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IT Infrastructure Library (ITIL) Level 1 - Foundations |
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Overview
By collecting the best practices from top companies, the CCTA established a best practice process framework called ITIL. All the companies who contributed their best practices then adopted this guide. The best practice framework for service management contains a description on how to organize service management within your organization. This course maps directly to the exam, so students will be ready to write the exam after attending the course.
Certification
The IT Infrastructure Library (ITIL®) is a series of publications giving best practice guidance on the provision of IT services and the accommodation and environmental facilities needed to support IT. ITIL® is supported by a certification structure, administered by the “ITIL® Certification Management Board” (ICMB).
Objectives
The aim of this course is to encourage all employees to participate in the success of their companies by:
• Aligning IT services with the current and future needs of the business and its customers.
• Improving the quality of the IT services delivered.
• Reducing the long term costs of service provisions.
Target audience
• Members of Help Desks, Call Centers or Service Desks.
• Lower to Middle management.
• Employees who support Change Management, Service Level Management, Capacity Management, Availability Management, IT Service Continuity Management, Financial Management for IT Services, Configuration Management and Release Management.
• Anyone who wants to proceed to the Practitioner or Master Levels.
Course prerequisites
Students should have at least 1 - 2 years of IT experience.
Next Course
• The two-day courseware entitled ITIL Level 2 - Service Level Management
• The two-day courseware entitled ITIL Level 3 - Change Management
• The four-day course Help Desk Analyst
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