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
®
(Information Technology Infrastructure Library) Workshop Highlights
! A globally used & accepted approach to IT Service Management ! Introduction ! Capacity Management
! A cohesive set of best practices under 10 key service ! Configuration Management ! Business Continuity and IT
management processes, drawn from over a decade of work by ! Service Desk & Incident Service Continuity
thousands of IT and data processing professionals in the public Management Management
and private sector ! Problem Management ! Financial Management for IT
! Supported by Internationally coveted certifications ! Change Management Services
! Adopted by leading organizations including Procter and Gamble, ! Release Management ! Take the "Certification Exam"
IBM, American Express, Shell, Boeing, Xansa and many others ! Service Level Management at the end of the course (1 hr
! The foundation for BS 15000 certification (World's first formal ! Availability Management multiple choice format)
standard for IT Service Management)

Exam (ISEB's Accredited ITIL® Foundation

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'
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

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
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

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. 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.

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 Accredited ITIL® Foundation Course

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