COURSE BROCHURE. ITIL - Foundation Training & Certification
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1 COURSE BROCHURE ITIL - Foundation Training & Certification
2 What is ITIL? ITIL (Information Technology Infrastructure Library) is a body of knowledge and set of best practices for successful IT service management. It provides guidance for: Converting innovative ideas and concepts into services for customers Solving problems with effective and enduring solutions Controlling costs and risks that could otherwise destroy the value created by the service Learning from successes and failures to manage new challenges and opportunities ITIL is the result of the UK government s Cabinet Office documenting a set of processes and procedures for the delivery andsupport of high quality IT services, designed and managed to meet the needs of an organization. ITIL can be adopted by an organization and adapted to meet its specific needs. Who Should Attend? This course is for professionals seeking the opportunity to enhance their careers by achieving certification in ITIL Foundation. This course is especially useful for: IT Managers, IT Consultants,Application Developers Project Managers, Business Professionals Systems Integrators, Business Analysts IT Operations Managers, Service Desk Managers IT Operations and Support Professionals
3 Benefit of ITIL Provides a single documented framework for IT best practices that flow across the IT organization. Reduces IT costs and justifies the cost of IT quality and supports improvement of user productivity. Supports ability of IT to measure and improve internal performance and service provisioning. Improves communication and information flow between IT and the organization and business departments and identifies roles and responsibilities for IT Service Management. Improves ability of IT to adjust as business opportunities and challenges are presented. Improves relationship of IT with the business - builds trust. 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 The ITIL service lifecycle Generic concepts and definitions Key principles and models Selected processes Selected functions Selected roles Technology and architecture Competence and training
4 Course Contents 1 ITIL OVERVIEW ITIL History Components of ITIL Type of Services Classification of Services IT Service Management (ITSM) Management Technology and Architecture 4 SERVICE TRANSITION Service Transition Lifecycle Stage The Change Management The Release and Deployment Management The Service Asset and Configuration Management Knowledge Management 2 SERVICE STRATEGY 5 SERVICE OPERATION FUNCTIONS Service Strategy Lifecycle Stage Service Operation Lifecycle Stage Service Portfolio Management The Service Desk Function The Demand Management The Technical Management Function The IT Financial Management Return on Investment The Application Management Function The IT Operations Management Function 3 SERVICE DESIGN 6 SERVICE OPERATION PROCESSES The Event Management Service Design Lifecycle Stage The Service Catalog Management The Incident Management The Request Fulfillment The Access Management The Service Level Management The Availability Management The Capacity Management The Information Security Management (ISM) The IT Service Continuity Management (ITSCM) The Supplier Management 7 The Problem Management CONTINUAL SERVICE IMPROVEMENT The Continual Service Improvement Model IT Governance across the Service Lifecycle Lifecycle Stage VDJI Concept PDCA Cycle The Seven-Step Improvement
5 Certification ITIL Foundation Certification Information: Exam Duration: 60 Minutes Exam Format: Multiple Choice Number of Questions: 40 Exam Pass Mark: 26 out of 40(65%) Level of Qualification: Foundation Electronic Devices Permitted: No Open Book: No Prerequisite There is no defined eligibility criterion for ITIL Foundation exam. Professionals, who require a basic understanding of theitil framework and are willing to enhance the quality of IT Service Management within an organization, can opt for ITILFoundation certification. Contact Us USA Office : India Office: info@wiselearner.com
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