itil Intermediate Certification - ITIL® Foundation Training course in India

Overview

This exciting and dynamic 3-day course, fully updated for ITIL 2011, introduces learners to the lifecycle of managing IT services to deliver to business expectations. As well as an engaging, case study based approach to learning the core disciplines of the ITIL best practice, this course also positions the student to successfully complete the associated exam, required for entry into the future ITIL intermediate level training courses.

The ITIL best practice is composed of five core disciplines: Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement. These disciplines represent a service life cycle framework that further enhances alignment to the business while demonstrating business value, ROI and enabling IT to solve specific operational needs.

Course Curriculum

Module 1: Course Introduction

Student and Instructor Introductions
The Service Lifecycle
Course Learning Objectives
Course Agenda
ITIL Qualification Scheme
The Royal Chao Phraya Hotel
Case Study

Module 2: Service Management as a Practice

Module Learning Objectives
Topics Covered in this Module
Best Practices in the Public Domain
ITIL as a Good Practice
Concept of Service
Concept of Service Management
Processes and Functions
The RACI Model
Roles and Responsibilities
Module Summary

Module 3: Service Lifecycle

Module Learning Objectives
Topics Covered in this Module
The Service Lifecycle
Basic Concepts of Service Strategy
Basic Concepts of Service Design
Basic Concepts of Service Transition
Basic Concepts of Service Operation
Basic Concepts of Continual Service Improvement
Exercise — The New Swimming Pool
Module Summary

Module 4: Service Strategy

Module Learning Objectives
Service Strategy in the Lifecycle
Topics Covered in this Module
Basic Concepts of Service Strategy
Principles and Models of Service Strategy
Processes of Service Strategy
Module Summary
End of Module Quiz

Module 5: Service Design

Module Learning Objectives
Service Design in the Lifecycle
Topics Covered in this Module
Basic Concept of Service Design
Principles and Models of Service Design
Processes of Service Design
Exercise — Crossword
Module Summary
End of Module Quiz

Module 6: Service Transition

Module Learning Objectives
Service Transition in the Lifecycle
Topics Covered in this Module
Change Management
Service Asset and Configuration Management
Release and Deployment Management
Transition Planning and Support
Knowledge Management
Exercise — Crossword
Module Summary
End of Module Quiz

Module 7: Service Operation

Module Learning Objectives
Service Operation in the Lifecycle
Topics Covered in this Module
Event Management
Incident Management
Request Fulfilment
Problem Management
Access Management
Service Operations Functions
Exercise — Complaint Handling and Service Recovery
Module Summary
End of Module Quiz

Module 8: Continual Service Improvement

Module Learning Objectives
CSI in the Lifecycle
Topics Covered in this Module
Basic Concepts of CSI
Principles and Models of CSI
CSI - The Seven Step Improvement Process
Module Summary
End of Module Quiz

Module 9: Technology and Architecture

Module Learning Objectives
Topics Covered in this Module
Service Automation
Competence and Skills for Service Management
Competence and Skills Framework
Training
Module Summary

Exam Preparation Guide

Mock Exam

Prerequisite

There are no pre-requisites for this course, although a basic knowledge of Service Management concepts will be helpful.

Target Audience:

IT Professionals, IT Support Staff, Application, Project and Business Managers, Any member of an IT team involved in the delivery of IT Services.

Certification

In order to become an ITIL® Foundation certified professional, one has to appear for the one hour online ITIL® Foundation certification examination that is held on the last day of the training.

The Exam:

This is a one hour online examination comprising of 40 questions. Participants have to score 26 marks (65%) to attain the certification. Candidates will be awarded 2 credits for the same. This is a closed book exam, and electronic devices are not allowed.

Reviews

Traning For:

Individual

Corporate

ITIL® Foundation

Certification Program