ITIL® Foundation and Practitioner

Learn and implement concepts of ITIL® Framework

ABOUT THE PROGRAM

ITIL® Foundation and Practitioner course is of 5-days that covers knowledge and exam of ITIL® Foundation and ITIL® Practitioner certification collectively. In ITIL® Foundation part, the delegates will get to know about the basic concept, terminology, processes and principles used in Service Lifecycle. In ITIL® Practitioner part, the delegates will learn how to implement the fundamental concepts that are learnt in the ITIL® Foundation part.

  • ITIL® Foundation and Practitioner course is fully accredited by PeopleCert

  • Delivered by certified and experienced instructors in luxury venues

  • Trusted by many leading brands worldwide

  • Key learning points and tutor support

  • 24*7 help and support

WHAT'S INCLUDED ?

Find out what's included in the training programme.

Includes

Exam(s) included

Exams are provided, as part of the course. Obtaining certification is dependant on passing these exams

Includes

Certificate

Delegates will get certification of completion at the end of the course.

Includes

Tutor Support

A dedicated tutor will be at your disposal throughout the training to guide you through any issues.

PREREQUISITES

ITIL® Foundation

There is no prerequisite for ITIL® Foundation course.

ITIL® Practitioner

ITIL® Foundation certificate is required before attending this course.

TARGET AUDIENCE

The professionals who are working in IT sector and are involved in developing IT services in the organisation.

WHAT WILL YOU LEARN?

  • Apply tools and techniques needed to improve the productivity of the organisation
  • Learn how to implement processes for improving the efficiency of services
  • Use measurement tools and techniques for continual service improvement
  • Identify and implement nine guiding principles

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PROGRAM OVERVIEW

ITIL® Foundation and Practitioner course is a combination of ITIL® Foundation and ITIL® Practitioner course. ITIL® Foundation and Practitioner is fully accredited by PeopleCert. Our trainers are certified and experienced in their domain.

Exam

The exam will be conducted at the end of the training. The delegate has to pass the examination to get certified. The trainer will provide all the details regarding exam during the training. The exam will have the following pattern:

ITIL® Foundation

  • 40 multiple choice questions
  • Passing Marks- 65 percent marks
  • Exam Duration- 1 hour
  • Closed book

ITIL® Practitioner

  • 40 multiple choice questions
  • 70 percent marks required for clearing the exam
  • Exam Duration- 2 hours 15 minutes
  • Closed book

PROGRAM CONTENT

An Introduction: Service Management

  • Service Management Lifecycle
  • Principles of IT Service Management
  • Defining Service
  • Benefits of Service Management in organisation
  • Define Process and its characteristics
  • RACI Model
  • Types of service providers
  • Contracts and suppliers

An Overview: Service Management Lifecycle

  • Service Lifecycle
  • Elements of Lifecycle
  • Link between different life cycle stages
  • Relation between Governance and ITSM

Introduction: Service Strategy

  • Define Service Strategy
  • Service Strategy Process
  • Type of Services involved in the organisation

A Summary: Service Strategy Concepts

  • Service Utility and Warranty
  • Service assets
  • Value creation
  • Factors influencing customer perception of value
  • Service Packages
  • Uses and Structure and of Business case

An Introduction: Service Strategy Process

  • Define Process
  • Demand Management
  • Service Demand
  • PBA and UP
  • Service Portfolio components
  • Service Portfolio Management
  • Financial Management
  • Managing business relations

An Overview: Service Design

  • Define Service Design
  • Roles in Service Design
  • Key concepts and terminologies
  • Service Design process
  • Service Catalogue Management
  • Service Level Management
  • Capacity Management

A Summary: Service Transition

  • Define Service Transition
  • Configuration item
  • Configuration Management System

An Introduction: Service Transition Process

  • Overview and Objective
  • Transition, Planning and Support
  • Change Management and Change Model

An Introduction: Service Operations

  • Overview
  • Events
  • Alerts and Incidents
  • Service Operation Processes
  • Event Management
  • Event Management Process
  • Event Logging and Filtering
  • Manage Exceptional Events
  • Incident Management
  • Process Interfaces
  • Problem Management

Overview: Service Management

  • Key concepts
  • Adopt and Adapt
  • Costs and risks involved
  • Guiding Principles
    • Focus on value
    • Design for experience
    • Start where you are
    • Work holistically
    • Progress iteratively
    • Observe directly
    • Be transparent
  • Collaborate
  • Keep it simple.

