Course number: HF421s
Duration: 3 days
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Course Overview
This course introduces the concepts of IT Service Management (ITSM) based on Version 3 of the IT Infrastructure Library (ITIL). It describes the IT Service Management Lifecycle. It also provides a set of specialized organizational capabilities for providing value to customers in the form of services.

Delivery Format

• Lecture (60%)
• HP "High Performance" ITSM Simulation game (30%)
• Exam drill (10%)

Course Objectives

• Gain a fundamental understanding of the ITSM lifecycle
• Gain the knowledge necessary to prepare for the "Foundation Certificate in IT Service Management" examination
• Take part in the "Foundation Certificate in IT Service Management" examination from EXIN, ISEB or APM Group

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