AUDIENCE:   This course is for everybody who needs to understand what IT service management consists of and why it is relevant. PREREQUISITES:   Two years of IT experience is recommended. DURATION:   3 days. Hands on. OBJECTIVES:   This course includes the one-hour multiple-choice exam qualifying for the foundation certificate in IT service management. It is based on ITIL delivering a comprehensive grounding in accepted best practice. It will help delegates to see their role in the bigger IS picture and give them a greater level of professionalism in their day-to-day work. The course provides the perfect platform on which to build further service management expertise and will ensure that staff are better matched and armed with the knowledge to be better in their work. On completion of the course delegates will have: · A knowledge of the language of IT service management. · An understanding of the relevant guidance and how it all fits together. · Plenty of real life stories and entertaining group exercises to reinforce the learning. · A respected professional qualification. COURSE CONTENT:   ITIL Essentials training explores the following range of topics: Goals Objectives Process Structure Roles Responsibilities Main Activities Inputs Outputs Benefits These topics are covered for each of the following ITIL Best Practices of: Service Support Incident Management Problem Management Configuration Management Change Management Release Management Service Desk Function Service Delivery Service Level Management Availability Management Capacity Management Financial Management for IT Services IT Service Continuity Management Service Desk Function Delivered in association with Sortium