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ITIL training in Bangalore at skillmetrix

Ejipura, Bangalore

16,500

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About the Course


SkillMetrix:THE ITIL FOUNDATION CERTIFICATE IN IT SERVICE MANAGEMENT
The purpose of the ITIL Foundation certificate in IT Service Management is to certify that the candidate
has gained knowledge of the ITIL terminology, structure and basic concepts and has comprehended
the core principles of ITIL practices for service management.
The ITIL Foundation certificate in IT Service Management is not intended to enable the holders of the
certificate to apply the ITIL practices for service management without further guidance.!

Topics Covered

Service Management as a practice:
• Concept of Good Practice.
• Concept of a Service
• Concept of Service Management
• Functions, Roles and Processes
• Process model
• Characteristics of processes.
The Service Lifecycle
1. Service Strategy:
• How Service Assets are the basis for Value Creation
• Basics of Value Creation through Services
• Service Portfolio Management (SPM)
• Demand Management
• Financial Management
2. Service Design:
• Understand the importance of People, Processes, Products and
Partners for Service Management
• The five major aspects of Service Design
• Service Level Management (SLM)
• Supplier Management
• Capacity Management
• IT Service Continuity Management
3. Service Transition:
• Service V model
• Change Management
• Service Asset and Configuration Management (SACM)
• Release and Deployment Management
4. Service Operation:
• IT Services versus Technology components
• Stability versus Responsiveness
• Quality of Service versus Cost of Service
• Reactive versus Proactive
• Incident Management
• Event Management

• Request Fulfillment
• Problem Management
• Access Management
• The Service Desk function
• The Technical Management function
• The Application Management function
• The IT Operations Management function (IT Operations Control and
Facilities Management)
5. Continual Service Improvement:
• Plan, Do, Check and Act (PDCA) Model to control and manage quality
• Continual Service Improvement Model
• Role of measurement for Continual Service Improvement
• The 7 step improvement process
Technology and Architecture

Who should attend

Target Group
The target group of the ITIL Foundation certificate in IT Service Management is drawn from:
• Individuals who require a basic understanding of the 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.
This may include but is not limited to, IT professionals, business managers and business process
owners.!

Pre-requisites

There are no formal criteria or pre-requisites for candidates wishing to attend an accredited ITIL® Foundation course, though some familiarity with IT terminology and an appreciation of their own business environment is strongly recommended.

What you need to bring

Candidate should not bring any for class.

During the training we will provide you
Student Handbook (Slide and note) &
Key concept guide (Prepared as per exam focusing on exam as per syllabus)

Key Takeaways

Learning Objectives
Candidates can expect to gain knowledge and understanding in the following upon successful
completion of the education and examination components related to this certification.
• Service management as a practice (comprehension)
• The ITIL service lifecycle (comprehension)
• Generic concepts and definitions (awareness)
• Key principles and models (comprehension)
• Selected processes (awareness)
• Selected functions (awareness)
• Selected roles (awareness)
• Technology and architecture (awareness)
• Competence and training (awareness)
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About the Trainer

