ITIL Foundation and Practitioner

Duration: 
5 days
Codes: 
ITIL

Overview

Course Introduction

ITIL Foundation and Practitioner course is a blended learning program for service management professionals. ITIL Certified Professionals learning the course will be able to understand ITIL best practice along with understanding how to implement service enhancements in their organisations.

  • Our ITIL Training Courses are fully accredited by PeopleCert based on the latest version of ITIL
  • Training includes key learning points, exams and certifications
  • Delivered by expert trainers who are experienced in their domain
  • ITIL Foundation and Practitioner training includes both ITIL Foundation and ITIL Practitioner training courses
  • Get training in affordable price with Best Practice Training

Audience

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

Skills Gained

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

Prerequisites

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.

Course Outline

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

Related Courses

 

Thinking about Onsite?

If you need training for 3 or more people, you should ask us about onsite training. Putting aside the obvious location benefit, content can be customised to better meet your business objectives and more can be covered than in a public classroom. It's a cost effective option.

Submit an enquiry from any page on this site, and let us know you are interested in the requirements box, or simply mention it when we contact you.

ITILv3, RESILIA, PRINCE2, PRINCE2 Agile, AgileSHIFT, MSP, M_o_R, P3M3, P3O, MoP, MoV courses on this page are offered by QA, ATO of AXELOS Limited. ITIL, RESILIA, PRINCE2, PRINCE2 Agile, AgileSHIFT, MSP, M_o_R, P3M3, P3O,MoP, MoV are registered trademarks of AXELOS Limited. All rights reserved.

Upcoming Dates

  • GREEN This class is Guaranteed To Run.
  • SPVC - Self-Paced Virtual Class.
  • Click a Date to Enroll.
Course Location Days Cost Date
London London5 6598 £6598 2019-09-23
Virtual Virtual5 6598 £6598 2019-09-23
Berkshire Reading5 6598 £6598 2019-09-23
Berkshire Reading5 6598 £6598 2019-09-23
Midlands Birmingham5 6598 £6598 2019-09-23
London London5 6598 £6598 2019-09-23
Yorkshire Leeds5 6598 £6598 2019-09-23
Yorkshire Leeds5 6598 £6598 2019-09-23
Virtual Virtual5 6598 £6598 2019-09-23
Midlands Birmingham5 6598 £6598 2019-09-23
Cambridgeshire Cambridge5 6598 £6598 2019-09-30
Edinburgh Edinburgh5 6598 £6598 2019-09-30
Edinburgh Edinburgh5 6598 £6598 2019-09-30
Cambridgeshire Cambridge5 6598 £6598 2019-09-30
Tyne and Wear Newcastle5 6598 £6598 2019-10-07
London London5 6598 £6598 2019-10-07
London London5 6598 £6598 2019-10-07
Manchester Manchester5 6598 £6598 2019-10-07
Tyne and Wear Newcastle5 6598 £6598 2019-10-07
Manchester Manchester5 6598 £6598 2019-10-07
Midlands Birmingham5 6598 £6598 2019-10-14
Bristol Bristol5 6598 £6598 2019-10-14
Glamorgan Cardiff5 6598 £6598 2019-10-14
Glamorgan Cardiff5 6598 £6598 2019-10-14
Midlands Birmingham5 6598 £6598 2019-10-14
Bristol Bristol5 6598 £6598 2019-10-14
Aberdeenshire Aberdeen5 6598 £6598 2019-10-21
Aberdeenshire Aberdeen5 6598 £6598 2019-10-21
London London5 6598 £6598 2019-10-21
Virtual Virtual5 6598 £6598 2019-10-21
Virtual Virtual5 6598 £6598 2019-10-21
London London5 6598 £6598 2019-10-21
Buckinghamshire Milton Keynes5 6598 £6598 2019-10-28
Northern Ireland Belfast5 6598 £6598 2019-10-28
London London5 6598 £6598 2019-10-28
Northern Ireland Belfast5 6598 £6598 2019-10-28
Buckinghamshire Milton Keynes5 6598 £6598 2019-10-28
London London5 6598 £6598 2019-10-28
Midlands Birmingham5 6598 £6598 2019-11-04
Midlands Birmingham5 6598 £6598 2019-11-04
London London5 6598 £6598 2019-11-04
Hampshire Southampton5 6598 £6598 2019-11-04
London London5 6598 £6598 2019-11-04
Hampshire Southampton5 6598 £6598 2019-11-04
Manchester Manchester5 6598 £6598 2019-11-11
Sussex Brighton5 6598 £6598 2019-11-11
Manchester Manchester5 6598 £6598 2019-11-11
London London5 6598 £6598 2019-11-11
London London5 6598 £6598 2019-11-11
Sussex Brighton5 6598 £6598 2019-11-11
Virtual Virtual5 6598 £6598 2019-11-18
Edinburgh Edinburgh5 6598 £6598 2019-11-18
London London5 6598 £6598 2019-11-18
Virtual Virtual5 6598 £6598 2019-11-18
Edinburgh Edinburgh5 6598 £6598 2019-11-18
London London5 6598 £6598 2019-11-18
Merseyside Liverpool5 6598 £6598 2019-11-18
Merseyside Liverpool5 6598 £6598 2019-11-18
Nottinghamshire Nottingham5 6598 £6598 2019-11-25
Kent Maidstone5 6598 £6598 2019-11-25
London London5 6598 £6598 2019-11-25
London London5 6598 £6598 2019-11-25
Kent Maidstone5 6598 £6598 2019-11-25
Nottinghamshire Nottingham5 6598 £6598 2019-11-25
Midlands Birmingham5 6598 £6598 2019-12-02
London London5 6598 £6598 2019-12-02
London London5 6598 £6598 2019-12-02
Yorkshire Leeds5 6598 £6598 2019-12-02
Midlands Birmingham5 6598 £6598 2019-12-02
Yorkshire Leeds5 6598 £6598 2019-12-02
Bristol Bristol5 6598 £6598 2019-12-09
London London5 6598 £6598 2019-12-09
Buckinghamshire Milton Keynes5 6598 £6598 2019-12-09
Buckinghamshire Milton Keynes5 6598 £6598 2019-12-09
Bristol Bristol5 6598 £6598 2019-12-09
London London5 6598 £6598 2019-12-09
Glasgow Glasgow5 6598 £6598 2019-12-16
Manchester Manchester5 6598 £6598 2019-12-16
London London5 6598 £6598 2019-12-16
Manchester Manchester5 6598 £6598 2019-12-16
Glasgow Glasgow5 6598 £6598 2019-12-16
Berkshire Reading5 6598 £6598 2019-12-16
Berkshire Reading5 6598 £6598 2019-12-16
London London5 6598 £6598 2019-12-16
Virtual Virtual5 6598 £6598 2019-12-16
Virtual Virtual5 6598 £6598 2019-12-16