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 27/08/2019 Swindon
5 days
£6499

ABOUT Swindon

Swindon is situated at southwest of England. It is considered to be a big town by geographical area and comes under the jurisdiction of Wiltshire country. It is in the middle of east and west direction i.e Bristol and Reading. It is 78 miles to the capital of United Kingdom. Swindon engaged at a rapid pace in its population during expansion as a town in 1950’s. Swindon residents commonly called themselves as Swindonians and have a library that covers 152 miles of bookshelves. It also has headquarters of the National Trust and the English Heritage National Monument Record Centre. A Honda car industrial plant office situated in this town.

History

During to its initial stage, the town was small and usually did business in barter system. The real business happened on the upper part of the town which is usually known as old town nowadays. During the industrial revolution, it got acceleration and during this period wilts and Berks canal was constructed which helped in the further growth of this town. Thus its sponsorship from Wiltshire Council was put down. All the locomotives of the Great Western Railway took to Swindon works for repair and maintenance. From the late 18th century, a small portion of the salary was collected for healthcare fund. They got medical treatment for themselves as well as for their family. The tallest building of the town was built by a famous figure David Murray John. This building is named after him. Swindon area is very crucial as far as property is concerned. The average household income of people of Swindon is very high.

Climate

Swindon has a climatic condition similar to the British Isles with average moderate mild winters and cool summers due to its latitude position. It is at the elevation of 145 meters above the ground which makes it cool throughout the year. RAF Lyneham is the weather station of the Swindon. It provides an update of day to day basis. The temperature is quite low over here due to its establishment on higher altitude.

Governance

In the month of April 1997, it became a unitary authority. The region of Swindon includes perishable as well as the non-perishable region. It is represented by two Member of Parliament i.e Robert Buckland and Justice Tomlinson far cry from 1997 when there was only one seat.

Geography and Demography

The region is mostly covered by high hills to south and east direction. The river Cole is the famous river in the region. White British with 84% strength is in majority and followed by Asian 7% and black 1.5%.

Economy

The prominent brand of various field such as Honda, BMW, Dolby labs,  Halcrow engineering services, Retailer WH Smith is notable names which have their establishment over this region. They are providing a large number of job opportunities to the regional people. It also has headquartered of country’s space agency.

 Media

The media plays a prominent role in strengthening the pillars of the development. Online media went to extra mile among all other platforms. Swindon has many advertising firms like Swindon Advertiser is prominent among them. Print, radio, and television are the other ones that set up their game with the same pace. There are two transmission regions of the single region i.e The Thames Valley and the West of England. Swindon Viewpoint had been the cable television for the region for 9 years. 

Education   

The borough of Swindon has a number of academic institutions at primary, secondary and technical level. A few secondary schools are commonweal school, the Dorcan Academy and much more. For Higher Education, the services of New College and Swindon College are highly appreciated. 

 

Overview of ITIL® 2011 Edition

Information Techno...