What Our Clients Say…

"I would like to express my gratitude for your help and support in securing my place on the Prince2 course and also the assistance given to me in the run up to the start of the training - I found it a great deal of help in my preparation and I'm sure it contributed to the result I gained.

I really cannot say enough good things about the trainer Datrix assigned to our course - as I told you yesterday I have been a participant in numerous business related training courses over the time I have been working, and I have to say that he is almost certainly the best trainer I have encountered up to now. His manner and familiarity with the material not only puts you at your ease but also, I find, gives you absolute confidence in what you're learning, which in my view is a vital part of taking the information on board and putting it all together mentally."
L. Maguire
Project Manager


"I really enjoyed the course. I don't think I've ever worked so intensely and it definitely wasn't easy, but the trainer really made it interesting and I'm really glad I did it! It was lovely to hear the news over the phone and it really cheered me up - especially after hearing I am to be made redundant the day before."
Diane Bedford
Project Manager


“I would have no hesitation in commending Paul of PBA Training to any organisation who may be considering using his training delivery and consulting skills. He has proved himself as a provider of high quality, customer focused and valued training.

Our client feedback confirms his excellent engagement and rapport with learners, ensuring that their learning experience is of relevance to them and their employers. Paul possesses a personal manner that enables his trainees to relax, enjoy and value his teaching.

Paul also brings a high quality of reliability, consistency and personal presentation that has proved his ambassadorial value when working for Kingsway Consulting with our clients.”
Brian Smith
Business Development Manager


"I thought our trainer was brilliant and now that I know I have passed, I can say that with conviction. He knew his material and had a very structured presentation.

Tony had lots of practical examples to share which helped to explain some of the theory. He was lively and encouraged the group to interact with each other. I‘m still amazed that he managed to get through as much material as he did in one week and make it so interesting at the same time. The venue was an excellent choice in both quality and location for public transport links.

My organisation has used training bodies other than Datrix and I have not heard many glowing reports about the trainers or the venues used. I particularly liked having a phone call to tell me that I had passed, others in my organisation have found out their results pass and fail, by seeing their name on the APM website."
Pauline Jones
Service Delivery Manager


"Thanks very much for this, you’ve made my day! Please pass on a big thank you to the trainer. He certainly knows his subject matter inside out and makes the training light hearted and interesting as well. Not sure about the racing car stories though!"
Graham Handley
ICT Senior Project Manager

ITIL Foundation Certificate in IT Service Management Plus

Overview

In addition to achieving the objectives of the standard Foundation course, the Foundation Plus course is designed to provide delegates with an improved capability to support and manage services using the ITIL framework.

The delegates will have the opportunity to create a portfolio of key documents which can be used to assist them in improving best practice delivery of IT services.

The style of presentation of this course is highly interactive and is presented by QA’s own industry leading principal lecturers/consultants with extensive practical experience of Service Management using the ITIL Framework. The use of PowerPoint is limited with emphasis placed upon the activities leading to the creation of the Workbook Portfolio.

Those delegates taking the certificate exam on the final day will need to plan to spend 90-120 minutes each evening on revision and example examination questions.

Please be aware, this course also provides 35 Hours of Contact Education/Professional Development Units towards PMI PMPcertification/re-certification

This course provides comprehensive first-level training for anyone involved in provision, support, and delivery of IT Services. It is accredited by, and follows the syllabus specified by the APM Group (www.apmgroup.co.uk).

It includes an optional one-hour multiple-choice examination for the Foundation Certificate in IT Service Management  and is a pre-requisite for the further training in ITIL that leads to the ITIL Diploma in IT Service Management.

The ITIL Framework is a source of good practice in service management. ITIL is used by organisations world-wide to establish and improve capabilities in service management. Service Management is a set of specialised organisational capabilities for providing value to customers in the form of services. The capabilities take the form of functions and processes for managing services over a lifecycle, with specializations in strategy, design, transition, operation, and continual improvement. The capabilities represent a service organisation’s capacity, competency, and confidence for action. The act of transforming resources into valuable services is at the core of service management. Without these capabilities, a service organisation is merely a bundle of resources that by itself has relatively low intrinsic value for customers.

More information can be found at the OGC web-site: http://www.ogc.gov.uk

ITIL® is a registered trademark of the Cabinet Office.

 

Prerequisites

  • Involvement in one or more of the service management disciplines
  • Involvement in the provision or receipt of IT Services.
  • Staff working in an IT service management discipline who wish to broaden their understanding of how their role fits into the wider service management framework
  • Other staff whose effectiveness would be enhanced by a greater awareness and understanding of best practices in IT service management.
  • Delegates should already have a basic working knowledge of the building blocks of IT services.

If taking an exam, candidates are advised that Photo ID must provided (Driving License, Passport and named work ID badges are all acceptable).  This an ISEB requirement and delegates will be turned away from the examination if Photo ID is not produced.

 

 

Delegates will learn how to

  • Aware of the techniques involved across the range of service provision activities
  • Able to relate these activities to each other and to wider IT issues
  • Competent to participate in service delivery/support functions
  • Able to apply this knowledge to their own work environment

 

 

Course Outline

The course covers the fundamentals of the IT Infrastructure Library® (ITIL®) which covers the five core volumes which provide an end-to-end view of IT and its integration with business strategy. Those five core volumes are:

  • Service Strategy provides guidance on how to design, develop, and implement service management. It ensures that the overall business aims and strategy is supported by the IT organisations’ aims and strategy.
  • Service Design provides guidance on the design of new or changed services for introduction into the live environment.
  • Service Transition provides guidance on managing change along with risk and quality whilst ensuring IT Operations can manage those changes within the context of the ICT Infrastructure.
  • Service Operation provides guidance on the day to day management of the ICT Infrastructure. It is also contributes to the Service Management Lifecycle for carrying out those processes which contribute to the optimisation of the services provided.
  • Continual Service Improvement looks at the Service Management Lifecycle. It identifies opportunities for improvements in the efficiency, effectiveness of the processes and optimisation of the costs associated with service provision.

The exam is multi-choice. There are 40 questions to be completed in 60 minutes. The pass mark is 26 correct answers from 40 (65%)

ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. IT Infrastructure Library® is a Registered Trade Mark of the Office of Government Commerce.

 

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