How to enrol:
Enrolment for 2012 Short Courses is now available. Where enrolment is available online via the web, simply press the ‘Enrol’ button below. If enrolment is not available online, or, if you would prefer to enrol via phone, fax or in person, simply telephone us with your credit card details, or download and fax or mail your completed application form.
Enrol offline: download application form
Course Content
- Why are Australian organisations joining the rapid world-wide take-up of ITIL? They see major operations and financial benefits to be gained in the areas of IT management, IT staff productivity, help desk, IT operations, IT infrastructure, IT applications and IT business relationship management. The ITIL V3 framework outlines the optimum organisation of IT resources and describes best practice processes, functions and roles for IT Service Management. Gain practical experience in ITIL processes through group activities using simulation software, and upon completion you can choose to sit an internationally recognized examination for ITIL V3 Foundation certification. What you will learn:
Introduction to IT Service Management
Service Management as a Practice
Service Strategy:
- Financial Management
- Service Catalogue Management
- Demand Management
Service Design:
- Service Catalogue Management
- Service Level Management
- Availability Management
- Capacity Management
- Information Security Management
- IT Service Continuity Management
- Supplier Management
Service Transition:
- Transition Planning & Support
- Change Management
- Service Validation and Testing
- Evaluation Management
- Knowledge Management
- Service Asset & Configuration Management
- Release & Deployment Management
Service Operations:
- Incident Management
- Problem Management
- Access Management
- Event Management
- Request Fulfilment
- IT Operations Management
- Technical Management
- Application Management
Continual Service Improvement:
- The 7 step improvement process
- Service Reporting
Key Terms, Concepts, Processes, Activities, Functions and Roles
Refund Policy (short courses)
Course Withdrawal & Refunds:
Fee refunds will only be issued if a course withdrawal request
is received at least five (5) working days prior to the date of
course commencement. A 25% administration fee will be charged.
No refunds will be issued for withdrawal requests received after
this time.
Course Transfers:
Students wishing to transfer to a future start date of the same
course will be accepted if a request is received at least five
(5) working days prior to the date of course commencement, and
providing a suitable future course offering is available. For
all transfer requests, a $35 transfer fee will apply.
Course Cancellation by the
Institute: Where a course is cancelled due to
unforeseen circumstances, a full refund will be issued.
Processing of refunds takes a minimum
of twelve (12) working days. All refunds will be made directly
to the payee, and will be mailed to the payee’s address as shown
on the application form. For online/web-based fee payments made via credit card, refunds will only be made to the payee’s credit card as was used for the original fee payment.