qualification in IT Service Management (and who might wish to go on and study for higher level qualifications in this field).

Examination & Qualification

• The examination board is EXIN
• The qualification gained is the internationally recognized EXIN Foundation Certificate in ITIL
• The examination is a one-hour 40 question multiple examination (65%required to pass)

• 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 program. This may include but is not limited to, IT professionals