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