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 email@example.com so we can house pass/fail results in their student portal for verification.
There are no prerequisites for this course.
3 Days or 6 Evenings
For day classes, the exam is offered during the afternoon of the 3rd day of class.
For evening classes, students are offered an exam voucher to schedule the exam at their convenience.