ITIL certifications are recognized internationally across industries and regardless of the size of the organization. The three-day intensive course provides delegates with comprehensive training to prepare them for the ITIL examination (based on “The ITIL Foundation Certificate in IT Service Management Syllabus,” latest edition).
It will enable you to:
- Understand all the elements of the ITIL syllabus
- Understand the specific examination language
- Learn strategies and techniques for mastering the examination
Delivery Method: Classroom – Duration: 3 Days
Delivery Method : Online – Duration : 6 months[/vc_column_text][vc_column_text]The ITIL® Foundation Certificate allows delegates to gain a comprehensive grounding in the aspects of ITIL® service management. Delegates will prepare for and sit the one hour, multiple- choice ITIL® Foundation certificate in service management exam.
Effective and formal IT Service Management will give an organization a clear view of its IT capabilities. It will give the IT department a clear understanding of the customer’s needs, drivers and motivation. The interlocking IT Service Management disciplines will allow the needs of the customer to be matched by the capability of the services being offered.
In documenting best practice ITIL has laid before us a professional approach to the provision of IT services. In the ITIL world measurement and monitoring are critical. We are able to focus on the needs of the business and to measure the performance of the services offered, reviewing and improving on a continual basis.
Critical among costs the Service Management disciplines is Availability Management. If services are not available then it’s not a service. All the service support and service delivery disciplines work together to deliver agreed levels of service availability to our customers.
Delivery of service availability to meet customer needs benefits the whole organization. Customer satisfaction is greatly increased, as is the motivation of those staff involved in service provision.
Overall, professional IT Service Management disciplines will deliver improved quality of service to customers enabling the business to reduce costs, derive higher revenues and hence increased profit.
This course leads to the ITIL® Foundation level certification. Delegates are prepared for the Foundation examination. The Foundation qualification is a pre-requisite for the ITIL Intermediate examinations.
The ITIL Foundation examination is a closed- book 60 minute 40 multiple choice question paper. The pass mark is 65% (26 marks required to pass out of 40 available).[/vc_column_text][vc_separator][vc_single_image image=”993″ img_size=”large” title=”Westbook Stevens, LLC has teamed with VMEdu to provide this training. Contact us for our discounts.”][vc_separator][vc_column_text]
Students will learn how to:
- Explain the context of IT Service Management
- Plan improvements
- Execute improvement plans and strategy
- Demonstrate the use of various ITIL techniques and processes
- Define a new service and its use throughout the Service Lifecycle
- Design services’ management processes, matrices and organizational governance
- Understand the value of communication, documentation and automation
- Understand the examination guidelines
- Please note that the cost of the ITIL exam is included with this course. Our Back office support team will be able to assist you should you have any questions.
What is Included:
- Study guides including Video tutorials: Study as you prefer using PDF files, video tutorials, HTML format or podcasts. Explain the goals, objectives, scope and basic concepts of core ITIL®processes & functions and other syllabus areas of ITIL.
- Podcasts: Download it and listen to it at your convenience.
- Interactive Case Study: Professor Bubbleman App to help you apply the concepts learnt in real life scenarios.
- Interactive Glossary: Both PDF as well as interactive glossary tool provided to help you revise quickly.
- Crossword: Test your knowledge and have some fun doing it.
- Phone App: Download a very effective phone app to study on your mobile.
- Chapter Tests and Evaluation Tests: These tests assess the delegate’s degree of understanding of the respective chapter content.
- Sample Papers: To get a feel of the actual ITIL Foundation exam, take the full length sample papers as part of our online course and assess your responses with the provided answers to the same.
- PDU Certificate: 18 PMI PDUs certificate to help to cater to the needs of continuing education units for PMP certified professionals.
Audience Profile:
The target groups of the ITIL® Foundation Certificate are:
- Individuals who require a basic understanding of the refreshed ITIL® framework and how it may be used to enhance the quality of IT service management within an organisation.
- IT professionals that are working within an organisation that has adopted and adapted ITIL®, who need to be informed about and thereafter contribute to, an ongoing service improvement program.
Prerequisites:
Ideally delegates should have some experience working in an ITSM environment or service desk and have a basic understanding of ITSM issues, although no prior IT experience is required to apply for the certification exam. Even an aspirant ITSM professional can take this course.
Delegates will be provided with pre-course reading material by email on receipt of payment prior to attending the course. Student success in this intensive 2-day course will be enhanced by paying close attention to the pre-reading materials.[/vc_column_text][/vc_column][/vc_row][vc_row][vc_column][vc_column_text]
Examination Guidelines
Examination structure: questions from all chapters, testing both understanding as well as memory.
Question structure: multiple choice
Extensive examination practice and feedback is included in the workshop.
Participants will be requested to take the ITIL examination on the final day of the course. The examination consists of:
- 40 compulsory questions; No negative marking
- One hour
Course Outline:
[/vc_column_text][vc_row_inner][vc_column_inner width=”1/2″][vc_column_text]Introduction
- Introduction/Housekeeping
- 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
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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
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