DIGANO - Making a Difference

WHAT

The IT Infrastructure Library (ITIL) is accepted as the most effective and efficient framework for managing and controlling the quality and costs of delivering IT services and keeping them aligned with business needs and ever changing business direction.

This course provides an overview of the following topics:

The course is based on the ITIL v3 volumes "The Official Introduction to the ITIL Service Lifecycle", "Service Strategy", "Service Design", "Service Transition", "Service Operation" and "Continual Service Improvement".

ITIL is a framework based upon good and world best practices.

WHY

As the impact of global business competition is increasingly felt by organisations worldwide, technology is changing at light-speed, knowledge becomes harder and harder to retain, and outages of IT systems start to affect the survivability of organisations, one can no longer afford to operate a business in today’s world without structure and control.

Organisations need structure and control in order to survive.

WHO

The IT Service Management Foundation course is suitable to anyone with an affinity or interest in management best practices. Although it is beneficial to have some experience with IT, this is not a prerequisite as this course focuses on the management of IT, not on the underlying IT technology. After successful completion of this course candidates will be able to follow courses on a Service Lifecycle, Service Capability, and Managers level.

There are no prerequisites for this course, other than a good mood, sense of humour and willingness to learn from each other.

Once the course has been completed, students can decide to sit a one hour multiple choice exam that will lead to internationally recognised ITIL Foundation Certification.

Anyone that works in either management or IT will benefit from the ITIL Foundation course.

WHEN

The IT Service Management Foundation course can be scheduled as an internal course by any organisation in the world at a place and time that suits them, and at the same time also fits in our schedule. The course is only available in a 3 day format.

Please refer to our online schedule for public training dates in your region.

This course comes with full online support resources, such as mock exams, summaries and templates. The course has been developed in Australian/UK English, but on request, can be tailored to meet local conditions, language and culture.

Whenever you feel it’s time to increase quality of services, reduce costs, and realign IT with the Business.

WHERE

The IT Service Management Foundation course runs regularly in all major cities of Australia and New Zealand. However, we support any organisation anywhere in the world when it comes to IT Service Management.

On request internal courses can be arranged to suit your own specific needs. Organising your own internal courses is typically more efficient and can be tailored to gain maximum effect.

We typically recommend an offsite training venue, not co-located with the work-environment, to provide students with maximum learning experience.

Whenever you feel it’s time to increase quality of services, reduce costs, and (re-)align IT with the Business.

HOW MUCH

A course will be scheduled for a minimum of 4 participants and a maximum of 16 participants. This is not a DIGANO requirement, but a requirement from the examination institute.

Please contact DIGANO if you would like to run a foundation course in your own organisation. We're a small and flexible organisation, and can offer training any time, any day, any place.

Knowledge is the engine that makes your organisation run. Keeping the engine lubricated is priceless.

PREVIEW

We don't believe in slides and presentations with lots of text, but do believe in interactive discussion, pictures, animation, games, puzzles, quizzes, role-play and use of video. In others words - we are "Making a Difference" - we are creative communicators! We also believe in using online resources to add to the value of class-room based training. We call this hybrid (or blended) training and it seems to work a lot better than following only online or only class-room based training.

Quality is Life - Life is Quality!

TEST

Please try to answer the following seven questions. These are questions for which the anwers will be provided in the course.

1. What are the four key characteristics of a service?
2. What are the four key steps of mapping out a service strategy?
3. What are the five key aspects of service design?
4. What key processes are covered by the ITIL volume "service transition"?.
5. What's the difference between an event, a service request, an incident and a problem?
6. What are the seven steps of continual service improvement?
7. What's the difference between utility and warranty?

Knowledge is nothing without the abilty of applying it to the real world.