ITIL Foundation Certification

ITIL Foundation Training Course - Benefits

Having proof of your skills and knowledge gives you the edge over other candidates when applying for a job. An ITIL Foundation Training Course provides a systematic and professional approach to the management of IT service provision. Adopting its guidance can provide benefits such as:

• improved IT services through the use of proven best practice processes
• improved customer satisfaction through a more professional approach to service delivery
• standards and guidance
• improved productivity
• improved use of skills and experience

Certification provides companies with skilled employees, leading to:

• Maximized efficiencies in recruiting, hiring, training and promoting employees
• Operational improvements and greater efficiencies organization-wide
• Reducing costs through the greater efficiencies
• improved delivery of third party services through the specification of ITIL or ISO/IEC 20000 as the standard for service delivery in services procurements
• Increased productivity as certified professionals are able to perform at accepted industry standards

Who should earn a ITIL Certification?

An ITIL Foundation Training Course is important for all types of IT - and IT related professionals, for recent career starters and business professionals to experienced and certified IT professionals who want to optimise the IT Service Management.

ITIL Foundation Training Course is aimed at:

• IT service providers
• IT directors and managers
• CIOs

It will also benefit:

• business managers
• customers & end-users involved in building good relationships with their IT service providers
• plus any organisation that depends on IT Services

ITIL Foundation Training Course - Curriculum

Firebrand Training provides thorough instructor-led training to ensure that you learn the fundamentals, obtain hands-on skills and earn your certification. You will emerge able to immediately apply your new knowledge in your career environment.

Daily Educational Schedule

Our daily schedule incorporates different modes of instruction and learning environments to ensure that students learn, retain, comprehend, and can apply knowledge critical to the course.

Daily timetable shown for illustration purposes only. Significant changes may be made to the schedule on a daily basis to ensure that the goals of the course are met.

Course program in detail

• Incident Management
  • Definition of an incident, description of Incident Control
• Problem Management
  • Definition of a problem and known error, proactive problem management
• Configuration Management
  • Defining a configuration item and the configuration management database; impact of Configuration Management on other IT processes
• Change Management
  • Definition of a change and request for change (RFC); description of change control and change procedures; role of the change advisory board (CAB) and CAB/EC (for handling urgent changes)
• Release Management
  • Scope and concepts; definition of definitive software library (DSL) and definitive hardware store (DHS); description of planning, testing and implementing
• Service Level Management
  • Definition of a service catalogue; identifying, negotiating, monitoring and reviewing service level agreements (SLAs)
• Financial Management for IT Services
  • Reviews of budgeting, charging and IT accounting; analysis of running costs and charging policies
• Availability Management
  • Review of reliability, availability, resilience, maintainability and serviceability, calculating availability, review of planning, monitoring and reporting
• Capacity Management
  • Review of application sizing, workload, performance, demand and resource management and their inputs to modelling, definition of the capacity management database and contents of the capacity plan
• IT Service Continuity Management
  • Review of Business Continuity, Business Impact Analysis, Risk Analysis and Risk Management and looking at the various different recovery options available and their appropriateness for the different levels of criticality of services
• Service Desk
  • Review of the Service Desk function, the metrics employed, the structures of desk to be considered and the role the Service Desk plays in Incident Management

Foundation V3

• Service Management as a practice
  • Definition of a Service and Service Management as a practice
  • Describe the concept of Good Practice
  • Define and distinguish between Functions, Roles and Processes
  • The process model
  • List the characteristics of processes
• The Service Lifecycle
  • Understand the Service Lifecycle
  • Describe the structure, scope, components and interfaces of the ITIL Library
  • Account for the main goals and objectives and value to the business of each phase in the Lifecycle for Service Strategy, Service Transition, Service Design Service
  • Operation and Continual Service Improvement
• Generic concepts and definitions
  • Define some of the key terminology and explain the key concepts of Service Management
• Key Principles and Models
  • Comprehend and account for the key principles and models of Service Management and to balance some of the opposing forces within Service Management
• Processes
  • Understand how the Service Management processes contribute to the Service Lifecycle, to explain the high level objectives, scope, basic concepts, activities, key metrics (KPI’s), roles and challenges for five of the core processes and to state the objectives, some of the basic concepts and roles for fifteen of the remaining processes
• Functions
  • Explain the role, objectives, organizational structures, staffing and metrics of the Service Desk function and to state the role, objectives and overlap of three other functions
• Roles
  • Account for be aware of the responsibilities of some of the key roles in Service Management and to recognize a number of the remaining roles described in other Learning Units
• Technology and Architecture
  • List some generic requirements for an integrated set of Service Management Technology
  • Understand how Service Automation assists with integrating Service Management processes

ITIL Foundation Training Course - Exam Track

The ITIL foundation examination format is

• Multiple choice
• One hour duration
• 40 questions
• Pass mark is 65% (26/40)
• Closed book

ITIL Foundation Training Course - What's Included

Firebrand Training offers the highest quality technical education in an all-inclusive course package specifically designed for the needs and ease of our students. We attend to every detail so our students can focus solely on their educational objectives.

