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ITIL Foundation Certification Training

Srinivasa Nagar, Bangalore

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About the Course


ITIL V3 Foundation Training

Topics Covered

The ITIL Foundation Certificate in IT Service Management -SYLLABUS

Service management as a practice
• Describe the concept of best practices in the public domain
• Describe and explain why ITIL is successful
• Define and explain the concept of a service
• Define and explain the concept of internal and external customers
• Define and explain the concept of internal and external services
• Define and explain the concept of service management
• Define and explain the concept of IT service management
• Define and explain the concept of stakeholders in service management
• Define processes and functions
• Explain the process model and the characteristics of processes
The ITIL service lifecycle
• Describe the structure of the ITIL service lifecycle
• Account for the purpose, objectives and scope of service strategy
• Briefly explain what value service strategy provides to the business
• Account for the purpose, objectives and scope of service design
• Briefly explain what value service design provides to the business
• Account for the purpose, objectives and scope of service transition
• Briefly explain what value service transition provides to the business
• Account for the purpose, objectives and scope of service operation
• Briefly explain what value service operation provides to the business
• Account for the main purpose, objectives and scope of continual service improvement
• Briefly explain what value continual service improvement provides to the business
Generic concepts and definitions
• Utility and warranty
• Assets, resources and capabilities
• Service portfolio
• Service catalogue (both two-view and three-view types)
• Governance
• Business case
• Risk management
• Service provider
• Supplier
• Service level agreement
• Operational level agreement
• Underpinning contract
• Service design package
• Availability
• Service knowledge management system
• Configuration item
• Configuration management system
• Definitive media library
• Change
• Change types (standard, emergency and normal)
• Event
• Alert (Glossary)
• Incident
• Impact, urgency and priority
• Service request
• Problem
• Workaround
• Known error
• Known error database (KEDB)
• The role of communication in service
• Release policy
• Types of services
• Change proposals
• CSI register
• Outcomes
• Patterns of business activity
• Customers and users
• The Deming Cycle (plan, do, check, act)
Key principles and models
• Describe value creation through services
• Understand the importance of people, processes, products and partners for service management
• Understand the five major aspects of service design
• Explain the continual service improvement approach
• Understand the role of measurement for continual service improvement
• Relationship between critical success factors (CSF) and key performance indicators (KPI)
• Baselines
• Types of metrics
Service strategy
• Service portfolio management
• The service portfolio
• Financial management for IT services
• Business relationship management
Service design
• Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for:
• Service level management (SLM)
• Service catalogue management
• Availability management
• Information security management (ISM)
• Supplier management
• Capacity management
• Design coordination
• IT service continuity management
Content
• Service-based SLA
• Service availability
• Component availability
• Reliability
• Maintainability
• Serviceability
• Vital business functions (VBF)
• Information security policy
• Supplier categories
• Capacity plan
• Business capacity management
• Service capacity management •
• Component capacity management
• Purpose of business impact analysis (BIA)
• Risk assessment
Service transition
• Transition planning and support
• Change management
• Types of change request
• Change models
• Remediation planning
• Change advisory board / emergency change advisory board
• Lifecycle of a normal change
• Service asset and configuration management (SACM)
• Release and deployment management
• Four phases of release and deployment
• Knowledge management
• Data-to-Information-to-Knowledge-to-Wisdom (DIKW) & SKMS
Service operation - Processes
• Event management
• Incident management
• Request fulfilment
• Problem management
• Access Management
Service operation – Functions
• Service desk
• IT Operations Management
• Technical Management
• Application Management
Continual service improvement
• Key Principles of CSI
• The seven-step improvement process


Who should attend

Any Individual interested to get ITIL certificate

Pre-requisites

We will start from the basic

What you need to bring

We will provide required stuff

Key Takeaways

ITIL Certificate
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About the Trainer


1. ITIL V2 Masters
2. DMAIC GB training
3. Finance for Managers by RPG group in IIM, Calcutta.
4. Cisco routers (ICRC and ACRC)
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Course Id: 17827