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 Dunfermline
5 days
£6499

ABOUT Dunfermline

Dunfermline, city situated in the core of Fife, Scotland, the United Kingdom.  As per the 2011 population census, the population stands approximately 49,706. The next census of 2015, showed Dunfermline’s population was around 50,380. The population of the Dunfermline makes the largest locality in Fife. It stands on the tenth rank  in Scotland, United Kingdom

The Dunfermline town first came into the existence in the 11th century.The town has so many historical importance and leisure facilities of the town are world class. It attracts thousands of tourists every year. The main focus of employment is to the tertiary sector. It contributes the lion’s share of employers and known as Sky UK. The Other major job opportunities are provided by Best Western, Amazon, FMC Technologies, Lloyds and Nationwide in Dunfermline.

History

There have been many stories behind the explanation of the name of the city “Dunfermline”. The first half comes from Gaelic, ultimately means a hill. The rest of the word means Problematic. The midterm classified as another name of the Tower burn as per records of the medieval era.

The city has experienced rapid expansion since beginning of the 20th century. The prominent area was Expansion corridor on the eastern  front of the tow. There is the plan to expand the M90 road corridor till the deadline of 2022. The number of developments also include built of 6000 homes, 3 new schools, new community infrastructure, and the Fife Leisure Park employment land

Today, the town is also recognized as the dormitory town and the main center for the west Fiffe area. Apart from this, Shopping malls, major public park, college campus at Halbach. The prominent online retailer Amazon.com has opened a major outlet in the city.

Sport

Dunfermline is home to various sports and games such as  Professional rugby, Football, and cricket teams. East End Park is reserved for the Dunfermline Athletic football team to get ready for Scottish Championship. The team becomes prominent after winning Scottish Cup two times in 1961 and 1968 and gained a lot of respect among the local community. A cricket club is also based at Carnegie Cricket Ground which is an athletics ground at Pitreavie. Edward training pool also has new 25 meters 6 land deck level pool with movable floor. There is an improved entrance and reception area with new gym and a new cafe.

Education, Landmarks and Notable Buildings

There are total 14 primary schools and 4 secondary schools in the region. Rest of the education sector is being given by the private school. Calaiswood ASN School especially meant for children so that maximum take care can be given to maintaining health norms and learning methods.

The Oldest secondary school in town is Dunfermline High School that was established in 1816. This school was transformed and renamed as Queen Anne Street. Since 1994, This School serves both western and southern parts of town. In Wellwood towards the north-west area of the town, Queen Anne High School is located. In 1972, Woodmill High School was updated which was originally a junior secondary school. The school was developed in Priory Land. In 1969, St Columba’s high school become one of two Roman Catholic secondary schools in the region. School server people are living in West Fife. Fife College provided further education and was known as Lauder Technical School in 1899 and Andrew Carnegie provided its funding. In 1910, the textile school was founded and funded by Carnegie. Later it was known as Technical School in 1927. In 1951, the school recognized as a technical college. Later on,  The college was renamed to Lauder College. In 2007 it became Carnegie College.

The Scoto-Normon monastic architecture, Dunfermline Abbey is A listed building. It attracted lion’s share tourist of the United Kingdom.

 

Overview of ITIL® 2011 Edition

Information Techno...