Course Type: Course Only or Course with Exam where applicable.

Exams also include an e-certificate, if you would like a physical copy, you will need to pay an additional fee to the exam board

To purchase Course Manual you may visit  The Stationery Office(TSO) or APMG Business Books or any other stockists – https://www.tsoshop.co.uk/AXELOS-Global-Best-Practice/

and APMG Business Books – https://www.apmg-businessbooks.com/

Course Syllabus

Session 1 – Overview of ITIL & Service Management

• Objectives of course
• What is Service Management?
• What are services?
• Early history of ITIL and the future of ITIL?
• ITIL examination bodies
• Complimentary standards and publications
• Why is good practice needed?
• Benchmarking
• Overview of the ITIL Service Lifecycle stages
• Functions, processes and roles explained
• Topic quiz

Session 2 – Service Strategy

• Session objectives including an overview and introduction to Service Strategy
• Key concepts within Service Strategy
• The Service Portfolio and the Service Catalogue
• Topic quiz
• Service Strategy processes
• Components of value and value creation
• Service Portfolio management process and roles
• Demand management process and roles
• Generic roles, Service Owner, Process Owner, Process Manager, Process Practitioner, Product Manager and the Business Relationship Manager role

Session 3 – Service Design

• Overview of Service Design
• Topic quiz
• Supplier and Service Level management
• Service Catalogue management
• Availability management
• Information Security management
• Capacity management
• IT Service Continuity management
• Design coordination

Session 4 – Service Transition

• Overview of the Service Transition stage of the Service Lifecycle
• Topic quiz
• Service Transition processes
• Roles involved with Service Transition activities
• Session summary

Session 5 – Service Operation

• Overview of the Service Operation stage of the Service Lifecycle
• Topic quiz
• Incident management process, problem management, event management, request fulfillment, access management methods, activities and tools, generic process activities
• Service desk and other functions
• Session summary

Session 6 – Contin ual Service Improvement

• Overview of the Continual Service Improvement stage of the Service Lifecycle
• CSI tools and techniques including the Deming cycle, CSI model and the CSI register
• 7 Step Improvement process model
• Roles involved in CSI
• Session summary

Session 7 – Technology & Archite cture

• Objectives for use of technology and tools
• Tool evaluation and tool selection process considerations
• Tools and technology across the Service lifecycle stages
• Session summary

Session 8 – ITIL qualification scheme & exam technique

Session 9 – Exam simulator

What's Included

• 12 months online access to the accredited ITIL Foundation course
• Full tutor support plus many additional materials to help put ITIL into practice
• ITIL Foundation mock exam revision tool
• ITIL Process Map
• Online exam with remote invigilation

*Reference to Exam only applies if you have purchased Exam in addition to the course, as Exam is not included by default for courses except expressly mentioned e.g. Classroom based practitioner courses or if a Blended learning package includes exam.For all other courses you need to purchase the Exam option or apply to the Certification body if applicable.

Target Audience

Anyone who requires a basic understanding of the ITIL Framework and how it may be used to enhance the quality of IT Service Management within an organisation.

IT Professionals that are working within an organisation that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement programme.