This course is for IT managers and practitioners involved in the strategy, design, implementation and on-going delivery of business-used IT services and for anyone who requires insight into Service Management best practice.
This course, based on the ITIL best practice service lifestyle approach, provides IT managers, practitioners and anyone who uses IT services with a practical understanding of the key concepts, principles, processes, and functions that enables successful IT Service Management (ITSM) provision. The course intent is to provide proven practical guidance on how to successfully introduce an integrated ITSM framework and how best practices can be adopted and adapted within a student’s organization. The multiple-choice exam contains 40 questions. To pass, students must get 26 or more questions correct, a 65% passing grade. This class also aids students in preparation for the ITIL Foundation Certificate Examination.