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

ABOUT Guildford

Guildford, a large town in Southern England is located on the A3 trunk road with a population of around 137,000 according to 2011 census. It is located 27 miles southwest of central London and it forms the Greater London Area’s southwestern tip. The town has been the seat of Borough of Guildford with 146,100 inhabitants recorded in 2015. According to the recent historical survey, Guildford came into existence as a result of a gap where River Wey was crossed over by the Harrow Way in the North Downs.

English Royal Mint was established in 978 AD and remained in the town until part way through the reign of William. The economy of the town boomed after being connected to a network of waterways on the building of the Wey Navigation and Basingstoke Canal. Guildford Cathedral and the University of Surrey were built in the 20th century. Guildford is considered as a robust commercial town and home to major businesses include Allianz and Sanofi, Lionhead Studios, Philips Electronics, Ericsson, Hello Games and Colgate-Palmolive. A number of leading companies including satellite manufacturers, medical and specialist gas providers are based in the Surrey Research Park. 

History

The history of the city traced its roots back to the Anglo-Saxon period. Some Bronze Age remaining including Roman villa has been found in the western Park Barn neighborhood of the town. After the abandonment of Roman period in Britain, Anglo-Saxon settlers developed the settlement as a small town. The population of the settlement grew as an ancient trackway Harrow Way crosses the Wey River by a ford. Although there are no clear pieces of evidence, it is assumed that Guildford Castle depicts the architectural style of Norman period. The layout of the castle was designed to overawe the conquered population. The status of the castle was then changed to the royal hunting lodge and granted to Francis Carter in 1611.

The remaining chamber of Guildford Synagogue was found in the High street in 1995. It is likely to be the Western Europe’s oldest remaining synagogue, but this remains a matter of controversy. The other notable building of the town includes Guildhall, which was built in the 14th century and still stands today. The Council chamber was also added in the existing structure and front façade of the building was decorated by the projecting clock. The Borough Council constructed 18 communal air raid shelters provided first aid and sanitation services during the Second World War.

The two pubs of the town were the prime target of Irish Republican Army and they planted a bomb resulted in the death of a civilian and four off-duty soldiers. Some suspects of this case also known as Guildford Four were found guilty in 1975 and sentenced to long prison sentences. Later on, they were released after a long legal battle and denied their involvement in the bombing. The town entered into the new phase of development in the 21st century and considered as one of the most expensive places in real estate sector in the UK outside London and ranked 9th in the Britain in 2006 for the best place to live in. The town is also ranked 27th for its pleasing and safe shopping destination in the United Kingdom.

Education

Guildford follows three-tier education system and there are several primary, junior and secondary schools in the town include Holy Trinity, Boxgrove Primary school, Guildford County school and Christ’s college. There are some independent schools in the town that include Royal Grammar School, Lanesborough School, Tormead School and Rydes Hill Preparatory School. For higher education, the University of Surrey and the University of Law has their campuses in the town, while other colleges include Academy of Contemporary Music and Guildford College of Further and Higher Education.

Overview of ITIL® 2011 Edition

Information Techno...