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 12/08/2019 Liverpool
5 days
£2895
ITIL® Foundation and Practitioner 18/11/2019 Liverpool
5 days
£2895

ABOUT Liverpool

Liverpool city is located in northwest region of England. As per the last population counting of city, It stands nearly 4, 80,000. It is also acknowledged as one of the largest metropolitan cities of England. Liverpool city council is looking after the development work of the city. It is also a highly populated district within the area of the metropolitan county of Merseyside. As far as population is concerned, It is the most populated region of the United Kingdom. Nearly 1880, It transformed into the city from the borough. After 9 years as a city, it became county borough and got totally separated from Lancashire. The growth of the city did happen during the industrial revolution. Industrial revolution embarked on various other industries in the region.

It ultimately helped in the creation of job opportunities. During the 19th century, Most of the emigrants of the United Kingdom including Ireland used this major Liverpool Port to move in the United States. There have been a lot of fan following of The Beatles (the English rock band) and other rock bands from Mersey beat era which further brings a lot of tourists in the city. It helps in boosts of the tourism sector of the country. Liverpool F.C and Everton are two famous football club of the region. The locals are very enthusiast while cheering their local football club in different leagues. All the entertainment programs are being held at Mathew street.

History

The letter patent issued during the beginning of 12th century announced the real foundation of the Borough of Liverpool. By the mid 16 century, the population of the town was 500. King John designed street plan for Liverpool. The history of Liverpool commenced since 16th century Tudor building and modern day architecture styles. The English Heritage site described the richness of architecture in the city. In 18th century, The Liverpool railway commenced its services for locals. The number of Irish migrants were migrated during the famine of 1840 from the region. Great Britain was a major market for cotton to the whole world. In 2014, An International festival was organized under the supervision of Prime Minister Leadership. It was acknowledged as world’s biggest business event

Economy

The location of the city gives her all the advantages. Being situated in the Centre, Liverpool get access from all the nearby cities as they set up their infrastructure there. This is the reason for strong economy of the city. The Liverpool city has one of the largest economies, per capita incomes, GDP’s in the Great Britain. Since 1995, the economy of the Liverpool was strong with GVA 72% from 1995 to 2006. The employment rate rose to 13% between 1998 and 2006. Both the private and public sector grew well in Liverpool region. Near about 60% people engaged in services or tertiary sector such as public administration, banking, finance, health, insurance, and education sectors. Among them banking, finance, and insurance did well and developed more.

Government

Liverpool city administration works on dual system of Mayor and Cabinet. Joe Anderson and Roz Gladden are the present Mayor and Lord Mayor of the region respectively.  They are also looking after the administration work in the Liverpool city region combined authority, The National government unitary authority, the European Parliament when functions of Merseyside county council was put off and it rose to district borough level . Departments such as Fire Brigade, Police, and rescue services manages at the country level.

Sports

Liverpool city is the most successful city in terms of the Football talent and championship. Both the clubs Liverpool F.C and Everton F.C have won several titles and championship. Wayne Rooney is the most followed football player of the Liverpool F.C. the other prominent sport of the region is boxing. The World’s most famous Steeplechase is being held at Aintree. It held in the month of April every year. Golf and Greyhound racing also played with same zeal in the region.

 

Overview of ITIL® 2011 Edition

Information Techno...