Our ITIL Foundation Training Course includes

• Intensive Hands-on Training by ITIL Certified Trainers utilizing our (Lecture | Lab | Review) Delivery
• Blended-Learning Instruction comprised of comprehensive study materials and pre-class mentoring, customized Microsoft Official Curriculum, official CompTIA courseware, comprehensive lab manuals, and Self-Test or Transcender Testing Software
• Two (2) Days of Hotel Accommodation
• Fully instructor-led program with 24 hour lab access
• Examination Vouchers & On-site Certification Testing
• All Meals; Unlimited Beverages, Snacks and Freshly-brewed Coffee
• Transportation to/from designated local railway stations (if required)
• Examination Passing Policy

Firebrand Training has dedicated, well-equipped educational facilities where you will attend instruction and labs and have access to comfortable study and lounging rooms.

Our Certified Trainers teach to accommodate every student’s learning needs through individualized instruction, hands-on labs, lab partner and group exercises, independent study, self-testing, question and answer drills .

Students will have 24-hour access to quality personal workstations, audiovisual equipment, supplies, and lab equipment.

Examination Passing Policy

Should a student complete the ITIL Foundation Training Course without having successfully passed all vendor examinations, the student may re-attend that program for a period of one year.  Students will only be responsible for accommodation and vendor exam fees.

ITIL Foundation Training Course - Prerequisites

Firebrand Training staff interview all potential students regarding their technical background, degrees and certification held, and personal fortitude.This screening process ensures a successful match between the customer and Firebrand Training toward accelerated training and certification.

There are no formal entry requirements for the course or examination, but it is assumed that all delegates will have a basic knowledge of IT.

The course will be suitable for

• Staff entering an IT environment who might have day-to-day responsibilities within one or more of the service management disciplines
• Staff working in an IT service management discipline who wish to broaden their understanding of how their role fits into the wider service management framework
• Other staff whose effectiveness would be enhanced by a greater awareness and understanding of best practices in IT service management

It is strongly recommended that delegates attend an accredited training course.

The Certificate is also a prerequisite for the ISEB Manager’s Certificate in IT Service Management.

Students who are successful in accelerated training and certification should all possess the drive and motivation to succeed and advance theircareers.

Firebrand Training is an intense training environment. You must have an attitude aimed for success. The above prerequisites are guidelines, but many students with less experience have other background or traits that have enabled their success in accelerated training through Firebrand Training.

ITIL Foundation Training Course - Testimonials

"The total immersion philosophy was a definite advantage."
Darren WIlliams, Self Employed,
ITIL Foundation Certification (2 Days) 8/10/2007 to 9/10/2007

"If you want german build quality in a car you do not buy a kia, so why scrimp on training. I have used over 30 different training providers and Firebrand are the market leaders, great location, staff, food and training. I have used the company twice and will be back again. many thanks Firebrand. Richard Evans, IT Project Manager"
Richard Evans, blue chip,
ITIL Foundation Certification (2 Days) 8/10/2007 to 9/10/2007

"Excellent course, first class tuition, comfortable relaxed surroundings that give you a great environment in which to study and achieve."
Stuart Reynolds, Selestia,
ITIL Foundation Certification (2 Days) 8/10/2007 to 9/10/2007

"I was very impressed with the staff and facilities at Firebrand*, my stay was very comfortable and enjoyable and I would deffinatelty think about coming back."
Lacey, UniChem,
ITIL Foundation Certification (2 Days) 9/7/2007 to 10/7/2007

"Thank you Firebrand*, a painless way to achieve certification. Its so much easier than self study at home, and a lot quicker!"
Stan Hawrylak, Tata Consultancy Services,
ITIL Foundation Certification (2 Days) 9/7/2007 to 10/7/2007

"This was the second course that I have attended with Firebrand this year. If you want an environment to learn,are prepared to put in the effort and want to pass in the quickest time possible then Firebrand* offers the best option. It may not be the cheapest but it is probably the most effective."
Simon Hessey, Self Employed,
ITIL Foundation Certification (2 Days) 9/7/2007 to 10/7/2007

"Excellent training with excellent facilites. Extremly polite and helpful staff."
Nigel Street, GMAC,
ITIL Foundation Certification (2 Days) 21/5/2007 to 22/5/2007

"Everything was handled with the utmost professionalism, and all the staff seem to enjoy what they do. This rubbed off on me, so I enjoyed my experience at Firebrand*. The perfect study environment for me should include sports facilities that enable one to be rejuvinated, with excellent tutors, excellent learning facilities, and happy staff members. Firebrand* have it all. "
Alexander Nsimbi, Fujitsu Services,
ITIL Foundation Certification (2 Days) 21/5/2007 to 22/5/2007

"I got what I expected - a lot of content focused in short time. Do not expect a relaxed experience - the process requires a great deal of input from the student but that is supported by the staff."
Mike Muir, Private,
ITIL Foundation Certification (2 Days) 8/1/2007 to 9/1/2007

"Firebrand* provided high quality accelerated ITIL Foundation training which will allow me to perform my role as Service Manager with confidence."
Cecil Smith, Northgate Information Solutions,
ITIL Foundation Certification (2 Days) 2/10/2006 to 3/10/2006

ITIL Foundation Training Course - Course Dates