Adroitstream

ITIL® – FOUNDATION AND PRACTITIONER COURSE

  • 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.

This may include but is not limited to

  • IT professionals
  • Business managers
  • Business process owners
  • CTOs
  • CIOs
  • Managers, program managers
  • Team leaders
  • Service designers
  • IT architects
  • IT planners
  • IT security managers
  • IT consultants
  • IT audit managers
  • ITSM trainers, and more
×
×

Cart