Achieving ITIL® Foundation Certification

ITIL – FOUNDATION

What Is ITIL? + Key Benefits of this ITIL Certification Course:
This ITIL Foundation Certification training course is where you can start your journey into the realm of ITIL (Information Technology Infrastructure Library). ITIL is the most recognized Service Management framework in IT. It consists of five core disciplines that provide recommendations on:

1) Service Strategy  2) Service Design  3) Service Transition  4) Service Operation 5) Continual Service Improvement

These disciplines represent a service lifecycle framework that enables IT to better align to the business and solve specific operational needs. ITIL is not about creating things like projects do, it’s about delivering IT services that demonstrate real value to the organization.

In this ITIL Foundation course, you gain an essential understanding of the ITIL framework as well as the best practices to more effectively manage IT service delivery to customers. This three-day course taught by real-world ITIL practitioners will provide the knowledge needed to pass the ITIL foundation certification exam, two credits towards ITIL Expert certification, and entry points to more advanced ITIL courses.

COURSE TYPE

Foundation

NUMBER

0128

DURATION

3 Days

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You Will Learn How To

  • Prepare for and pass the ITIL Foundation certification exam
  • Identify opportunities to develop IT processes using ITIL guidelines
  • Interact with IT teams using ITIL terminology and concepts
  • Explore IT service management processes
  • Recognize the importance of IT and business integration

Important Course Information

Requirements:

  • Basic IT literacy

Who Should Attend:

  • Anyone seeking ITIL Foundation certification
  • Those interested in controlling IT costs, improving IT service quality, and balancing IT resources
  • All IT professionals, IT project managers, IT managers, IT project or team members, network operators, business process analysts, IT architects, consultants, systems integrators, help desk managers and staff, planners, managed service providers, outsourcers, application developers, and other IT-related positions

Course Preparation:

  • Before your event, you will be sent the ITIL Foundation Handbook and a Pre-Course Study Guide, which will let you know which parts of the ITIL Foundation Handbook you should study before class
  • To prepare you for the exam, homework and study assignments will be provided each night of the course

Exam Information:

  • The ITIL Foundation exam can be taken on the last day of the course, or any time after the course is completed via ProctorU (online) or at an eligible testing center
  • Achieving the ITIL Foundation certificate provides two credits toward your ITIL Expert certification
  • Attendees must hold the ITIL Foundation (V3 or 2011) Certification in order to move on to the Intermediate or Practitioner levels

Course Outline

Service Management as a Practice

Concepts of IT service management

  • The efficient development of new services and the improvement of existing services
  • Good practice
  • Functions, roles and processes

The service lifecycle

  • Design, development and utilization of services
  • Utility and warranty
  • Service design and the business
  • IT and the business integration

ITIL Service Lifecycle

The five core processes

  • Service strategy
  • Service design
  • Service transition
  • Service operation
  • Continual service improvement

The value of the ITIL service lifecycle

  • Integrating the processes throughout the lifecycle
  • Explaining the objectives and scope for each phase

ITIL Core Concepts

Identifying and documenting the services

  • Service portfolio
  • Service catalog
  • Business case
  • Risk
  • Service provider
  • Supplier
  • Service Level Agreement (SLA)
  • Operational Level Agreement (OLA)

Optimizing the infrastructure

  • Service request
  • Change and release
  • Event, alert and incident
  • Known error and Known Error Database (KEDB)
  • Service Knowledge Management System (SKMS)

ITIL Key Principles and Models

Value-creation through services

  • Balancing opposing forces
  • Management information systems and tools

Exploring the importance of people, processes, products and partners

  • Critical success factors
  • Measurement methods and metrics

ITIL Processes

Service strategy

  • Service portfolio management
  • Financial management for IT services
  • Business relationship management

Service design

  • Service Level Management (SLM)
  • Design coordination
  • Service catalog management
  • Supplier management
  • Risk assessment and IT service continuity management
  • Defining the scope of information security management
  • Capacity management
  • Availability management

Service transition

  • Business value, asset and configuration management
  • Explaining the objectives of change management
  • Knowledge management
  • Transition planning
  • Release and deployment management

Service operation

  • Process activities of incident and problem management
  • Request fulfillment
  • Stating the purpose of event and access management

Continual service improvement

  • The seven-step improvement process
  • The Deming Cycle (plan, do, check, act)
  • Critical Success Factors (CSF) and KPIs
  • Types of metrics

Service Management Functions and Roles

Outlining IT organization functions

  • Service desk function
  • IT operations function
  • Technical management function
  • The application management function

Defining service roles

  • The responsibilities of key roles in service management
  • Process owner
  • Service owner
  • Process manager
  • Process practitioner
  • Recognizing the RACI responsibility model and its role in determining organizational structure
  • How service automation assists with integrating service management processes

How to Attend This Instructor Led Training

Free-Enrollment – No advance payment is required to book your seat for this training. Payment can be made 3 day before the training commences.

In the Classroom

Private/Team

0809 210 2900

hi@vsonetedu.com

Training Schedules

Call 0809 221 4410 to find out the schedule for this course

Tuition

Standard: Was ₦250,000 Now ₦ 160,000

Corporate: Contact Us >>

What You Will Get

  • Course Ware
  • Daily Lunch
  • Free Course Exam
REGISTER NOW!
Link to: Get in touch

Any more questions? Feel free to write us a mail!

Our counsellors and advisors can help you arrive at an informed decision of what program best suites your needs.

They are looking forward to having a chat with you

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Beapun | Technology Consulting | Victoria Island, Lagos. Nigeria
Phone: +234 809 210 2900 | Email: info@siliconhalls.com

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