Itil Foundation

IT Service Management (ITIL® V3) Foundation Course www.unicom.co.uk/itsm I Presenter: Prakash Sharma, QAI I London: 13 - 15 October, ‘08; 19 - 21 January, ‘09; 9-11 March, ‘09 I 3 days: £725 + VAT

About ITIL ! !

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(Information Technology Infrastructure Library) A globally used & accepted approach to IT Service Management A cohesive set of best practices under 10 key service management processes, drawn from over a decade of work by thousands of IT and data processing professionals in the public and private sector Supported by Internationally coveted certifications Adopted by leading organizations including Procter and Gamble, IBM, American Express, Shell, Boeing, Xansa and many others The foundation for BS 15000 certification (World's first formal standard for IT Service Management)

Workshop Overview Information Technology is recognized as a critical enabler and key differentiator for business success today. CEOs, CIOs, CTOs and senior management are concerned about optimizing their IT investments and improving the effectiveness and efficiency of their IT resources to support business requirements. This Accredited 3-day 'Foundation course in IT Service Management' for IT professionals based on ITIL® Best Practices.There are over 100,000 ITIL® qualified professionals in 70+ countries today and more than 12,000 sitting for the exam every year.This course includes a Certification exam at the end for 'Foundation Certificate in IT Service Management'.

Who should Attend ! CIOs, CTOs, Business and Operations Heads who would like to use IT Service Excellence practices to increase the efficiency and effectiveness of their IT resources. ! Application, Project and Business Managers involved in IT ! System and Network Administrators ! Control, Compliance and Audit Managers ! Those requiring the “Foundation Certificate in IT Service Management'

Workshop Objectives and Take Aways ! Prepare for and take the 'Foundation Certificate in IT Service Management' exam ! Understand the need for IT Service Management ! Help in optimizing investment on IT infrastructure and IT services ! Start the progress to a robust IT governance framework ! Understand the Key ITIL® processes, relationships between various Service delivery processes, concepts, impacts, techniques, their benefits and challenges of implementation ! Understand the major deliverables, roles, tasks and responsibilities expected from service providers, clients, managers and staff ! Improve ability to recognize changing trends and to adapt quickly to new requirements and market developments to get the 'competitive edge' ! Enhance customer satisfaction from IT service delivery ITIL ® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office.

Workshop Highlights ! ! ! ! ! ! ! !

Introduction Configuration Management Service Desk & Incident Management Problem Management Change Management Release Management Service Level Management Availability Management

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Capacity Management Business Continuity and IT Service Continuity Management Financial Management for IT Services Take the "Certification Exam" at the end of the course (1 hr multiple choice format)

Exam (ISEB's Accredited ITIL® Foundation Exam in IT Service Management) Duration: 1 hour (15 extra minutes will be given to delegates whose first language is NOT English) Format: Objective type multiple choice questions, paper based No. of questions: 40 Passing criteria: 26 correct answers Specials note: No negative marking Exam is conducted on the 3rd (last) day of the course

Preparation QAI would provide participants with their personal copy of the ISEB accredited itil foundation courseware. This courseware covers every aspect of ITIL® foundation course in a comprehensive manner. QAI provides a rigorous exam preparation to the participants to maintain maximum passing rate in every batch. There are sample exams question papers and mock exams are conducted to improve the preparedness of the participants. The preparation covers the entire ITIL® foundation curriculum in a comprehensive manner. This is followed by discussions on the answers and the rationale document for each answer is shared with each participant. QAI as a part of the course, conducts group exercises, discussions and presentations. These play a significant role in giving an insight into the real world problems. These exercises are instrumental in enabling the participants to understand the ITIL® global best practices and how they assist in resolving critical issues and concerns in the IT Service Management domain.

Question Bank QAI has a rich repository of questions for the ITIL Foundation Course, which is the source of our mock questions.

QAI Success QAI has maintained a very high pass rate of 97% for the ITIL foundation courses, way above the industry standard of 90%, as a result of its comprehensive course offering and exam preparation. QAI has maintained excellent participant feedback (an average of 4.7 on a scale of 5).

ITIL ® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office.

UNICOM R&D House, One Oxford Road, Uxbridge, UB9 4DA Tel: 01895 256 484 Fax: 01895 813 095 Email: [email protected]

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