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 Gloucester
5 days
£6499

ABOUT Gloucester

Gloucester is the non-metropolitan county of Gloucestershire with a population of around 121,900 according to 2011 census. It is a 53rd populous city in the United Kingdom. It is situated near the Welsh border on the eastern bank of the Severn River. Gloucester is a city in the southwest England and lies between the Forest of Dean and the Cotswolds rural area. Roman Emperor Nerva founded the city in AD 97. The first charter was granted to the city in 1155, gave the inhabitants the same rights as the civilians of London and the second charter gave the freedom of passage on the Severn River. The town’s economy is largely based on the service industry. The city is said to have been dominated by the aerospace industry in its earlier times.

History

The early settlement of the city found its root back to the Roman period. Romans built the Glevum, a Roman fort that became a colonia of retired legionaries. The number of remains, parts of the walls and coins have been discovered, and other Roman artefacts and tombstones are stored in the Gloucester City Museum. During the 4th century, Celtic Dubonni tribe had taken control of the city after the withdrawal of the Roman Empire. Until 584, the city became a part of Wessex in the Anglo-Saxon Chronicle. The city derived its name from the Anglo-Saxon fort.       

In 577, the Saxons occupied the city. Its geographical location and the foundation of St Peter abbey contributed towards the growth of the town. The city was a borough with a castle before the Norman invasion of England. The remains of Northumbria King, Saint Oswald, brought to the small church at the beginning of the 10th century, attracted many pilgrims to the town. Recently, a unique coin was discovered in the north of the city dates back to 1077-80. The city had a large fishing industry in the medieval period. The main export was wool, leather, weapons and tools at that time. During the 14th century, the most significant period began in the history of the town with the convention of Parliament in Gloucester. The two grammar schools were built in the city in the 16th and 17th century: Sir Thomas Rich’s School and the Crypt School.

Transport

M5 motorway serves the Gloucester and runs to the east of the city. The north, central and south city is also served by Junction 11, Junction 11 a and Junction 12 respectively. The A38 connects the town with the cities of Bristol and Tewkesbury (civil parish in Gloucestershire) and runs to the north-south of the city, while A40, A46, A417 links Gloucester with the towns of Cheltenham, Monmouth and Cirencester. The city was the lowest bridging point on the river before the construction of Severn Bridge in 1966. The central railway station serves the city of Gloucester in England and connects to the cities of Reading, Nottingham, London, Cardiff and Birmingham.

Industry

Historically, the city was dominated by the aerospace business. The Gloucestershire Aircraft Company renamed as Gloster Aircraft Company in 1926 as international customers found difficult to pronounce ‘Gloucestershire’. The aviation history is celebrated by the sculpture in the city centre. The city is home to the large insurance company Ecclesiastical Insurance and Allchurches Trust, a large national charity in the United Kingdom. The TSB Bank and Lloyds Banking Group have their offices located in the city. A Business Park is located on the periphery of the city and has close links to the A417 and M5. The big brands including Detica, Direct Wines, Ageas and Fortis have their presence in the business park. The industrial history of the city is celebrated at the National Waterways Museum with interactive displays and canal boats.

Attractions

The famous places to visit in the city include Gloucester Cathedral, The Museum of Gloucester, National Waterways Museum, Gloucester Quays and Docks, Gloucestershire Arts and Crafts Centre, Jet Age Museum, Prinknash Abbey, The Barn Owl Centre and much more exciting locations.

Overview of ITIL® 2011 Edition

Information Techno...