Fully accredited training course
Credits awarded: 2
Verified 'ITIL Leader' 2019
FREE exam voucher
Eligible for Exam Pledge (FREE resit)
94% average first-time pass rate
6 months access
15+ hours of course material
Quizzes & revision modules
Increase your earning potential by 20%
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Study for ITIL v3 Foundation Certification, the IT industry's de-facto introductory qualification in the field of IT Service Management by taking this fully accredited e-course from Good e-Learning! Looking for training on ITIL 4? Take a look at our fully accredited ITIL 4 Foundation course!
This course is accredited by PeopleCert, who are licensed by AXELOS as an Examination Institute for the ITIL Foundation Certificate in IT Service Management and is ideal for professionals working within an organization which has implemented ITIL as part of an ongoing service improvement program. It can also be an excellent stepping stone for anyone looking to progress a career in IT service management.
Why take this course?
This ITIL course has been created in partnership with leading industry experts with many years of experience as consultants, trainers and authors of best-selling ITIL study guides.
Gaining your ITIL Foundation Level certification will help you take both your skills and career in IT service management to the next level. A Foundation-level certification will also allow you to progress onto more advanced levels: ITIL Intermediate, MALC and ITIL Expert.
This course provides an introductory overview of the ITIL Framework, based on the five core ITIL volumes: Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. Each module is covered in the packaged practice exam, ensuring that students can learn and retain all the information they need to prepare for the official ITIL Foundation examination.
Students who take this course will learn:
The importance of service management, both to IT service providers and their customers
An overview of the ITIL Service Lifecycle, its processes and the functions which carry out those processes
How the ITIL best practice framework can be used to improve the quality, effectiveness and efficiency of service management in virtually any industry or organization
Everything needed to pass the official ITIL V3 Foundation exam
Mark Smalley - IT Management Consultant, Contributor to the ITIL 4 Framework, Good e-Learning Ambassador
Also known as The IT Paradigmologist, Mark thinks, writes and speaks extensively about IT 'paradigms'. Mark is an IT Management Consultant and Global Ambassador at the ASL BiSL Foundation. He has spoken at hundreds of events in more than twenty countries around the world.
Many individuals and corporate organizations around the world use Good e-Learning to remain relevant in today's changing world. Their ITIL courses are attractively presented and easy to follow giving students the best possible chance at succeeding in the examination
Module 1: An Introduction to IT Service Management
The objective of this course is to enable students to understand the importance of service management, both to IT service providers and their customers.
Specifically, we show how the ITIL Best Practice Framework can be used to improve the quality, effectiveness and efficiency of service management in any organization which makes use of IT.
This module looks at the purpose, objective and scope of this phase of the lifecycle. We consider its importance to businesses and consider how services can deliver value.
We then consider the purpose, objectives and scope behind three of the main service strategy processes:
Service Portfolio Management
Business Relationship Management
Module 2: Service Strategy
The Service Strategy module provides guidance on understanding the most important practices that need to be employed in order to define and carry out a service strategy within an organization that provides IT related services:
Providing an understanding of what a service strategy is
Identifying required services and the audiences which use them
Understanding how to define value creation and delivery
Provision of the means to identify opportunities to provide services and how to make the best of them
Delivering a comprehensive and clear service provision model, in which we identify how the services will be funded and presented, to whom they will be delivered and the purpose that they will serve
Understanding the organizational capabilities that will be required to deliver the defined services
Coordinating and documenting the use of service assets for the provision of services, as well as defining how the assets can be used and how to optimize their performance
Defining the processes and services which will deliver the strategy of the organization and the level of investment that will be required
Understanding the levels of demand and how to establish a relationship between the service provider and the audience
Module 3: Service Design
In the Service Design part of the course, we look at the purpose, objectives, scope and business value of this stage of the ITIL Service Lifecycle.
