ITIL Foundation and Practitioner

The course is targetted at professionals who wish to achieve excellence in business performance improvement

After this course, you will be able to:

• Use IT Service Management concepts
• Apply ITSM guiding principles in real-world context
• Use CSI approach for managing improvements in a given organisational context
• Communicate effectively for continual service improvement
• Know the use of ITIL Practitioner toolkit and learn how it can be applied throughout the CSI approach

Delegates will have access to video-based ITIL Foundation learning course. They need to ensure that they have reviewed the course which includes a minimum of 6 hours of learning before attending the course. Completing this pre-course element is a must during the course. Completing all pre-course material is essential for strong course attendance.

Overview of Service Management

• Service Management Life cycle
• Principles of IT Service Management
• Defining Service
• Benefits of Service Management in organisation
• Define Process and its characteristics
• RACI Model
• Types of service providers
• Contracts and suppliers

Overview of Service Management Lifecycle

• Service Lifecycle
• Elements of Service Lifecycle
• Link between different Service Lifecycle stages
• Relation between Governance and ITSM

Overview of Service Strategy

• Define Service Strategy
• Service Strategy Process
• Type of Services involved in the organisation

Overview of Service Strategy Concepts

• Service Utility and Warranty
• Service assets
• Value creation
• Factors influencing customer perception of value
• Service Packages
• Uses and Structure and of Business case

Overview of Service Strategy Process

• Define Process
• Demand Management
• Service Demand
• PBA and UP
• Service Portfolio components
• Service Portfolio Management
• Financial Management
• Managing business relations

Overview of Service Design

• Define Service Design
• Roles in Service Design
• Key concepts and terminologies
• Service Design process
• Service Catalogue Management
• Service Level Management
• Capacity Management

Overview of Service Transition

• Define Service Transition
• Configuration item
• Configuration Management System

Overview of Service Transition Process

• Overview and objective
• Transition, Planning and Support
• Change Management and Change Model

Overview of Service Operations

• Overview
• Events
• Alerts and Incidents
• Service Operation Processes
• Event Management
• Event Management Process
• Event Logging and Filtering
• Manage Exceptional Events
• Incident Management
• Process Interfaces
• Problem Management

• Key concepts
• Adopt and Adapt
• Costs and risks involved
• Guiding Principles
• Focus on value
• Design for experience
• Start where you are
• Work holistically
• Progress iteratively
• Observe directly
• Be transparent
• Collaborate
• Keep it simple

Overview of Service Management Approach

• Define Vision
• Current situation of organisation and objective
• Results or outcomes
• Maintaining good work

Overview of Change Management in Organisation

• Define Change Management
• Resistance sources
• People transition
• Management of stakeholders
• Management of sponsors
• Managing resistance
• Reinforcement

Overview of Metrics and Measurements

• CSFs and KPIs
• Metric Cascades and hierarchies
• Categories of Metric

Overview of Communication

• Introduction to communication
• Nature and scope of good communication
• Good communication and its benefits
• Principles of communication
• Types of communication