IT Service Management Foundation CourseDocument Transcript
IT Service Management Foundation Course
Leads to the Foundation Certificate in IT Service Management
A high proportion of the IT budget is spent on the delivery and support of 'live' IT systems.
Helping customers, fixing problems and making changes, managing the configuration and
controlling software, ensuring there is adequate contingency should things go wrong, and,
probably most importantly, managing costs, are all part of IT Infrastructure Management.
This course is designed for all staff involved with IT Service Management disciplines and gives an
awareness of the techniques involved across the range of IT Service Support and Delivery
A basic understanding of IT Service provision.
Upon completion of this course the delegates will have:
• Learned which ITIL processes are essential to Support and Deliver a quality IT Service.
• Gained an understanding of how these processes relate to each other and to wider IT
and business issues.
• Improve your contribution to Service Management within your own organisation.
• Increase the likelihood of success for service improvement programmes within your
• Candidates who are successful in the examination will personally attain the industry
recognised Foundation Certificate in IT Service Management - a measure of their capability
The course is based on the OGC's Support and Delivery books in the IT Infrastructure Library.
Each of the 11 Support and Delivery modules are examined in turn and their relationships
explained. The course is very practical in nature with the objective of giving a sound
understanding of the processes needed to Support and Deliver and IT Service, and also to
prepare the candidate for the examination which leads to the Foundation Certificate in IT Service
Comprehensive course documentation is provided including a copy of the ITSMF's IT Service
Management Pocket Guide.
Introduction to Service Management
• IT as a Service Organisation.
• The need for a Service orientation.
• Introduction to ITIL - history, concepts and key players.
• Service Management processes & the ITIL book sets.
• Structure of each module.
• The full certification programme.
• The critical role in building good customer relations.
• Central point of contact.
• Types of Service Desk.
• Relationships with SM processes.
• Management information and reports.
• Rapid service restoration.
• Classification of incidents.
• Incident Monitoring.
• The role of the Service Desk in Incident Management.
• Handling of Major Incidents.
• A disciplined approach to managing problems.
• Control of problems & known errors.
• Proactive problem prevention.
• A discipline for controlling IT assets.
• How Configuration Management is the foundation for IT Service Management.
• Definition of a Configuration item.
• Description of the Configuration Management Database.
• A systematic approach to Change Management.
• Definition of a change.
• Types of change and impact analysis.
• Request for Change and the Change procedure.
• The Change Advisory Board.
• Dealing with emergency Changes.
• Hardware & Software changes in the live environment.
• Descriptions of the Definitive Software Library and the Definitive Hardware Store.
• Distributing software to remote locations.
• Version control and release strategy.
• Defining, authorising and controlling releases.
Service Level Management
• What is an SLA and its purpose.
• What should be in an SLA.
• Identifying, negotiating, monitoring & reviewing SLAs.
• Verifying underpinning agreements and contracts.
• The Service Catalogue.
Financial Management for IT Services
• Understanding the costs of providing an IT service.
• Budgeting, accounting and charging.
• Identifying cost elements and categories.
• Estimating and monitoring cost.
• Charging policy.
• Capacity elements.
• How to measure and report capacity usage.
• Business Capacity Management.
• Service Capacity Management.
• Resource Capacity Management
• The Capacity Management Database.
IT Service Continuity Management
• Business Impact Analysis.
• Risk Analysis & Assessment.
• Risk Management.
• Development, testing and maintenance of the ITSCM Plan.
• Building a cost effective, high-quality service that will meet SLA requirements.
• Availability elements and definitions
• Calculating and monitoring Availability.
• Planning, monitoring and reporting.
Example examination questions with opportunities to review and discuss the answers will be
presented throughout the course.
Award of this certificate is by examination taken at the end of the course and consisting of a 1
hour 40 question multiple choice paper under the invigilation of the Examination Board.
Criteria for Certification
A pass mark of 65% is required in the examination taken at the end of the course. Results are
received direct from the Examining Board within 2-3 weeks.