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ItemDescription
FMEA Failure Modes and Effects Analysis
An approach to assessing the potential Impact of Failures. FMEA involves analysing what would happen after Failure of each Configuration Item, all the way up to the effect on the Business.
FTA Fault Tree Analysis
A technique that can be used to determine the chain of Events that leads to a Problem. Fault Tree Analysis represents a chain of Events using Boolean notation in a diagram.
Facilities Management The Function responsible for managing the physical Environment where the IT Infrastructure is located.
Financial Management Budgeting, IT Accounting & Charging; Building Cost Models; The importance of money as a management metric; Investment appraisal; Charging policy & pricing methods.
First-line Support The first level in a hierarchy of Support Groups involved in the resolution of Incidents. Each level contains more specialist skills, or has more time or other Resources.
Fishbone Diagram A technique that helps a team to identify all the possible causes of a Problem. Originally devised by Kaoru Ishikawa, the output of this technique is a diagram that looks like a fishbone.
Follow the Sun A methodology for using Service Desks and Support Groups around the world to provide seamless 24 * 7 Service.
Calls, Incidents, Problems and Service Requests are passed between groups in different time zones.
Foundation - ISEB ISEB Foundation Certificate in IT Service Management (ITIL)
This course is accredited by, and follows the syllabus specified by the Information Systems Examination Board (ISEB) of the British Computer Society (BCS).
Foundation - ITIL V3 Foundation Certificate in IT Service Management - ITILV3
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.
Foundation - Prerequisites Staff entering an IT environment who might have day-to-day responsibilities within one or more of the service management disciplines.
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.
Foundation Examination 1 hour multiple-choice examination leading to the Foundation certificate in IT Service Management.

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