This CSME/Peoplecert accredited training program is targeted at IT and business professionals seeking to develop skills and/or become Foundation certified in the basics of ITIL and ITSM. In this 3-day course, students gain knowledge and understanding in the following areas: Service Management as a practice, Service Lifecycle , and Key Principles and Models. Students are also introduced to the following areas: Generic Concepts, Selected Processes, Selected Roles, Selected Functions, Technology and Architecture, and ITIL Qualification scheme. This course is based on Version 3 (released on August 20, 2011) of the IT Infrastructure Library (ITIL). The ITIL Version 3 Foundation Certification Exam is administered at the end of the course. Taking the exam is optional.
- Introduction to ITSM
- ITSM as a Practice
- ITSM Lifecycle
- ITSM Summary
- Continual Service Improvement
- CSI Introduction
- 7-Step Improvement Process
- CSI Summary
- Service Operation
- Introduction to Service Operation
- Service Operation Processes
- Service Operation Functions
- Service Operation Summary
- Service Transition
- Introduction to Service Transition
- Service Transition Processes
- Summary of Service Transition
- Service Design 1h 41m
- Service Design Introduction
- Service Design Processes
- Service Design Summary
- Service Strategy 1h 3m
- Service Strategy Introduction
- Service Strategy Activities
- Service Strategy Summary
Closed book, multiple choice ( 40 questions, 60 minutes duration, 65% or better is required to pass).
The Academic Unit Eligibility is based on contact hours, level of difficulty and certification exam results. Please note that college credit eligibility is a formal academic process that is unconnected to SLU’s Workforce Center. We encourage all students to email their official exam results to firstname.lastname@example.org so we can house pass/fail results in their student portal for verification.
There are no prerequisites for this course.
3 Days (exam on the afternoon of the 3rd day)