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 11/02/2019 Leeds
5 days
£3295
ITIL® Foundation and Practitioner 25/03/2019 Leeds
5 days
£3295
ITIL® Foundation and Practitioner 24/06/2019 Leeds
5 days
£3295
ITIL® Foundation and Practitioner 23/09/2019 Leeds
5 days
£3295
ITIL® Foundation and Practitioner 02/12/2019 Leeds
5 days
£3295

ABOUT Leeds

Which still Leeds derives it name from the old Brythonic word Ladenses that stands for  "people of the fast-flowing river". The river being mentioned here is the River Aire which still flows through Leeds. Originally Leeds referred to a forested area in the 5th to the 7th centuries.  The citizens of this city are known as Loiners. They are sometimes also reffered to as Leodensians which is derieved from the city’s Latin name. In Welsh, it is said to be derieved from the word Ilod which means “a place”.  Leeds has a population of 2.3 million.

As of today, Leeds economy is the most varied of all the UK's main employment centres. Jobs in Leeds have grown at a faster pace than elsewhere specially in the private-sector. Leeds stands third on the podium when it comes to jobs area. It had 480,000 in employment and self-employment at the start of 2015. Leeds is also ranked as a gamma world city by the Globalization and World Cities Research Network. It is also known as a hub of culture, finance, and commerce in the West Yorkshire Urban Area. There are four universities in Leeds – The University of Leeds, Leeds Beckett University, Leeds Trinity University and the University of Law. In the United Kingdom, the total number of students in Leeds stands at the fourth place.

Cinema in Leeds

First of all it was in the October of 1888 that Louis Le Prince using his single lens camera shot moving picture sequences known as the Roundhay Garden Scene and a Leeds Bridge street scene. These were developed on Eastman’s paper film. The film festival held at Leeds nowdays and called Leeds International Film Festivals International has a Short Film Competition that is named after Louis Le Prince. The second person to do so was Wordsworth Donisthorpe who like Prince had a strong connection to the Leeds Philosophical and Literary Society. Donisthorpe applied for a patent for his camera that could capture moving images twelve years earlier to Prince's.

Leeds has been known to host the rich film exhibitions now and then. Besides hosting the Leeds International Film Festival and Leeds Young Film Festival, it plays host to many independent cinemas and pop-up venues for screening films. The two movie houses -  Cottage Road Cinema and Hyde Park Picture House – have since the early 20th century been showing and are ranked among the oldest cinemas to do so in the whole of UK.

Culture

Leeds has been home to many artists such as Kenneth Armitage, John Atkinson Grimshaw, Jacob Kramer, Barbara Hepworth, Henry Moore and Edward Wadsworth, who belonged to diverse fields. The history of art exhibitions in Leeds goes far beyond the 1888 when the first art gallery opened in Leeds. A series of exhibitions termed as 'Polytechnic Exhibitions' were regularly held from 1839. Established in 1903 and lasting upto 1923 the Leeds Arts Club founded by Alfred Orage had members which included Jacob Kramer, Herbert Read, Frank Rutter and Michael Sadler. This club advocated the philosophy of Friedrich Nietzsche, and German Expressionist ideas about art and culture. Noted sculptors Barbara Hepworth and Henry Moore started their carrersr in the 1920’s at the Leeds College of Art.

The club acted as a centre for essential art education in the middle of the 20th century guided by artists such as Harry Thubron and Tom Hudson, and the art historian Norbert Lynton. In the 1970s the Leeds College of Art split from the college to form the center of the new multidisciplinary Leeds Polytechnic which later came to be known as Leeds Beckett University. The University of Leeds served as the alma mater of Herbert Read, one of the leading international theorists of modern art. It was also  the place where Marxist art historian Arnold Hauser taught from 1951 to 1985. Leeds acted as a centre for radical feminist art, with the Pavilion Gallery, which opened in 1983, showing the work of women. The University of Leeds School of Fine Art was another center dedicated to the development of feminist art history in the late 1980’s and 90’s.

Overview of ITIL® 2011 Edition

Information Techno...