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This 3-day course aims to improve your understanding of how IT services should be effectively & efficiently administered. We'll cover the objectives, processes, activities, benefits & possible problems of IT service support & service delivery processes.


 
Course Outline
The Information Technology Infrastructure Library (ITIL®) has now become the de-facto best practice worldwide for the provision of high quality IT services, which customers should demand, and organizations willing to provide.
This 3-day course aims to improve your understanding of how IT services should be effectively and efficiently administered.
During the course we will cover the objectives, processes, activities, benefits and possible problems of IT service support and service delivery processes, as well as the background
that led to the creation of the ITIL® processes.

As part of the course, participants write an exam from the international accreditation body. Successful writers receive their Foundation Certificate in IT Service Management.
As a service to Project Management Professionals (PMP®), this course is registered with the Project Management Institute.

Participant Evaluations “Excellent instructor…the exercises were a good learning activity to link theory to practice” Catherine Gagne, University of Toronto

‘The use of real life scenarios and practical/logical analysis of each point raised gave room for clarity of the subject matter. The assignments were also helpful in demonstrating the concepts taught.” Voke Nakpodia, Computer Warehouse Ltd

“It provided a massive body of knowledge with insight on how to operate effective processes and procedures in my workplace.”
Peter Uwadone, ipNX Nig Ltd.

Learning Objectives Participants will gain practical skills to:
• Properly align IT services with the needs and priorities of the business.
• Deliver cost-effective quality IT services to users and customers.
• Be customer-focused.
• Achieve ITIL® Foundation Certification.

Who Should Attend The IT Service Management Foundation course is suitable for individuals who are:
• IT Managers and people involved in delivering IT services.
• IT directors who need to be aware of ITIL to ensure that appropriate staff members within their organizations have the required level of knowledge.
• Software developers, maintainers and testers.

What you will Learn
  • Introduction to IT Service Management and ITIL®
  • Implementing Service Management
  • Service Level Management
  • Service Desk and Incident Management
  • Problem Management
  • Configuration Management
  • Change Management
  • Release Management
  • Financial Management of IT Services
  • Capacity Management
  • IT Service Continuity Management
  • Availability Management
  • Certification Exam

Prerequisites & Certificates
Pre-Requisites

There is no prerequisite for this course. It functions as a standalone course.

Certificates offered

Upon successful completion, PMP’s will earn 21 PDUs. You will receive a course binder containing copies of presentation slides, case studies, exercises, suggested solutions and several practice exams from ISEB. You will also receive a copy of the itSMF IT Service Management Pocket Guide.


Cancellation Policy
A 20% cancellation fee applies for cancellations received up to fourteen (14) business days before the course. Any cancellation up to five (5) business days before the course is subject to the entire course fee, which you may apply toward a future course for a one year period (subject to availability). The course fee is non-transferrable and non refundable five (5) business days prior to the scheduled delivery date.

Please note that if you do not cancel and do not attend, you will still be responsible for payment. Substitutions may be made at any time. If Procept finds it necessary to cancel a course due to low enrolment, a full refund will be made. Procept will not be responsible for participant's expenses.

Map & Reviews
Procept Associates
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This course currently does not have any dates scheduled. Please call 1-877-313-8881 to enquire about future dates or scheduling a private, in house course for your team.

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