We examine what we call the four P’s: People, Processes, Products and Partners – the four areas we need to consider when designing a service. We then look at the 5 major aspects of the Service Design stage:
Designing the Service Solution itself
Designing the service management system and tools that will be required to manage the service
Understanding the importance of management and technology architectures
Understanding the processes that will be required
The measurement systems, methods and metrics that will show us whether the service is working properly or not
Module 4: Service Transition
The Service Transition stage consists of seven different processes. We examine the purpose, objectives, scope and business value of this lifecycle stage, before looking in detail at ITIL’s Change Management process:
Transition planning and support
Service Asset and Configuration Management (SACM)
Release and Deployment Management
Module 5: Service Operation
In this module, we look at the purpose, objectives and scope of the Service Operation stage, as well as the value it provides to organizations.
We look in detail at the key processes of incident management and problem management. We then take a high-level view of the remaining three operations processes: access management, request fulfillment and event management.
Having considered the Service Operation stage processes, we move on to consider the ‘people’ aspects of this lifecycle stage. The majority of IT staff within a company will be involved (to a greater or lesser extent) in the Service Operation stage. Although they may be involved in other lifecycle stages, their main focus will be the delivery of the operational services.
Next, we examine the four functions involved in the Service Operations stage:
The Service Desk function will then be considered in detail. We will also review the roles and objectives of the technical, applications and operations management functions at a higher level.
Module 6: Continual Service Improvement
When you have completed this section you should be able to:
Account for the main purpose, objectives and scope of the Continual Service Improvement (CSI) stage of the ITIL Service Lifecycle
Briefly explain the value that CSI can provide to a business
Understand the purpose, objectives and scope for the seven-step improvement process
Explain the ITIL approach to CSI
Describe the CSI register and the Deming Cycle
Understand the role of measurement for the CSI stage and appropriate metrics
Understand the relationship between critical success factors and key performance indicators, as well as the importance of Baselines
Module 7: Conclusion
You should now understand how the ITIL best practice framework can be used to improve the quality, effectiveness and efficiency of service management in any organization that provides IT related services.
Once you have passed your Foundation exam, you may wish to continue your IT service management studies. ITIL qualifications do not expire and there is no requirement to renew them should a new version of ITIL be released. In other words, you can choose to move on as soon as you are ready without having to backtrack.
Passing the Foundation exam will earn you two ITIL credits. This will qualify you to take Intermediate ITIL modules, each of which can be passed to win additional credits. Once you have 17, you will be able to take the Managing Across the Lifecycle (MALC) module. Passing this will earn you five credits for a total of 22, which in turn will allow you to start working towards an ITIL Expert certification.
You may wish to move up through the levels to Expert or Master, or you may just want to increase your knowledge in a chosen area for the sake of your job role. The scheme is designed to satisfy both approaches.
You can take as few or as many Intermediate qualifications as you require. All ITIL qualifications are recognized throughout the IT industry. ITIL® is a registered trademark of AXELOS Limited.
Exams / Assessments
In order to achieve your ITIL Foundation qualification, you must pass the ITIL® 2011 Foundation Certificate in IT Service Management exam. You can take the exam online (virtually) using a service provided by PeopleCert.
When you have completed this course, you will be ready to start preparing for the ITIL Foundation exam. To support you with this, this eLearning course contains a practice exam that will simulate the conditions of the real thing.
This course comes with a FREE exam voucher and is eligible for exam pledge (a free resit on us!) - That's how confident we are that you'll pass first time!
Before booking your exam, it will be a good idea to make sure that your device meets the technical requirements. You can do so via this online test. This test will examine the suitability of your webcam, microphone and internet connection. Please visit the PeopleCert website for more information and guidance.
What you need to know about the exam:
This is a multiple choice exam consisting of 40 questions
There is a time limit of 60 minutes to complete the exam
The exam is closed book, with only the provided materials being permitted for use
The pass mark for the exam is 65%: you must get 26 out of 40 questions correct
In countries where English is a second language, the time allocated for the exam is extended to 75 minutes
You will be tested on:
Service management as a practice (comprehension)
The ITIL Service Lifecycle (comprehension)
Generic concepts and definitions (awareness)
Key principles and models (comprehension)
Selected processes (awareness)
Selected functions (awareness)
Selected roles (awareness)
Technology and architecture (awareness)
Competence and training (awareness)
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