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What Will I Learn?

Gain an understanding of the ITIL framework.
Learn how to enhance ITIL service management within an organisation.
Learn how to contribute to ongoing service improvement.
Understand key principles and models of service management.
Learn the roles and responsibilities of service management as a practice.

Overview

The ITIL® Foundation Certification – IT Service Management course provides learners an in-depth knowledge of ITIL basic concepts, structure and terminology of the core ITIL principles and practices.  This is an entry level course which helps learners gain the skills required to work with service management in relation to an organisation. The course provides comprehensive understanding for learners to pass the foundation exam. The objective of the course is to use service management to contribute to ongoing service improvement.

The ITIL® Foundation Certification – IT Service Management course discusses awareness of selected processes, awareness of selected functions, technology and architecture and competence and training.

The ITIL® Foundation Certification – IT Service Management course will give insight into how IT resources should be efficiently organised within an enterprise. As the most widely accepted approach, ITIL offers the best practice framework to deliver business value, understand functions and roles of IT service management and documenting the process. The Service Management level will help learners progress to the next level of the ITIL scheme. The course is globally recognised and accredited to a training organisation and you will be issued an internationally recognised qualification following full completion of The ITIL® Foundation Certification – IT Service Management course.

Why study at Global Edulink?

Global Edulink offers the most convenient path to gain recognised skills and training that will give you the opportunity to put into practice your knowledge and expertise in an IT or corporate environment. You can study at your own pace at Global Edulink and you will be provided with all the necessary material, tutorials, qualified course instructor, narrated e-learning modules and free resources which include Free CV writing pack, free career support and course demo to make your learning experience more rewarding and enriching.

Access Duration

The course will be directly delivered to you, and you have 12 months access to the online learning platform from the date you joined the course.  The course is self-paced and you can complete it in stages, revisiting the lectures at anytime.

Who is this Course aimed at?
  • The course is aimed at individuals with basic understanding of the ITIL framework.
  • IT Operations Managers.
  • IT Professionals working within an organisation.
  • Technical decision makers.
Entry Requirements
  • The course requires no formal pre-requisites.
Method of Assessment

 

At the end of the ITIL® Foundation Certification – IT Service Management course you will be required to take a multiple choice question assessment test comprising of 40 questions in 60 minutes duration. (26 marks required to pass out of 40). The multiple choice question assessment will be automatically marked with learners receiving an instant grade. The pass mark is 65%, closed book.
Certification

Those who successfully complete the exam will be awarded the certificate in ITIL® Foundation Certification – IT Service Management.

Awarding Body

The ITIL® certification scheme provides a modular approach to the ITIL framework, and is comprised of a series of qualifications focused on different aspects of ITIL best practice to various degrees of depth and detail.

The tiered structure of the qualification offers candidates flexibility relating to the different disciplines and areas of ITIL and the ability to focus their studies on key areas of interest.

The certificate will be awarded by Axelos. This is a globally recognised best practice qualification that will make your CV standout and encourage employers to see your motivation at expanding your skills and knowledge in the IT enterprise.

Progression and Career Path

Once you successfully complete ITIL® Foundation Certification – IT Service Management you will be qualified to work in the following positions. The ITIL Foundation Certification – IT Service Management qualification will also put you in line to demand a higher salary or job promotion. The average UK salary per annum according to https://www.payscale.com is given below.

  • IT Architect (average UK yearly salary: £57,806)
  • IT Security Manager (average UK yearly salary: £51,234)
  • Systems Architect (average UK yearly salary: £50,210)
  • Systems Engineer (average UK yearly salary: £29,154)
  • Developer (average UK yearly salary: £30,651)
  • IT Project Manager (average UK yearly salary: £42,549)

 

Common Career Paths For Project Manager, Information Technology (IT)
  
Other Benefits
  • Written and designed by the industry’s finest expert instructors with over 15 years of experience
  • Repeat and rewind all your lectures and enjoy a personalised learning experience
  • Gain access to quality video tutorials
  • Unlimited 12 months access from anywhere, anytime
  • Save time and money on travel
  • Learn at your convenience and leisure
  • Quizzes, tests mock exams, practice exams to ensure you are 100% ready
  • Eligible for a NUS discount card
  • Free Career Support Service
  • 25% Discount on personal Statement and covering letter writing service
  • Free Access to Over 150 courses for 2 days (48 hours)
  • Free access to course before you purchase (For selected courses only)

 

ITIL®, RESILIA, PRINCE2®, and the Swirl logo are registered trade marks of the AXELOS Limited, used under permission of AXELOS. All rights reserved.

