ITIL® v3 Foundation and ITIL® v3 Practitioner Combined

This courseware is available in a Virtual Classroom configuration.

The exciting combination of ITIL Foundation and ITIL Practitioner is a complete package for learning and adopting the core disciplines of the ITIL best practice….

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Certificate ITIL® Foundation and ITIL® Practitioner
Duration 6 days (3 days Foundation, 3 days Practitioner
Delivery Blended, Classroom, Virtual Classroom
Accreditor PEOPLECERT
Languages English

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What is included in ITIL® v3 Foundation and ITIL® v3 Practitioner Combined

Course Description

The exciting combination of ITIL Foundation and ITIL Practitioner is a complete package for learning and adopting the core disciplines of the ITIL best practice. Both courses are case-study driven and facilitate strong comprehension of the concepts.

During this 6 day course, individuals, teams, and organizations learn about the five core disciplines of ITIL: Service Strategy, Service Design, Service Transition, Service Operations, and Continual Service Improvement. The five disciplines represent a service lifecycle framework that further enhances alignment to the business while demonstrating business value, improving ROI, and enabling IT to meet specific operational needs. Consequently, the disciplines help address the challenges that arise from IT Service Management (ITSM) improvement initiatives.

Course Information

Certification: ITIL® Foundation and ITIL® Practitioner

Duration: 6 days (3 days Foundation, 3 days Practitioner

Domain: Service Management

Delivery Method: Blended, Classroom, Virtual Classroom

Accreditor: PEOPLECERT

Available Languages: English

Purchase Options: Pay Per Use Courseware

Audience

  • IT Managers
  • 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:

  • Identify the key principles and concepts of IT Service Management.
  • Identify the benefits of implementing ITIL in an organization.
  • Identify the Service Management processes and how they map to the Service Lifecycle.
  • Identify the basic concepts and definitions related to the Service Lifecycle.
  • Identify the activities and roles involved with the Service Lifecycle.
  • Identify the relationship of each component of the Service Lifecycle and how they map to other components.
  • Identify the factors that affect the effectiveness of the Service Lifecycle.

 

Course Outline

Module 1: Course Introduction

  • Student and Instructor Introductions
  • ITIL® Foundation Course
  • Course Learning Objectives
  • Course Agenda
  • ITIL Qualification Scheme
  • Exercise – The Arora Family


Module 2: Service Management as a Practice

  • 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
  • Exercise – The Lost Laundry
  • Module Summary
  • Test Questions for Service Management as a Practice

 

Module 3: Service Lifecycle

  • 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

  • Basic Concepts of Service Strategy
  • Principles and Models of Service Strategy
  • Processes of Service Strategy
  • Service Portfolio Management
  • Financial Management for IT Services
  • Business Relationship Management
  • Module Summary
  • Test Questions for Service Strategy

Module 5: Service Design

  • Basic Concept of Service Design
  • Principles and Models of Service Design
  • Service Solutions for New or Changed Services
  • Management Information Systems and Tools
  • Technology Architectures and Management Architectures
  • Processes Required
  • Measurement Methods and Metrics
  • Processes of Service Design
  • Design Coordination
  • Service Level Management
  • Service Catalogue Management
  • Availability Management
  • Information Security Management
  • Supplier Management
  • Capacity Management
  • IT Service Continuity Management
  • Exercise – Crossword
  • Module Summary
  • Test Questions for Service Design

 

Module 6: Service Transition

  • Change Management
  • Service Asset and Configuration Management
  • Release and Deployment Management
  • Transition Planning and Support
  • Knowledge Management
  • Exercise – Crossword
  • Module Summary
  • Test Questions for Service Transition

 

Module 7: Service Operation

  • Event Management
  • Incident Management
  • Request Fulfilment
  • Problem Management
  • Access Management
  • Service Operations Functions
  • The Service Desk Function
  • The Technical Management Function
  • The Application Management Function
  • The IT Operation Management Function
  • Exercise – Complaint Handling and Service Recovery
  • Module Summary
  • Test Questions for Service Operation

 

Module 8: Continual Service Improvement

 

  • Basic Concepts of CSI
  • Principles and Models of CSI
  • CSI Process
  • Exercise – Crossword
  • Module Summary
  • Test Questions for Continual Service Improvement


Module 9: Technology and Architecture

 

  • Service Automation
  • Competence and Skills for Service Management
  • Competence and Skills Framework
  • Training
  • Module Summary


Exam Preparation Guide
Mock Exam

Delivery is subject to EdCast Marketplace terms and conditions.

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