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 27/08/2019 Wokingham
5 days
£6499

ABOUT Wokingham

Wokingham meaning ‘Wocca's people's home', situated 6 3 km from London to its West, and having a population of 30,690 is a market town. Wokingham, before 1974 when the local government was reorganized, was a borough. To form the current Wokingham District, it merged in 1974 it merged with Wokingham Rural District. Wokingham achieved the status of a borough in 2007.

Governance:

Northern Wokingham, at one time, was a detached part of Wiltshire that extended into the centre of the town – the area currently occupied by the Norreys, Bean Oak and Dowlesgreen estates. In 1844 it became a part of Berkshire. The then existing parish, in 1894, was divided into rural and urban civil parishes.

The Municipal Corporation Act of 1835 left Wokingham unformed. The Act was reformed in 1883. Due to the Local Government Act 1972, in 1974,  Wokingham and Wokingham Rural District merged to form the non-metropolitan district of Wokingham.  Formed as a unitary authority in 1998, the district has 54 elected councillors presided over by an elected councillor who manages the district and chairs (as a Chairman) all the meetings for a full year. The elections take place in three out of four years for the Chairman Councillor. Since 2002, the Conservative party has been in the seat with a majority. The Shute End is home to the Borough Council Offices in Wokingham.

Topography:

Located on the Emm Brook kin the Loddon Valley in central Berkshire, Wokingham is 33 miles west of central London and between the towns of Reading and Bracknell. Wokingham originally happened to be just a piece of agricultural land on the western front of the Windsor Forest. Wokingham’s soil is rich in loam and has a subsoil of gravel and sand.

The Wokingham town centre is replete with residential areas in almost every direction. The residential areas in the east are home to Dowlesgreen, Norreys, Keephatch and Bean Oak, in the west are Woosehill and  Emmbrook in the northwest. To the south, the areas include Wescott and Eastheath. Other residential areas include Woodcray and Luckley Green which have been present for a long time.

The last 8 decades have seen a lot of development in Wokingham. Dowlesgreen and Woosehill were built on farmland in the late 1960’s to the early 1970’s. Bean Oak was also developed during the same period. Keephatch came to be built in the '90s decade. The Norreys Estate came into existence in the 1960s. The  Norreys Avenue is. however, the oldest residential road having been built in the 1940’s. Norreys Avenue shaped as a horseshoe is located on Norreys Manor (now demolished). Because of this much of the manufactured houses were styled like those belonging to the 1940’s.The road also is home to some brick houses and to three blocks for police residential quarters.

Charities

Wokingham is home to a number of charities helping the needy. The list follows:

  • The Lucas Hospital: It is an almshouse founded in 1663 for helping sixteen elderly men who came here from the neighbouring location.
  • Wokingham United Charities: This charity provides various grants to people who live in the Wokingham area. They help them by getting rid of their poverty, distress and hardship. Besides they also provide shelter to the needy.
  • The Rotary Club of Wokingham: The club form a part of the Rotary International. It’s members take on many activities to raise funds for distributing to the needy whether locally or worldwide.

Churches

  • Wokingham Baptist Church
  • Wokingham Baptist Church
  • St Paul's Church
  • Wokingham Methodist Church
  • Christchurch Wokingham (CofE)
  • Woosehill Community Church
  • Norreys Church
  • Paul's Church (CofE)
  • Kings Church Wokingham
  • All Saints' Church (CofE)

Manors :

  • Evendon's Manor
  • Keep Hatch (demolished)
  • Norreys' Manor now named as Norreys Avenue )

Overview of ITIL® 2011 Edition

Information Techno...