SM-3022: ITIL® Foundations in Service Management (3-day)

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Course Description: The Hands-On Foundation course introduces the attendee to the fundamentals of IT Service Management as described in the IT Infrastructure Library. Delivered over 2.5 days, it features lectures, discussion, team exercises and quizzes. It culminates with a one-hour certification examination.

Who Should Attend? Senior IT and business executives, IT management and staff, consultants, project managers, sales professionals and others interested in learning about IT Service Management.

Format: Interactive classroom lectures, discussion, team exercises and quizzes. Duration - 2.5 days.

Curriculum: The course introduces the learning objects listed below for each of the IT Service Management processes (Incident, Problem, Configuration, Change, Release, IT Service Management, Availability, Capacity, IT Service Continuity, and Financial Management) and Service Desk.

• Activities
• Process Relationships
• Benefits
• Problem Areas
• Critical Success Factors
• Key Performance Indicators

Prerequisites: None

Examination (optional): 1-hour certification examination administered by an independent proctor is administered at the end of the course. Certification is through the EXIN or ISEB.

Reference Material: Each student receives a 375 page bound study guide (ver 4.x) . Other ITSM-related study materials and books are available for purchase prior to, or during, the class.

Price: Tuition: $1370; Optional Certification Exam: $225 (through 06/30/2007)

Avant is a certified itSM Solutions Delivery Partner.
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