ITIL Service Management Foundations

Conan Group
South Perth, WA, Australia

Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced
Teacher/Instructor: International consultants and trainers
Term: 2-3 days
Seats: up to 14 pax
Fee: TBC

Course Description:

'' Learn what organisations worldwide are doing to leverage their IT departments to become more aligned with business outcomes - and your team will gain an internationally recognised qualification while doing so.

IT SERVICE MANAGEMENT FOUNDATIONS: A SERVICES FOCUS
This course looks at how IT service management builds on fundamental processes to enable IT organisations to deliver ‘end-to-end�services in a best practice manner. By looking at the underlying processes in your IT department, you will be able to identify opportunities for
improvement in your service delivery.

COURSE PROGRAM
The ITIL Service Management Foundations Course provides a comprehensive overview of ITIL best practice concepts, focusing on the following key areas:

1. Positioning IT Service Management
2. IT Services Culture & Introducing a Customer Focus
3. ITIL and Quality Management
4. ITIL Service Support Processes
- Service Desk
- Configuration Management
- Incident Management
- Problem Management
- Release Management

5. ITIL Service Delivery Processes
- Service Level Mangement
- Financial Management
- Capacity Management
- Availability Management
- IT Service Continuity Management
- Security Management
6. Mock Examination and Review

*V3 available on request

COURSE FORMAT
Designed to be interactive, a series of lectures, group
discussions, participant presentations and role-plays are
incorporated into the course.
These exercises are designed to provide you and your
team the opportunity to learn essential management skills
whilst learning how to implement ITIL processes into your
organisation.

WHO SHOULD ATTEND THIS COURSE:
Past participants have included:
- IT Directors, IT Managers,IT Operations Managers, Data
Centre Managers.
- Network Support Managers, Network Managers, Applications Development Managers, Systems Managers, Helpdesk & Servicedesk Managers.
- Process Managers, IT Project Managers, Program Managers.
- Team members from IT Infrastructure, Operations, Desktop, Systems, Applications.

COURSE ACCREDITATION
On successfully achieving a pass rate from the one-hour
multiple-choice examination, you will be awarded a
Foundations Certificate in IT Service Management. This
certificate is internationally recognised by EXIN and ISEB.

COURSE FACILITATOR
Conan Group is a specialist ITIL service provider who
brought ITIL to prominence in WA in 2000. This provides
you with the peace-of-mind in having a trainer with the
practical knowledge and experience of ITSM and ITIL.
Conan Group trainers are the longest serving ITIL
consultants in Perth and have advised many Australian and
international organisations on the best ways to improve
the quality on their IT service delivery through the use of
IT Service Management and ITIL. ...''

Phone:1300 864 769 / 1300 864 770

School Address:

PO Box 8036

Jobs & Resumes: South Perth
Houses & Roommates: South Perth

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