Course Introduction

ITIL® Foundation and Practitioner course is a blended learning program for service management professionals. ITIL Certified Professionals learning the course will be able to understand ITIL® best practice along with understanding how to implement service enhancements in their organisations.

ITIL® Foundation and Practitioner

Best Practice Training brings you ITIL® Foundation and Practitioner course that will give you the best opportunity to develop your service management skills to apply ITIL® in your organisation. The course includes case studies and accelerated learning techniques for having a clear picture of the concepts associated with the course. Post the course, you will have a certification exam that you need to pass to get certified in ITIL® Practitioner. All details regarding the exam will be provided during the course.

Examinations:

ITIL® Foundation examination:

  • 1 Hour duration
  • Closed book
  • 40 question (Multiple choice questions)
  • Passsing perentge is 65%

ITIL® Practitioner examination:

  • 1 hour and 45 minutes duration
  • 40 scenario-based ((Multiple choice questions)
  • Passing percentage is 70%

Note: Participants must carry a photographic identification with them on the day of the exam (passport, driving license or student card).

Course Content

Overview of Service Management

  • Service Management Life cycle
  • 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

Overview of Service Management Lifecycle

  • Service Lifecycle
  • Elements of Service Lifecycle
  • Link between different Service Lifecycle stages
  • Relation between Governance and ITSM

Overview of Service Strategy

  • Define Service Strategy
  • Service Strategy Process
  • Type of Services involved in the organisation

Overview of 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

Overview of Service Strategy Process

  • Define Process
  • Demand Management
  • Service Demand
  • PBA and UP
  • Service Portfolio components
  • Service Portfolio Management
  • Financial Management
  • Managing business relations

Overview of Service Design

  • Define Service Design
  • Roles in Service Design
  • Key concepts and terminologies
  • Service Design process
  • Service Catalogue Management
  • Service Level Management
  • Capacity Management

Overview of Service Transition

  • Define Service Transition
  • Configuration item
  • Configuration Management System

Overview of Service Transition Process

  • Overview and objective
  • Transition, Planning and Support
  • Change Management and Change Model

Overview of 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 of 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

Overview of Service Management Approach

  • Define Vision
  • Current situation of organisation and objective
  • Results or outcomes
  • Maintaining good work

Overview of Change Management in Organisation

  • Define Change Management
  • Resistance sources
  • People transition
  • Management of stakeholders
  • Management of sponsors
  • Managing resistance
  • Reinforcement

Overview of Metrics and Measurements

  • CSFs and KPIs
  • Metric Cascades and hierarchies
  • Categories of Metric

Overview of Communication

  • Introduction to communication
  • Nature and scope of good communication
  • Good communication and its benefits
  • Principles of communication
  • Types of communication

What's Included

Exam(s) included

Exam(s) included

Key Learning Points

Key Learning Points

Certificate

Certificate

Prerequisites

Delegates will have access to video-based ITIL® Foundation learning course. They need to ensure that they have reviewed the course which includes a minimum of 6 hours of learning before attending the course. Completing this pre-course element is a must during the course. Completing all pre-course material is essential for strong course attendance.

Target Audience

The course is targetted at professionals  who wish to achieve excellence in business performance improvement

Delegates Will Learn How To

After this course, you will be able to:

  • Use IT Service Management concepts
  • Apply ITSM guiding principles in real-world context
  • Use CSI approach for managing improvements in a given organisational context
  • Communicate effectively for continual service improvement
  • Know the use of ITIL® Practitioner toolkit and learn how it can be applied throughout the CSI approach

Training Solutions at Your Convenience

Our objective has always been to address and resolve the problems of our learners in an efficient manner and improve their learning prospects. We are accustomed in providing training courses as per our learner’s convenience. We love every opportunity to use our experience to resolve difficulties confronted by learners.

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Duration: 4 Days*

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ITIL® Foundation and Practitioner

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Reach Us at 023 8000 1008 or info@bestpracticetraining.com for more information.

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6 Months Access - £109

Extend your access to match your schedule.

1 Year Access - £164

Give yourself as much time as you need to complete the course

ITIL® Foundation and Practitioner

hours

40 Hours (on average)

days

90 Days Access

administration

40 Hours (on average)

  • Course Price

    £1095

  • add-ons Price

    £0

  • Sub-Total

    £1095

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You will have access to the platform for 90 days from the date of purchase.

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