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 15/04/2019 Darlington
5 days
£6499
ITIL® Foundation and Practitioner 23/04/2019 Darlington
5 days
£6499
ITIL® Foundation and Practitioner 07/05/2019 Darlington
5 days
£6499
ITIL® Foundation and Practitioner 28/05/2019 Darlington
5 days
£6499
ITIL® Foundation and Practitioner 27/08/2019 Darlington
5 days
£6499

ABOUT Darlington

Darlington is a large and historic market town and county in North East England with a population of around 92,363 according to 2011 census. It is located on the Skerne River, known as the tributary of the Tees River. The town lies on the south Durham which is close to the Tees River, also serves as a border between the Yorkshire and Durham. The two main rivers pass through the town: Skerne River and Tees River. The neighbouring towns surround the town are Stockton, Newton Aycliffe and Bishop Auckland.

The local historical Christian group and Religious Society of Friends Quaker families played the crucial role in the development of the town in the Georgian and Victorian period. The World’s first steam locomotive passenger railway ‘Stockton and Darlington Railway’ was introduced by Quaker. The town is also known as Darlo. The town is surrounded by several suburbs include Harrowgate Village, Firthmoor and Skerne Park, Faverdale and the West Park. The twin towns of the Darlington are Amiens in France and Mulheim an der Ruhr in Germany. 

History

The early settlement of the town traced its root back to the Anglo-Saxon period. It has been suggested that the town derived its name from the Saxon Dearthington meaning the settlement of the people of the Deornoth. The name of the town replaced by new name Derlinton during the Norman era. It is also known as Darnton in 17th and 18th century. The most important English church ‘St Cuthbert Church’ is built in the city in 1183 and listed as Grade I building, while the oldest church St Andrew was established in 1125 around the Haughton area of Darlington.

Darlington continued to grow as a small market town by the early 19th century. The Backhouse and Pease families, the strong Quaker families were significant employers of the town. The industrialist Joseph Pease constructed the clock tower, the famous landmark of the town in 1864. The face of the clock and tower bells were produced by T. Cooke and Sons and John Warner and Sons respectively. The tower bells of the clock tower are considered as sister bells placed inside the Elizabeth Tower at the Houses of Parliament, also known as Big Ben in London.

The town is also recognised for its corporation with the modern railway and this event is celebrated at Railway Centre and Museum of the Darlington. The town became the significant centre for manufacturing of railways in the 18th century. In 1825, Locomotion No 1 engine of George Stephenson was designed for passengers and goods and travelled between Stockton-On-Tees and Shildon via Darlington. The Hopetown Carriage Works was established in the town for supplying locomotives to the Darlington Railway. The three major works were developed in the town including Darlington Works, Faverdale Wagon Works and Robert Stephenson & Company.

The bridge building and engineering also played a significant role in the growth of the town. The headquarter of the large engineering firm Cleveland Bridge and Engineering Company is also located in the town and built Sydney Harbour Bridge, Tyne Bridge and the Humber Bridge.  The town is home to the leading engine building firms and industrial headquarters of AMEC.

Economy

The town is home to the largest private sector employer EE (Everything Everywhere) British mobile network operator and provided job to more than 2500 people. Other major employer of the town are Student Loans Company hired more than 100 people. Large engineering firms are based in the town such as Cleveland Bridge, Cummins, AMEC and Argos. Many modern and developing industries are also growing in the town including information technology. Recently, the town is also ranked one of the economically important places in England by BT Group and to accomplish superfast broadband rollout project, BT group have installed underground fibre-optic cables.

Overview of ITIL® 2011 Edition

Information Techno...