ITIL v4 Foundation

@ InnoventSys

+94 77 7849438

3 Days

65,000

Course Description

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.

Audience

IT Management, IT Support Staff, IT Consultants, Business Managers, Business Process Owners, IT Developers, Service Providers, System Integrators.

Learning Objectives

At the end of this course, you will be able to;

  • Comprehend Service Management as a practice
  • Understand the Service Lifecycle
  • Know the generic concepts and definitions
  • Understand the key principles and models used behind selected processes
  • Identify the selected processes
  • Understand the selected functions and roles
  • Comprehend the technology and architecture of the Service Lifecycle
  • Comprehend competence and training

Prerequisites

None, although a familiarity with IT service delivery will be beneficial.

Course Materials

For Participants

  • Course Book (eBook and printed)
  • Devops in an ITSM Environment - First Aid Kit (eBook)

For Instructors

  • Instructor Guide
  • Presentations

Course Agenda

Day1

  • Course Introduction
  • Service Management as a Practice
  • Service Lifecycle
  • Service Strategy
  • Service Design

Day2

  • Service Design
  • Service Transition
  • Service Operation

Day3

  • Service Operation
  • Continual Service Improvement 
  • Technology and Architecture
  • Exam Preparation Guide
  • Course Evaluation
  • Exam (optional)

Course Outline

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 Prerequisites

  • Accredited Foundation training is strongly recommended but not a prerequisite
  • A review of the course content via self-study prior to taking the exam is recommended


Level
Location
Colombo
Category
Address
258E, Pahala Biyanwila , Kadawatha

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