Course Curriculum

introduction
Toutor Introduction 00:00:00
Course Introduction 00:00:00
➤ module 01: course introduction
1.0 lesson: course organization
Welcome to the Course! 00:00:00
Classroom Introductions 00:00:00
Mentoring Community Introductions 00:00:00
Why Are You Here? 00:00:00
Using Bloom’s Taxonomy 00:00:00
What Do You Expect? 00:00:00
Housekeeping Online 00:00:00
2.0 lesson: course conventions
Conventions Used 00:00:00
Quizzes & Exercises 00:00:00
ITIL Qualification Scheme 00:00:00
ITIL Foundation Certification Exam 00:00:00
Getting Started with an Online Class 00:00:00
Chapter 01 Review 00:00:00
➤ module 02: introduction to itsm
1.0 lesson: itsm as a practice
IT Service Management 00:00:00
Critical Success Factors 00:00:00
ITIL History 00:00:00
ITIL Description 00:00:00
Need-to-Know ITSM Concepts 00:00:00
Good Practice 00:00:00
Customers 00:00:00
Service 00:00:00
Service Value 00:00:00
Utility Effect 00:00:00
Warranty Effect 00:00:00
Function – Process – Role 00:00:00
What is a Process? 00:00:00
Process Characteristics 00:00:00
Service Owner & Process Owner 00:00:00
The RACI Model 00:00:00
ITSM as a Practice Summary 00:00:00
2.0 lesson: itsm lifecycle
The IT Service Management Lifecycle 00:00:00
Lifecycle-Oriented ITIL 00:00:00
Service Lifecycle Processes 00:00:00
IT Governance & Service Lifecycle 00:00:00
The Service Lifecycle – Value to the Business 00:00:00
ITSM Lifecycle Summary 00:00:00
3.0 lesson: itsm summary
ITSM Introduction Summary 00:00:00
ITSM Introduction Checkpoint 00:00:00
Review of End of Chapter Quiz 01 00:00:00
Chapter 02 Review 00:00:00
➤ module 03: continual service improvement
1.0 lesson: csi introduction
CSI & the Service Lifecycle 00:00:00
Managing Across the Lifecycle M3 00:00:00
Purpose, Goals & Objectives of CSI 00:00:00
Scope of CSI 00:00:00
Value of CSI 00:00:00
Principles of CSI 00:00:00
Governance 00:00:00
CSI & Organizational Change 00:00:00
PDCA & Continual Improvement 00:00:00
CSI Approach 00:00:00
Baselines 00:00:00
Metrics & Measurement 00:00:00
Critical Success Factors 00:00:00
2.0 lesson: 7-step improvement process
Purpose, Goals & Objectives 00:00:00
Purpose, Goals & Objectives 00:00:00
Scope 00:00:00
Business Value 00:00:00
Policies, Principles & Concepts 00:00:00
7-Step Improvement Process 00:00:00
3.0 lesson: csi summary
Continual Service Improvement Summary 00:00:00
CSI Checkpoint 00:00:00
Review of End of Chapter Quiz 00:00:00
Chapter 03 Review 00:00:00
➤ module 04: service operation
1.0 lesson: introduction to service operation
Service Operation & the Service Lifecycle 00:00:00
Managing Across the Lifecycle 00:00:00
Purpose, Goals & Objectives of Service Operation 00:00:00
Scope of Service Operation 00:00:00
Value of Service Operation 00:00:00
Principles of Service Operation 00:00:00
Organizing Service Operation 00:00:00
Balancing External & Internal Views 00:00:00
Balancing Stability & Responsiveness 00:00:00
Balancing Quality & Cost of Service 00:00:00
Balancing Reactive & Proactive 00:00:00
Providing Service 00:00:00
Integrating Service Operation, Transition & Design 00:00:00
Communication’s Role in Service Operation 00:00:00
Service Operation Documentation 00:00:00
2.0 lesson: service operation processes
The Service Operation Model 00:00:00
The Processes of Service Operation 00:00:00
Incident Management Introduction 00:00:00
Purpose, Goals & Objectives of Incident Management 00:00:00
Scope of Incident Management 00:00:00
Value of Incident Management 00:00:00
Concepts of Incident Management 00:00:00