An Overview: Service management approach

  • Define Vision
  • Current situation of organisation and objective
  • Results or outcomes
  • Maintaining good work

An Introduction: Change Management in organisation

  • Define Change Management
  • Resistance sources
  • People transition
  • Management of Stakeholders
  • Management of sponsors
  • Managing resistance
  • Reinforcement

An Overview: Metrics and Measurements

  • CSFs and KPIs
  • Metric Cascades and hierarchies
  • Categories of Metric

An Introduction: Communication

  • Introduction to communication
  • Effects of poor communication
  • Good communication and its benefits
  • Principles of communication
  • Types of communication

DATES, PRICES AND EVENTS

Course Name Dates Duration Price
ITIL® Foundation and Practitioner 27/08/2019 Coventry
5 days
£6499

ABOUT Coventry

Coventry is a metropolitan borough in the central England and second largest city in the West Midlands, England. It is the 12th largest city in the United Kingdom with a population of around 345,385 recorded in 2015. The city is located 11 miles north of Warwick, 24 miles southwest of Leicester and 19 miles east-southeast of Birmingham. It is considered among historic counties of England and lies 95 miles northwest of central London.  In 1940, the 14th-century cathedral church was demolished by the German Wehrmacht military forces in 1940 and Coventry Cathedral was built in the city. The motor companies of the city played a significant role in the growth of the British motor industry. The two major universities in the city include the University of Warwick and Coventry University located on the southern outskirts and city centre respectively.

History

The civil parish in the Warwick district, known as Baginton was founded by the Romans and a Saxon nunnery was established by St Osburga in AD 700. Later on, King Canute attacked the Danish Army and the Anglo-Saxon nunnery was left in ruins in the 10th century. The Benedictine monastery was established by the Leofric of Mercia in 1043 and the settlement grew with the establishment of the market at the abbey gates. The 4th captain of Chester Ranulf de Gernon established a Coventry Castle in the early 12th century, known as bailey castle in the city. The first usage of the castle came to light after the Robert Marmion discharged the monks from the adjacent priory of Saint Mary. Later on, the castle was converted into a fortress and became a battle site against the Earl.

The city was considered as the most important city of England and also served as a major centre of the cloth trade during the 14th century. The city also became one of the three major centres of the clock and watch manufacturing in 18th and 19th century. The clock industry declined due to competition from Swiss clock manufacturers and the focus shifted to bicycle and motorbike manufacture along with machine tool and aircraft industries. The city flourished as a leading centre of bicycle manufacturing in the late 19th century. Later on, the bicycle manufacturing was expanded to production of motors and the city became the principal centre of the British motor industry. The Jaguar’s design headquarters is established at the Whitley plant.

The city was the prime target of German bombers during the Second World War and suffered massive air raids occurred on the evening of 14 November 1940 destroyed more than 4000 houses. The Germans named it operation moonlight sonata. The severe bombing raids killed more than 800 people and damaged three-quarters of the industrial plants of the city made thousand people unemployed and homeless. During the Luftwaffe attacks, the city suffered colossal damage in comparison with other cities of the England. The huge firestorms damaged most of the city centre due to the presence of large armaments, aircraft and aero-engine plants.

Education

The city is served by two central universities: Coventry University and the University of Warwick. For further education, the city has three main colleges such as City College, Hereward College and Henley College. The most secondary schools of the city are specialist colleges including Finham Park School, Cardinal Wiseman Catholic School and Language College, Woodlands School and Caludon Castle School. The two oldest secondary schools in the city are Sidney Stringer Academy and President Kennedy School and Community College.

Economy

The city remained as the most important seat of ribbon-making in the United Kingdom and competed internationally with France and locally with cities of Leicester and Norwich. The city is home to various cycle and motor manufacturing companies including The Great Horseless Carriage Company, Triumph motorcycle, Coventry Motette and Swift Motor Company. The major sectors including agricultural machinery, telecommunications equipment, machine tools and aerospace components contributed towards the growth of the economy. Recently, the focus has moved towards the finance, research and development as well as logistics and entertainment.

Overview of ITIL® 2011 Edition

Information Techno...