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

ABOUT Middlesbrough

Middlesbrough is situated on the bank of river tees, it is also one of the major industrial towns. From small to large ones, the city is also a base of a huge number of industries. It is a unitary form of authority under the ceremonial county of Yorkshire. It comes under a northeast region of England, the United Kingdom. Middlesbrough borough council is now the new administration replacing Cleveland.  The population is 1 lakh 70 thousand as per 2011 census. The larger built-up area of Teesside is recognized as Middlesbrough. The total population of the area is 3 lakh 76 thousand. During the late 18th century, Middlesbrough transformed into county Borough. In 1968, it came with other nearby regions and formed County Borough of Teesside. Middlesbrough F.C is the most followed football club in this region.

History

The history of the region started with the rule of Angles. The Viking settlers came after the rule of Angles. In the early 18th century, it was a small farm. The population of the area was below 30 people. With the passing year of the 19th century, the population underwent rapid growth in the population. Prior to the investment St. Hilda church was the famous religious place until its closure. During early 18th century, it was not much developed. The steelmaking factories and steel products were the main targets in the Second World War. The railway was not functioned for 14 days in 1942. As the time fly, there was a major growth of the town in every aspect such as education, population, transportation and much more. River tees went to extra mile in providing access to transport among other modes of transportation.

Industrialisation

Ironstone was the major discovery during the mid-18th century. The iron deposits found in huge quantity so that it resulted in the set of the various rolling mill in this region. Pig iron pulled a rabbit out of a hat by increasing 10 times for 5 years during the mid-18th century. There were a large number of Irish people who migrated to this country.

Economy

There has been found a large deposit of chemical in this region which ultimately leads to the formation of the various chemical industry. This industry has done exceptionally well. Tees sport also plays a crucial role in the transportation. It is owned by the PD ports company... In the earlier stage of the Second World War, The major loss happened to its economy. Railway and steel industry was the main target during the Second World War.

Governance

During Mid-18th century, it was simply a municipal borough. It became a county borough in the late 18th century. In 1932, a small portion of the area went to county borough. A major portion of it went to the Stokesley Rural District. Andy McDonald is the current MP of this region. At the local level, the mayor looks after the work as the head of the council.

Geography and Climate

Middlesbrough has an oceanic climate owing to its presence near the sea. Due to the Lake District and Pennines to the west, the atmospheric condition is drier with regard to other maritime locations. The good weather condition also reason of the maximum tourists visiting this place.

Transport

The Transport of the Middlesbrough has a very vast network. Most people prefer road transportation. Some leading bus service providers are Arriva North East and Stagecoach.  Majority buses are being controlled by them. Northern and TransPennine are looking after railway network in the region. Newcastle, Sunderland, Darlington, Red car are under control of Northern. Areas such as Liverpool, Leeds, York, and Manchester are under control of TransPennine. The famous roads of the region are A19, A66, A171, and A174.

Overview of ITIL® 2011 Edition

Information Techno...