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  • ITIL | Foundation and Practitioner 5 Day

ITIL® | Foundation & Practitioner | (5 Day)

£0.00

Quick Overview

The course is designed for IT Managers or Practitioners involved in the strategy, design, implementation and ongoing delivery of business used IT services, as well as individuals requiring an insight into Service Management best practice.

Download Foundation Course Outline
Download Practitioner Course Outline

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Details

This is a 5 Day course and includes the 3 Day ITIL® Foundation as well as the 2 Day ITIL® Pracctitioner course

Day 1 - Day 3: ITIL® Foundation

The ITIL®V3 Foundation Certificate in IT Service Management three day course provides comprehensive first level training for anyone involved in provision, support, and delivery of IT Services.


What Are The Course Objectives?

The key objectives of this course are:

    Course Focus

  • Service Management as a practice
  • The concept of good practice
  • The concept of a service & Service Management
  • Define processes, roles and functions

    Service Design

  • Importance of people, processes, products & partners
  • Understand the five major aspects of Service Design
  • Understand the different sourcing approaches
  • Overview of the 7 Service Design processes

    The Service Lifecycle

  • Understand the Service Lifecycle and its key concepts
  • Understand the business value of the phases

    Service Transition

  • Explain the Service V model
  • Overview of Service Transition processes

    Key concepts and definitions

  • Understanding the key terminology, the key concepts of Service Management, key principles and models

    Roles

  • Process owner; Service Owner; RACI model in determining organisational structure

    Service Strategy

  • What is Service Strategy?
  • Understand the goals & objectives of Service Strategy
  • Understand the 4 main activities of Service Strategy
  • Basic overview of value creation through services
  • Overview 3 Service Strategy processes

    Service Operation

  • IT Service versus technology components
  • Quality of Service versus cost of service
  • Reactive versus proactive
  • Overview of the Service Transition processes
  • Objectives of Continual Service Improvement
  • The 7 step improvement process

    Functions

  • The Service Desk; Technical Management
  • Application Mgmt; IT Operations Mgmt

    Service Transition

  • Requirements for an integrated set of Service Management technology
  • How Service automation assists with integrated processes

What examinations are taken on the course?

ITIL® Foundation Exam: 1 hour, closed book, 40 multiple choice questions

This two day practical course is designed to show you how to adopt and adapt the ITIL service management framework so you can make beneficial change within your organisation. The qualification is worth three credits towards your ITIL Expert qualification and is available on our SPOCE open public schedule, or can be held at your own premises.

What Are The Course Objectives?

Four key areas are covered which are crucial for success: Organisational change management, communication, measurement and metrics, all applied within the CSI approach. The course aims to:

    Course Focus

  • Demonstrate and provide practical examples in how to adopt and adapt the ITIL framework within your organisation
  • How to improve your services, service provision and your own work and working environment
  • The course structure follows the CSI approach in addressing guiding principles and key areas crucial to your initiatives
  • Preparation for the ITIL Practitioner examination itself


Day 4 - Day 5 : ITIL® Practitioner

What does the ITIL Practitioner course cover?

This two day course covers the ITIL Practitioner syllabus, including the following topics:

1. Understanding and using the nine guiding principles of service management in your real-world environment.

2. Using the continual service approach (CSI) to:

  • - Identify where improvement could be needed
  • - Gain sponsorship and stakeholder buy in to proposed improvements
  • - Ensure improvements are actually delivered and maintained

3. Appreciating that making an improvement is making a change and that the organisation has to be managed and motivated to take the change (the improvement) on board and embed it into normal practice.

Practical Work - The course provides and uses a 'toolkit' for delegates to use when considering and addressing improvements in any aspect of any area within any organisation.

Specially written scenarios and comprehensive sets of related tasks help provide a practical application of the method.

What examinations are taken on the course?

ITIL® Practitioner Exam: The 2 hour, 15 minute Practitioner Exam is held on the final day at 3.15pm. There are 40 multiple choice questions mostly based on a case study provided at the start of the examination. Exam papers are marked by the Exam body and results are usually available within 3-4 weeks.

Additional Information

Lunch Included: Yes (Except London Venues)
Refreshments Included: Yes
Reviews.co.uk Master ITIL/5D-FoundPract

SPOCE delivers accredited training courses across the country. The following is a list of SPOCE's training venues. Residential accommodation (A) can be arranged at our Bournemouth venue. Refreshments (R) are provided at all venues. Lunch (L) is also provided at all venues except London.

Birmingham (L,R) - Hallmark Hotel - Strathallan, 225 Hagley Road, Edgbaston, Birmingham, West Midlands, B16 9RY

Bournemouth (A,L,R) - Hallmark Hotel - West Cliff, Durley Chine Road, Bournemouth, Dorset, BH2 5JS

Brighton (L,R) - Holiday Inn Brighton Seafront, 137 King’s Road, Brighton, B1 2JF

Bristol (L,R) - No. 4 Clifton Village, The Rodney hotel, 4 Rodney Place, Bristol, BS8 4HY

Cardiff (L,R) - Jurys Inn Cardiff, Park Place, Cardiff, CF10 3DN

Canterbury (L,R) - Best Western Abbots Barton Hotel, 36 New Dover Road, Canterbury, Kent, CT1 3DU

Coventry (L,R) - The Welcome Centre, 47 Parkside, Coventry CV1 2HG

Exeter (L,R) - Gipsy Hill Hotel, Gipsy Hill Lane, Exeter EX1 3RN

Fleet (L,R) - GBS Corporate, Ancells Business Park, Oakmere, Barley Way, Fleet, Hampshire GU51 2UT

Leeds (L,R) - Jurys Inn, Brewery Place, Brewery Wharf, Leeds, West Yorkshire LS10 1NE

Leicester (L,R) - Devonshire Place, 78 London Rd, Leicester LE2 0RA

Liverpool (L,R) - Jurys Inn, 31 Keel Wharf, Liverpool, L3 4FN

London (R) - SPOCE, 2nd Floor, New London House, 6 London Street, London, EC3R 7LP

Manchester (L,R) - Cheadle House, Royal Crescent, Cheadle, Stockport, SK8 3FS

Milton Keynes (L,R) - Hotel Novotel Milton Keynes, Saxon St, Heelands, Milton Keynes MK13 7RA

Nottingham (L,R) - Eastwood Hall, Mansfield Road, Eastwood, Nottingham, NG16 3SS

Norwich (L,R) - Mercure Norwich Hotel, 121-131 Boundary Road, Norwich, NR3 2BA

Oxford (L,R) - Oxford Witney Four Pillars, Olney House, Ducklington Lane, Witney, Oxfordshire, OX28 4EX

Portsmouth (L,R) - Best Western Royal Beach Hotel, St Helens Parade, Portsmouth, PO4 0RN

Plymouth (L,R) - Future Inn Plymouth, 1 William Prance Road, Plymouth International Business Park, PL6 5ZD

Reading (L,R) - Best Western Reading Calcot Hotel, Bath Rd, Calcot, Reading RG31 7QN

Sheffield (L,R) - Sheffield Metropolitan Hotel, Blonk Street, Sheffield, S1 2AU

Southampton (L,R) - The Learning Centre, 14 Annealing Close, Eastleigh, Hants, SO50 9PX

Stoke-on-Trent (L,R) - Quality Hotel Stoke, 66 Trinity Street, Hanley, Stoke-On-Trent, ST1 5NB

Swansea (L,R) - Mercure Swansea, Phoenix Way, Swansea, West Glamorgan, SA7 9EG

York (L,R) - Hotel 53, 53 Piccadilly, York YO1 9PL

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