Shailesh Wanjara

MBA from Pune University


Service Line:
• IT Service Management
o Trainings , Consulting and Tools
Areas of Practice:
• ITSM implementations
• ITIL Gap Analysis and Consultancy
• ISO 20000 Consultancy
• Various ITIL V2 & V3 Trainings at all levels
• COBIT Trainings
• Project/Program Management
• Business/Systems Analysis
• Data Analysis
• Post-implementation reviews
Industry Lines:
? Telecommunications
? Financial Services
? Technology Services
? Service Management Tools
Education & Certifications:
? MBA from Pune University
? ITIL v2 and v3 foundation certified
? ITIL Service Manager (V2 Manager Certification)
? ITIL V3 Expert Certified
? ISO 20000 Internal Auditor Certification
? CobiT Certified
? PRINCE 2 Certified
Professional Experience:
Shailesh Wanjara is a Senior Consultant in the IT Service Management (ITSM)
practice of SkillMetrix. Shailesh is a hard-working
professional who values his productivity in an organization right from day zero. He is
working towards a successful and rewarding career in consulting organizations to help them realize the true potential of their investments in IT. He has 9+ years of experience in IT domain in ITSM, Server Support, Desktop Support, Networking,Managed Services and IT Infrastructure Services in designing and customizing thesolutions through consulting and training practice. He brings in the experience from
an IT service provider’s & System Integrator’s point of view.
Experience Highlights:
Shailesh has specific experience on various end to end ITIL / ISO 20000 and ITSM
Implementations and consulting projects such as follows:
• One of the largest bank in Saudi Arabia wants to implement BMC Remedy ITSM to
streamline the service support activities of the bank’s IT team. Shailesh was
involved in the project from the conception to delivery in terms of Requirement
Gathering, Understanding Docs, Reporting, Conducting the
Analysis/brainstorming workshops, Communications with the business/user
representatives involved in implementation and User Trainings. He is also
responsible for status reporting and management presentations at end of each
major phase of implementation.
• A software services organization (6,000 employee strength) : Client desired to
have their internal IT support team (@60 members) motivated and trained for
process performance improvements before an ISO 20 000 audit. Shailesh
Delivered an orientation workshop where we secured acknowledgement from the
team for the gap-analysis and agreement for performance improvements targets.
The client team was highly motivated towards performance improvement. The bimonthly
targets set in the last ‘commitment’ session were actually achieved by
the team on an average within 25 days, telescoping one year’s improvement in
less than six months.
• Shailesh has worked with a large technology company as core member of ITSM
practice and implementation. He has done ITIL process consultancy (Gap
analysis, project planning, design) for the company. He was also involved in ISO
20000 work, ITIL Process Design and Implementation, Reporting Design and
implementation.
• He has been involved in ITIL in various roles like: Core Team Member ITSM
Practice and Implementation, ITIL Process consultancy (Gap analysis – specially
for incident and problem management process, project planning, design) Design
and development of ITIL Training Courseware and its delivery Team member
Employee ITIL Certification program.
• Trainings worldwide: Shailesh has delivered trainings worldwide in the areas of
ITIL. He has delivered several trainings in ITIL Foundation, ITIL Service Manager
in India, Middle East and Africa.
Multiple End to End ITIL and ISO 20000 consultancy experience which includes all
aspects of ITIL like Current State and Gap Analysis, Implementation, Pre
Certification Audit, Tool customization guidelines and project planning
Background:
• Total experience of more than nine years
• Spent over 2 years in IT Service operations at various levels.
• Spent Two years as a team member for implementing Remedy (IT Service
Management Tool from BMC Software).
• Worked on Remedy migration projects.
• Worked on enhancement and optimization and utilization aspects of open source
ticketing system OTRS for the one of the employers.
• Has worked on ITIL Framework as trainer, consultant and implementer.
• Have done various assignments on ITIL / ISO 20000 consulting and
implementations along with open source tool like OTRS.
• Has worked on service management tools like Remedy (BMC Software) and also
on Discovery and Event monitoring tool from BMC.
Achievements:
Consulting and Implementation:
• Implemented (On-site Team Member/Functional Consultant) Remedy (ITSM Tool)
at a multinational bank in Saudi Arabia and other various companies with On
site/Offsite model.
• Worked as Subject Matter Expert for the courseware development on ITIL
Foundation, Practitioner & Managers level.
• Played instrumental role in getting many organizations certified for ISO 20000
• Played instrumental role in getting organization accredited for ITIL Foundation,
Practitioner and Managers level
Trainings:
? Training delivery on ITIL V3 Foundation level & Intermediate level, CobiT and PRINCE
2 with passing rate of more than 95 % in India and across the Globe
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Course Id: 23831