What you will learn
ITIL training provides individuals with a structured approach for developing their competencies in the current and future workplace. The accompanying guidance also helps organizations to take advantage of the new and upcoming technologies, succeed in making their digital transformations, and create value as needed for themselves and their customers.
ITIL 4’s holistic approach raises the profile of service management in organizations and industries, setting it within a more strategic context. Its focus tends to be on end-to-end product and service management, from demand to value.
This course leads to the ITIL® Foundation level certification. Delegates are prepared for the Foundation examination. The Foundation qualification is a pre-requisite for the ITIL Intermediate examinations.
The target groups of the ITIL® Foundation Certificate are:
- Individuals who require a basic understanding of the refreshed ITIL® framework and how it may be used to enhance the quality of IT service management within an organization.
- IT professionals that are working within an organization that has adopted and adapted ITIL®, who need to be informed about and thereafter contribute to an ongoing service improvement programme.
There are no pre-requisites for this course.
Course Learning Objectives
- To provide a basic understanding of the ITIL framework
- To understand how ITIL can be used to enhance the quality of IT service management within an organization
- To enable comprehension and / or awareness of key areas of the ITIL framework:
- To prepare to sit the ITIL Foundation Exam
Exam Pass Mark
The ITIL Foundation examination is a closed- book 60 minute 40 multiple choice question paper. The pass mark is 65% (26 marks required to pass out of 40 available).
Service Management as a Practice:
- Effective development of new services and the enhancement of current services
- Good practice
- Functions, Roles and Methods
Service Strategy: Overall Business Targets and Prospects:
- Types of Service Establishment
- Service Portfolio Management
- Financial Management
- Demand Management
- Business situation
Service Design: Developing an Explanation to Meet the Requirements of the Business:
- Service Catalogue Management
- Supplier Management
- Service Level Management
- Availability Management
- Capacity Management
- IT Service Continuity Management
- Information Security Management
Service Transition: Implementing Service Projects so that Service Operations can Manage the Services:
- Service Asset and Configuration Management
- Change Management
- Knowledge Management
- Release and Deployment Management
Service Operation: Day to Day Business as Normal Activities:
- Incident Management
- Problem Management
- Request Fulfilment
- Event Management
- Access Management
- Functions: Service Desk, Technical Management, Operations Management and Applications Management
Continual Service Improvement: How to Increase the Cost Effectiveness and Efficiency of Service Provision: