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 Worcester
5 days
£6499

ABOUT Worcester

Worcester is a town in Worcestershire, England. It is a non-metropolitan country. It is a junction point for Gloucester and Birmingham. It is a non-metropolitan district. River Severn flows to the west of the town Centre. The Population of the region is nearly 1 lakh. During civil war era, the Battle of Worchester was the last and most deadly war in the region. The famous composer Edward Elgar also belongs to this place. The world oldest newspaper Berrow’s Worchester journal is published here.

History

Roman Ryknild Street was a trading route in New Stone age. During the 3rd century, most of the Worchester area lost to Roman Empire. Some area had become useless because of the silting of Diglis Basin. It also impacted the industrial production. St. Helen’s is the famous church of the region. The major devastation of the town did happen in 1041 after rebellion for taxation. The cloth industry boomed during the medieval era where 10000 population approximately shifted to this industry and ultimately hub for the corporate world. Worcester was the place of war when Charles II tried to regain the territory. Again he lost. Finally, he escaped to France to save his life. Worcester always fought for a parliamentarian form of government. During late 16th century, the Severn’s river banks got burst and it leads to heavy loss of property. During Second World War time, the role of the city was very prominent. It was termed as the safest evacuation route in case of the German forces invade. The Royal Worcester porcelain company puts off its services in 2009. The medical museum ‘’Infirmary’’ is constructed from old wards infrastructure in 2012.

Governance

Till 2007, the conservatives had control over the council. They lost the control after losing by-election seat to the Labour party. Still, they are leading in councillors numbers with 17 seats out of 35. But it has been Worchester city council that is looking after its administration. Robin Walker of the conservative party is the current MP of this region. The local government structure is formed as a non-metropolitan council.

Climate

It has a mild climate with warm summers and mild winters throughout the year. It also encounters with extreme climatic conditions. The floods came in subsequent years. In the year 2009-2011, it encountered with sub-freezing temperatures and massive snowfalls. The average rainfall of this region is below 600 mm.

Demography and religion

The last population census was done in 2001. Most of the population is white and a large section of society follows Christian religion which accounts 79% of the population. 21% of the population does not follow any religion. Others religions have percentage below 2. The minorities include Bangladeshi, Chinese, Indian, Pakistani and others. This small population makes the diverse group of religious people.

Economy

The economy is favourable to many light industries. During the industrial revolution in 18th century, it got pace in the development project. The glove industry is the suitable example which is accelerating at a constant pace. Other are engineering products, machinery tools, sauce industry and shopping centres.

Transportation

The longest path of the Worcester is M5 Motorway that runs to the north-south corridor. The city is situated at junction 6 and junction 7.  A car traveller can easy access to rest of the region. The capital city is just 118 miles far from it. There are two famous stations of the region i.e Worcester Foregate Street and Worcester Shrub Hill. First Midland Red is the main service provider of the city. There are also a few smaller operators. The major airport near to the city is Birmingham Airport. Another important airport is Gloucestershire Airport.

Overview of ITIL® 2011 Edition

Information Techno...