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ITIL Foundations

ITIL Foundations 3.0

Service Management Essentials is a 3 day course that is intended to introduce students to the essential concepts associated with the IT Infrastructure Library (ITIL) and prepare students to take the (optional) ITIL Foundations Certification Examination.

ITIL - the Information Technology Infrastructure Library

The Information Technology Infrastructure Library is a customer-focused, process-oriented approach to IT Service Management.

ITIL is used throughout the world as a de-facto standard. The principles and methodologies have been adopted by major organizations such as Microsoft, HP, IBM, Philips and numerous Government departments. ITIL is branch and infrastructure independent

Successful IT organizations have turned to IT Service Management & ITIL to guide them through the planning, design, development, delivery and support of their services.

Many organizations experience the following problems with their IT department, making it very hard to achieve their overall organizational objectives such as Shareholder value, market share improvement and cost effectiveness:

  • Inefficient internal communication;
  • Unclear or invisible cost structures within the IT department;
  • Unacceptable time frames for decision-making;
  • Inflexible IT staff (“we in the IT Department know what is best for you”).

IT Service Management addresses these issues with a process driven approach and a strong customer focus.

The Information Technology Infrastructure Library is considered to be "good/best practice" for IT Service and infrastructure management. It was developed in the late '80s when IT professionals gathered to develop a comprehensive, integrated life cycle for all areas of IT Service Management.
Service Management Essentials is a 3 day course that is intended to introduce students to the essential concepts associated with the IT Infrastructure Library (ITIL) and prepare students to take the (optional) ITIL Foundations Certification Examination.

For more information, see the ITIL Foundations outline.


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