Accredited ITIL V2 Classroom Courses

Qualifications:	ITIL V2 Foundation
Duration:	3 days
Accredited:	yes, by APM Group
Prerequisites:	None
Exams:	The exam is taken on the last day of the course and is included in the price.

Overview:

ITIL v2 Foundation Certificate Course Outline

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Overview:

ITIL v2 Overview Course Outline

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Qualifications:	ITIL Manager's Certificate - Service Delivery
Duration:	5 days
Prerequisites:	Intended for those with at least five years of relevant IT experience. Examination candidates must hold the Foundation Certificate in IT Service Management.
Exams:	The examination consists of two 3 hour closed book essay style exams which are delivered over the course of 2 days after the course. Course does not include the exams.

Overview:

The ITIL® Manager's Certificate course is intended for people with at least five years relevant IT experience. Examination candidates must hold the Foundation Certificate in IT Service Management. Holders of the Foundation Certificate in ITSM gained before August 2001 will need to update their knowledge to Version 2 of ITIL® best practice, before attending the course. Service Management who may be new to the role or may already have experience in this function. Delegates will learn about the internationally recognised best practice concepts of the IT Infrastructure Library (ITIL®) and the benefits that can be gained by adopting the processes. The examination consists of two 3 hour closed book essay style exam based on case studies, 1 each for Service Support and Service Delivery. The examinations are delivered over the course of 2 days. The maximum number of points awarded is 100, with a required pass rate of 50% in BOTH exams. If one exam is failed, it can be retaken separately. Costs shown exclude the £135 exam fee.

All delegates receive an ITIL Learning Support Pack.

ITIL Managers Certificate - Service Delivery Course Outline

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Overview:

The ITIL® Manager's Certificate course is intended for people with at least five years relevant IT experience. Examination candidates must hold the Foundation Certificate in IT Service Management. Holders of the Foundation Certificate in ITSM gained before August 2001 will need to update their knowledge to Version 2 of ITIL© best practice, before attending the course. Service Management may be new to the role or may already have experience in this function. Delegates will learn about the internationally recognised best practice concepts of the IT Infrastructure Library (ITIL®) and the benefits that can be gained by adopting the processes. The examination consists of two 3 hour closed book essay style exam based on case studies, 1 each for Service Support and Service Delivery. The examinations are delivered over the course of 2 days. The maximum number of points awarded is 100, with a required pass rate of 50% in BOTH exams. If one exam is failed, it can be retaken separately.

ITIL Managers Certificate - Exam Review Day Course Outline

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Qualifications:	ITIL Manager's Certificate - Service Delivery
Duration:	5 days
Prerequisites:	Intended for those with at least five years of relevant IT experience. Examination candidates must hold the Foundation Certificate in IT Service Management.
Exams:	The examination consists of two 3 hour closed book essay style exams which are delivered over the course of 2 days after the course. Course does not include the exams.

Overview:

The ITIL® Manager's Certificate course is intended for people with at least five years relevant IT experience. Examination candidates must hold the Foundation Certificate in IT Service Management. Holders of the Foundation Certificate in ITSM gained before August 2001 will need to update their knowledge to Version 2 of ITIL® best practice, before attending the course. Delegates will learn about the internationally recognised best practice concepts of the IT Infrastructure Library (ITIL®) and the benefits that can be gained by adopting the processes. The examination consists of two 3 hour closed book essay style exam based on case studies, 1 each for Service Support and Service Delivery. The examinations are delivered over the course of 2 days. The maximum number of points awarded is 100, with a required pass rate of 50% in BOTH exams. If one exam is failed, it can be retaken separately. Costs shown exclude the £135 exam fee.

All delegates receive an ITIL Learning Support Pack.

ITIL Managers Certificate - Service Support Course Outline

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Qualifications:	ITIL Change Management Practitioner
Duration:	3 days
Prerequisites:	Foundation Certificate in IT Service Management, in addition to a minimum of two years experience in Change Management.
Exams:	The exam is taken on the last day of the course and is included in the price.

Overview:

The Change Management process offers a means to control all changes in order to reduce the adverse impact of change related incidents. This approach ensures that risk assessment, business impact and approval are all considered prior to any change implementation. Change Management provides a mechanism to control and manage the initiation, implementation and review of proposed changes to the operational IT Infrastructure.

All delegates receive an ITIL Learning Support Pack.

ITIL Change Management Practitioner Course Outline

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Qualifications:	ITIL Configuration Management Practitioner
Duration:	3 days
Prerequisites:	Foundation Certificate in IT Service Management, in addition to a minimum of two years experience in Configuration Management.
Exams:	The exam is taken on the last day of the course and is included in the price.

Overview:

Configuration Management provides a logical model of the infrastructure or a service by identifying, controlling, maintaining and verifying the versions of configuration items in existence.

All delegates receive an ITIL Learning Support Pack.

ITIL Configuration Management Practitioner Course Outline

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Qualifications:	ITIL Problem Management Practitioner
Duration:	3 days
Prerequisites:	Foundation Certificate in IT Service Management, in addition to a minimum of two years experience in Problem Management.
Exams:	The exam is taken on the last day of the course and is included in the price.

Overview:

Whilst most IT sites have an incident handling function in place (the Service Desk), most organisations today still pay 'lip service' to the Problem Management process - fixing incidents rather than the problem. Organisations need to be guided in a systematic and disciplined approach to problems affecting their IT services. For the efficiency and effectiveness of their business, it is important that any recurring failure trends are kept to a minimum, and identified, diagnosed and controlled.

All delegates receive an ITIL Learning Support Pack.

ITIL Problem Management Practitioner Course Outline

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Qualifications:	ITIL Service Desk and Incident Practitioner
Duration:	3 days
Prerequisites:	Foundation Certificate in IT Service Management, in addition to a minimum of two years experience in Incident Management / Service Desk.
Exams:	The exam is taken on the last day of the course and is included in the price.

Overview:

The Service Desk forms the main day-to-day interface between IT Services and its customers, and is responsible for creating a good image about the quality and availability of services. It provides a single point of contact for customers, thereby improving service quality and assists in managing customer expectation. The Service Desk will utilise the Incident management process to restore service following an interruption, thereby reducing the adverse impact on the business and maintaining a high level of service quality.

All delegates receive an ITIL Learning Support Pack.

ITIL Service Desk and Incident Practitioner Course Outline

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Qualifications:	ITIL Service Level Management Practitioner
Duration:	3 days
Prerequisites:	Foundation Certificate in IT Service Management, in addition to a minimum of two years experience in Service Level Management.
Exams:	The exam is taken on the last day of the course and is included in the price.

Overview:

Many IT professionals responsible for managing service levels make the mistake of focusing on a document - Service Level Agreement - and not the process of Service Level Management. In this course learn what the difference is and how to successfully implement and manage relationships between IT, your 'customers' and your 'suppliers'.

All delegates receive an ITIL Learning Support Pack.

ITIL Service Level Management Practitioner Course Outline

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