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

Enquire Program

Fill in the form below & we'd get back to you.

The information you provide shall be processed by Pentagon Leisure (Services) Ltd – a professional training organisation. Your data shall be used by a member of staff to contact you regarding your enquiry.

Please click here for privacy policy.

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 29/04/2019 Milton Keynes
5 days
£3295
ITIL® Foundation and Practitioner 22/07/2019 Milton Keynes
5 days
£3295
ITIL® Foundation and Practitioner 23/09/2019 Milton Keynes
5 days
£3295
ITIL® Foundation and Practitioner 16/12/2019 Milton Keynes
5 days
£3295

ABOUT Milton Keynes

Milton Keynes is a town in Buckinghamshire, South East England, that lies equidistant from London, Birmingham, Oxford, Cambridge and Leicester.  Although the town was found as recent as January 1967 to provide for the more residential area, archaeologists have traced its existence back to the Bronze Age. When the town of Milton Keynes came into existence in 1967 it took under its umbrella the existing towns of Bletchley, Wolverton and Stony Stratford. The town got its name from the  Middle Age village of Milton Keynes which was mentioned as Middeltone in the 11th Century.

The town has a population of 250,00 as of now which is almost 5 times than it was when it came into existence in 1967.The design of this town was created by known urban planners and architects including Lord Norman Foster, Sir Richard MacCormac, Ralph Erskine, Henning Larsen, Martin Richardson and John Winter. The design the created was of a modernist type and used the grid square system.

The town is home to various parkland and lakes which are now known to characterize Milton Keynes now. Though one may find very tall buildings in Milton Keynes today, this was not so until 2004. Earlier, as a rule, no building could be taller than a tree.Milton Keynes is a combination of both the ancient and modern attracts visitors and new residents alike.

Villages and Towns in Milton Keynes

  • Bletchley - first recorded as Blechelai in the 12th century was a major Victorian junction that was the main cause of its development during that period. The villages of Water Eaton and Fenny Stratford also became a part of Milton Keynes later on.
  • New Bradwell – It was built for the railway workers especially to the north of Bradwell, across the canal and the railway, to the east of Wolverton. The old Wolverton to Newport Pagnell Line has now been converted to a Redway, a favourite for cyclists and so named because of the red pathways.
  • Great Linford - mentioned as Linford in the in the Domesday Book as Linford, features a church dating to 1215 AD that is dedicated to Saint Andrew. What is now an arts museum used to be the outer buildings of the 17th-century manor house. The Linford Manor has also become a well-known studio for recording.

Existing Districts and Councils of Milton Keynes

  • Bletchley and Fenny Stratford:, Central Bletchley, Denbigh North, Water Eaton, Denbigh East, Brick fields Denbigh West Fenny Stratford, Granby, Mount Farm, Newton Leys, Fenny Lock
  • Bradwell: Bradwell village, Bradwell, Bradwell Common, Rooksley, Heelands
  • Bradwell Abbey: Rooksley, Kiln Farm, Two Mile Ash, Wymbush, Stacey Bushes
  • Broughton and Milton Keynes: Middleton (including Milton Keynes Village), Pineham, Atterbury, Brook Furlong, Broughton, Fox Milne, Oakgrove, Northfield
  • Campbell Park: Springfield, Fishermead, Newlands, Oldbrook, Woolstone, Winterhill, Willen and Willen Lake
  • Central Milton Keynes: Campbell Park and Central Milton Keynes
  • Great Linford: Blakelands, Conniburrow, Downs Barn, Giffard Park, Bolbeck Park, Great Linford, Pennyland, Downhead Park, Neath Hill, Willen Park, Tongwell
  • Kents Hill, Monkston and Brinklow: Kents Hill, Brinklow, Monkston, Kingston
  • New Bradwell
  • Loughton: Great Holm, Loughton Lodge,  Loughton, Knowlhill
  • Old Woughton: Woughton Park, Woughton on the Green, Passmore
  • Shenley Brook End: Furzton, Emerson Valley, Kingsmead, Snelshall, Shenley Brook End, Westcroft, Tattenhoe Park, Tattenhoe,
  • Shenley Church End: Grange Farm, Crownhill, Melbourne, Hazeley, Oxley Park, Oakhill, Woodhill, Shenley Church End
  • Simpson: West Ashland, Simpson, Ashland
  • Stantonbury: Blue Bridge, Bancroft/Bancroft Park, Linford Wood, Bradville, Stantonbury Field, Stantonbury, Oakridge Park
  • Stony Stratford: Galley Hill, Fullers Slade
  • Walton: Walton, Walton Hall, Caldecotte, Old Farm Park, Brown's Wood, Tilbrook, Tower Gate, Walnut Tree, Walton Park, Wavendon Gate.
  • West Bletchley: Denbigh Hall, Old Bletchley, Far Bletchley, West Bletchley
  • Wolverton and Greenleys: Wolverton, Old Wolverton, Greenleys, Hodge Lea, Stonebridge
  • Woughton: Netherfield, Beanhill, Peartree Bridge, Bleak Hall, Elfield Park, Coffee Hall, Eaglestone, Leadenhall, Redmoor, Tinkers Bridge.

Overview of ITIL® 2011 Edition

Information Techno...