Activities of Incident Management 00:00:00
Incident Logging 00:00:00
Incident Categorization 00:00:00
Categorization 00:00:00
Priority 00:00:00
Incident Diagnosis 00:00:00
Escalation 00:00:00
Incident Resolution & Recovery 00:00:00
Incident Closure 00:00:00
Expanded Incident Lifecycle 00:00:00
Incident Management Relationships 00:00:00
Incident Management Summary 00:00:00
Event Management 00:00:00
Event Management Measures & Outcomes 00:00:00
Request Fulfillment 00:00:00
Request Fulfillment Measures & Outcomes 00:00:00
Problem Management Introduction 00:00:00
Purpose, Goals & Objectives of Problem Management 00:00:00
Scope of Problem Management 00:00:00
Value of Problem Management 00:00:00
Concepts of Problem Management 00:00:00
Activities of Problem Management 00:00:00
Problem Management Relationships 00:00:00
Problem Management Summary 00:00:00
Access Management 00:00:00
Access Management Measures & Outcomes 00:00:00
3.0 lesson: service operation functions
Introduction to Service Operation Functions 00:00:00
Introduction to Service Desk 00:00:00
Service Desk Function 00:00:00
The Role of the Service Desk 00:00:00
Purpose, Goals & Objectives of the Service Desk 00:00:00
Organizational Structures of Service Desk 00:00:00
Service Desk Staffing 00:00:00
Service Desk Metrics 00:00:00
Introduction to Technical Management 00:00:00
Role of Technical Management 00:00:00
Introduction to Application Management 00:00:00
Role of Application Management 00:00:00
Introduction to IT Service Operations Management 00:00:00
Role of IT Operations Management 00:00:00
Service Operation Functions Summary 00:00:00
4.0 lesson: service operation summary
Service Operation Summary 00:00:00
Service Operation Checkpoint 00:00:00
Review of End of Chapter Quiz 00:00:00
Chapter 04 Review 00:00:00
➤ module 05: service transition
1.0 lesson: introduction to service transition
Service Transition & the Service Lifecycle 00:00:00
Managing Across the Lifecycle 00:00:00
Purpose, Goals & Objectives of Service Transition 00:00:00
Scope of Service Transition 00:00:00
Value of Service Transition 00:00:00
Principles of Service Transition 00:00:00
2.0 lesson: service transition processes
Introduction to Change Management 00:00:00
Purpose, Goals & Objectives of Change Management 00:00:00
Scope of Change Management 00:00:00
Value of Change Management 00:00:00
Concepts of Change Management 00:00:00
Activities of Change Management 00:00:00
The Change Advisory Board (CAB) 00:00:00
Change Types 00:00:00
Change Model 00:00:00
Change Process Flow 00:00:00
Create & Review Request for Change 00:00:00
Assess & Evaluate Request for Change 00:00:00
Authorize Change 00:00:00
Coordinate Change 00:00:00
Review & Close Change 00:00:00
Standard Change 00:00:00
Change Management Relationships 00:00:00
Change Management Summary 00:00:00
Service Asset & Configuration Management 00:00:00
Configuration Management System 00:00:00
SACM Measures & Outcomes 00:00:00
Release & Deployment Management 00:00:00
Definitive Media Library 00:00:00
Release & Deployment Measures & Outcomes 00:00:00
Knowledge Management 00:00:00
Knowledge Management Measures & Outcomes 00:00:00
3.0 lesson: summary of service transition
Service Transition Summary 00:00:00
Service Transition Checkpoint 00:00:00
Review of End of Chapter Quiz 00:00:00
Chapter 05 Review 00:00:00
➤ module 06: service design
1.0 lesson: service design introduction
Service Design & the Service Lifecycle 00:00:00
Managing Across the Lifecycle 00:00:00
Purpose, Goals & Objectives of Service Design 00:00:00
Scope of Service Design 00:00:00
