Improve your position in the job market by becoming an ITIL certified professional.
Provides a single documented framework for IT best practices that flow across the IT organization.
Learn how to apply ITIL tools and its techniques, improve your efficiency and effectiveness at workplace.
Overview
The ITIL (Information Technology Infrastructure Library) framework is designed to standardize the selection, planning, delivery and support of IT services to a business. The goal is to improve efficiency and achieve predictable service levels. The ITIL framework enables IT to be a business service partner, rather than just back-end support.
ITIL guidelines and best practices align IT actions and expenses to business needs and change them as the business grows or shifts direction.
ITIL® is a widely accepted approach to IT Service Management (ITSM), which has been adopted by individuals and organizations across the world. ITIL provides a cohesive set of best practice, drawn from the public and private sectors internationally.
The ITIL® Foundation and Practitioner course is an intensive learning course for experienced service management professionals. Through undertaking the course, delegates will not just be able to understand ITIL best practice, but also to be able to understand how to implement service improvement in their organizations.
We can able to bring you a course that will give you the best opportunity to develop your UT service management career and enable you to have the necessary skills to apply ITIL in your organization.
As this is a very intensive course, there will be homework assignments each evening to consolidate the learning.
Accreditations and exams
The ITIL Foundation examination takes place on the afternoon of day two of the course. You must bring photographic identification on the exam day (passport, driving license or student card).
40 multi-choice questions
1 hour, closed book exam
Candidates require a minimum of 26 marks (65%) to pass
The ITIL Practitioner examination takes place on the afternoon of day four of the course. You must bring photographic identification on the exam day (passport, driving license or student card).
40 scenario-based, multi-choice questions
1 hour and 45 minutes
You may use your official ITIL Practitioner Guidance manual only
Candidates require a minimum of 28 marks (70%) to pass
Agenda:
The course covers the following topics:
Introduction
Introduction
Introduction to key ITIL concepts
IT as a Service
Introduction to processes and process management
The Service Lifecycle approach
Service Design
Purpose, goal, objectives and scope
Service Design processes
The 4 P’s
Service Design aspects
Service Catalogue Management
Service Level Management
Capacity Management
Availability Management
IT Service Continuity Management
Service Portfolio
Information Security Management Supplier management
Service Transition
Purpose, goal, objectives and scope
Service Transition value to the business
Technology and architecture in Service Transition
Service Transition Processes
Change Management
Service Asset and Configuration Management
Release and Deployment Management
Knowledge Management
Service Strategy
Purpose, goal, objectives and scope
Value Creation through Services
Assets – Resources and Capabilities
Service Strategy – Main activities
Service Strategy processes
Service Portfolio Management
Demand Management
Financial Management
Service Operations
Purpose, goal, objectives and scope
Service Operation definitions
The Service Desk
Technical Management
Application Management
IT Operations Management
Service Operations processes
Event Management
Request Fulfilment
Problem Management
Access Management
Continual Service Improvement
Purpose, goal, objectives and scope
Models and Processes
The Deming Cycle
Measurement and metrics
The Seven-Step Improvement Process
Continual Service Improvement activities
Risk Management
Continual Service Improvement interfaces
Interface with Service Level Management
Benefits
Improve your position in the job market by becoming an ITIL certified professional.
Provides a single documented framework for IT best practices that flow across the IT organization.
Learn how to apply ITIL tools and its techniques, improve your efficiency and effectiveness at workplace
Reduces IT costs and justifies the cost of IT quality and supports improvement of user productivity.
Supports ability of IT to measure and improve internal performance and service provisioning.
Improves communication and information flow between IT and the organization and business departments and identifies roles and responsibilities for IT Service Management.
Improves ability of IT to adjust as business opportunities and challenges are presented.
Improves relationship of IT with the business – builds trust.
Get recognized for your expertise by your peers both inside and outside the organization
Learn a common language for ITSM which helps in having better communication across the hierarchy
Implement new ideas from the ITIL framework and use those best practices to facilitate customer desired outcomes
Understand the terminologies, key principles and concepts of IT Service Management.
Understand the main processes, relationships, benefits and challenges of ITIL Foundation.
Understand the Service Management processes and how they map to the Service Lifecycle.
Understand the activities and roles involved with the Service Lifecycle.
Understand the factors that affect the effectiveness of the Service Lifecycle.
Upon completion of this course, aspirants will be able to:
Identify the principles and concepts of IT Service Management based on ITIL®
Identify the best practices of implementing ITIL® in an organization.
Define the terminology used in ITIL®
Identify the concepts and definitions used in the Service Lifecycle.
Define Service Strategy concepts
Define Service Design concepts
Define Service Operations concepts
Define Service Transition concepts
Define Continual Service Improvement concepts
Define the roles, processes, and components within key areas of IT Service Management based on ITIL®
Be prepared to take the ITIL® Foundation and Practitioner Certification exam
Who can attend?
The target group of the ITIL® Foundation certificate in IT Service Management is drawn from:
Individuals who require a basic understanding of the ITIL framework and how it may be used to enhance the quality of IT service management within an organization
IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement program.
