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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 Exam in IT Service Management)
Information Technology is recognized as a critical enabler and key Duration: 1 hour (15 extra minutes will be given to delegates
differentiator for business success today. CEOs, CIOs, CTOs and whose first language is NOT English)
senior management are concerned about optimizing their IT
Format: Objective type multiple choice questions, paper based
investments and improving the effectiveness and efficiency of their IT
No. of questions: 40
resources to support business requirements. This Accredited 3-day
'Foundation course in IT Service Management' for IT professionals Passing criteria: 26 correct answers
based on ITIL® Best Practices.There are over 100,000 ITIL® qualified Specials note: No negative marking
professionals in 70+ countries today and more than 12,000 sitting for Exam is conducted on the 3rd (last) day of the course
the exam every year.This course includes a Certification exam at the
end for 'Foundation Certificate in IT Service Management'.
Preparation
QAI would provide participants with their personal copy of the ISEB
Who should Attend accredited itil foundation courseware. This courseware covers every
! CIOs, CTOs, Business and Operations Heads who would like to use aspect of ITIL® foundation course in a comprehensive manner.
IT Service Excellence practices to increase the efficiency and
effectiveness of their IT resources. QAI provides a rigorous exam preparation to the participants to
maintain maximum passing rate in every batch. There are sample
! Application, Project and Business Managers involved in IT
exams question papers and mock exams are conducted to improve
! System and Network Administrators
the preparedness of the participants. The preparation covers the
! Control, Compliance and Audit Managers entire ITIL® foundation curriculum in a comprehensive manner. This is
! Those requiring the “Foundation Certificate in IT Service followed by discussions on the answers and the rationale document
Management' for each answer is shared with each participant.

QAI as a part of the course, conducts group exercises, discussions


Workshop Objectives and Take Aways and presentations. These play a significant role in giving an insight into
! Prepare for and take the 'Foundation Certificate in IT Service the real world problems. These exercises are instrumental in enabling
Management' exam the participants to understand the ITIL® global best practices and how
! Understand the need for IT Service Management they assist in resolving critical issues and concerns in the IT Service
Management domain.
! 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 Question Bank
various Service delivery processes, concepts, impacts, techniques, QAI has a rich repository of questions for the ITIL Foundation Course,
their benefits and challenges of implementation which is the source of our mock questions.
! 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 QAI Success
new requirements and market developments to get the 'competitive QAI has maintained a very high pass rate of 97% for the ITIL
edge' foundation courses, way above the industry standard of 90%, as a
! Enhance customer satisfaction from IT service delivery 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.

UNICOM R&D House, One Oxford Road,


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Tel: 01895 256 484 Fax: 01895 813 095
Email: info@unicom.co.uk A QAI company
Accredited ITIL® Foundation Course

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13 - 15 October, ‘08
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19 - 21 January, ‘09
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9 -11 March, ‘09
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