Value of Service Design 00:00:00
Principles of Service Design 00:00:00
2.0 lesson: service design processes
Introduction to Service Level Management 00:00:00
Purpose, Goals & Objectives of Service Level Management 00:00:00
Scope of Service Level Management 00:00:00
Value of Service Level Management 00:00:00
Concepts of Service Level Management 00:00:00
Activities of Service Level Management 00:00:00
Overview of Service Level Management Process 00:00:00
SLA Frameworks 00:00:00
SLRs & SLAs 00:00:00
SLA Monitoring 00:00:00
Service Level Agreement Monitoring Chart 00:00:00
Improving Customer Satisfaction 00:00:00
Managing Underpinning Agreements 00:00:00
Service Reporting 00:00:00
Service Improvement Plan (SIP) 00:00:00
Managing & Revising SLAs and UCs 00:00:00
Contacts & Relationships 00:00:00
Feedback 00:00:00
Service Level Management Relationships 00:00:00
Service Level Management Summary 00:00:00
Service Catalog Management 00:00:00
Service Catalog Management Measures 00:00:00
Capacity Management 00:00:00
Concepts of Capacity Management 00:00:00
Capacity Management Measures & Outcomes 00:00:00
Availability Management 00:00:00
Concepts of Availability Management 00:00:00
Levels & Aspects of Availability 00:00:00
Availability Management Measures & Outcomes 00:00:00
IT Service Continuity Management 00:00:00
Value of ITSCM 00:00:00
Concepts of ITSCM 00:00:00
Service Continuity Management Measures & Outcomes 00:00:00
Information Security Management 00:00:00
Concepts of Information Security Management 00:00:00
Information Security Management Measures & Outcomes 00:00:00
Supplier Management 00:00:00
Activities of Supplier Management 00:00:00
Supplier Management Measures & Outcomes 00:00:00
3.0 lesson: service design summary
Service Design Summary 00:00:00
Service Design Checkpoint 00:00:00
Review of End of Chapter Quiz 00:00:00
Chapter 06 Review 00:00:00
➤ module 07: service strategy
1.0 lesson: service strategy introduction
Service Strategy in the Service Lifecycle 00:00:00
Managing Across the Lifecycle 00:00:00
Purpose, Goals & Objectives of Service Strategy 00:00:00
Scope of Service Strategy 00:00:00
Value of Service Strategy 00:00:00
Principles of Service Strategy 00:00:00
Value Creation 00:00:00
Utility & Warranty Combined 00:00:00
Service Assets 00:00:00
Marketing Mindset 00:00:00
Service Provider Types 00:00:00
Service Structures 00:00:00
Service Strategy Fundamentals 00:00:00
Service Portfolio 00:00:00
Service Automation 00:00:00
2.0 lesson: service strategy activities
Introduction to Service Portfolio Management 00:00:00
Service Portfolio Overview 00:00:00
Purpose Goals & Objectives 00:00:00
Scope 00:00:00
Value to the Business 00:00:00
Introduction to Financial Management 00:00:00
Purpose, Goals & Objectives of Financial Management 00:00:00
Scope of Financial Management 00:00:00
Value of Financial Management 00:00:00
Introduction Business Relationships Management 00:00:00
Purpose, Goals & Objectives of Business Relationships Management 00:00:00
Scope of Business Relationships Management 00:00:00
Business Value 00:00:00
3.0 lesson: service strategy summary
Service Strategy Summary 00:00:00
Service Strategy Checkpoint 00:00:00
Review of End of Chapter Quiz 00:00:00
Chapter 07 Review 00:00:00
Course Closure 00:00:00
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  • 365 Days
  • Course Certificate
  • Awarded by 'ITIL'
  • 13Guided Learning Hours
  • Course Material
  • 07Number of Modules
  • Official Exam

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