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ITIL Foundation and Practitioner

The course is designed for IT Managers or Practitioners involved in the strategy, design, implementation and ongoing delivery of business used IT services, as well as individuals requiring an insight into Service Management best practice.

Learning Objectives

The course is designed for IT Managers or Practitioners involved in the strategy, design, implementation and ongoing delivery of business used IT services, as well as individuals requiring an insight into Service Management best practice.

The key objectives of this course are:

Course Focus (Foundation)

  • Service Management as a practice
  • The concept of good practice
  • The concept of a service & Service Management
  • Define processes, roles and functions

Four key areas are covered which are crucial for success: Organisational change management, communication, measurement and metrics, all applied within the CSI approach. The course aims to:

Course Focus (Practitioner)

  • Demonstrate and provide practical examples in how to adopt and adapt the ITIL framework within your organisation
  • How to improve your services, service provision and your own work and working environment
  • The course structure follows the CSI approach in addressing guiding principles and key areas crucial to your initiatives
  • Preparation for the ITIL Practitioner examination itself

Course Content

ITIL Foundation - Day 1 - Day 3

Service Design

  • Importance of people, processes, products & partners
  • Understand the five major aspects of Service Design
  • Understand the different sourcing approaches
  • Overview of the 7 Service Design processes

The Service Lifecycle

  • Understand the Service Lifecycle and its key concepts
  • Understand the business value of the phases

Service Transition

  • Explain the Service V model
  • Overview of Service Transition processes

Key concepts and definitions

  • Understanding the key terminology, the key concepts of Service Management, key principles and models

Roles

  • Process owner; Service Owner; RACI model in determining organisational structure

Service Strategy

  • What is Service Strategy?
  • Understand the goals & objectives of Service Strategy
  • Understand the 4 main activities of Service Strategy
  • Basic overview of value creation through services
  • Overview 3 Service Strategy processes

Service Operation

  • IT Service versus technology components
  • Quality of Service versus cost of service
  • Reactive versus proactive
  • Overview of the Service Transition processes
  • Objectives of Continual Service Improvement
  • The 7 step improvement process

Functions

  • The Service Desk; Technical Management
  • Application Mgmt; IT Operations Mgmt

Service Transition

  • Requirements for an integrated set of Service Management technology
  • How Service automation assists with integrated processes

ITIL Practitioner - Day 4 - Day 5

What does the ITIL Practitioner course cover?

This two day course covers the ITIL Practitioner syllabus, including the following topics:

1. Understanding and using the nine guiding principles of service management in your real-world environment.

2. Using the continual service approach (CSI) to:

  • - Identify where improvement could be needed
  • - Gain sponsorship and stakeholder buy in to proposed improvements
  • - Ensure improvements are actually delivered and maintained

 

3. Appreciating that making an improvement is making a change and that the organisation has to be managed and motivated to take the change (the improvement) on board and embed it into normal practice.

Practical Work - The course provides and uses a 'toolkit' for delegates to use when considering and addressing improvements in any aspect of any area within any organisation.

Specially written scenarios and comprehensive sets of related tasks help provide a practical application of the method.

Exams & Certification

ITIL® Foundation Exam: 1 hour, closed book, 40 multiple choice questions

This two day practical course is designed to show you how to adopt and adapt the ITIL service management framework so you can make beneficial change within your organisation. The qualification is worth three credits towards your ITIL Expert qualification.

ITIL® Practitioner Exam: The 2 hour, 15 minute Practitioner Exam is held on the final day at 3.15pm. There are 40 multiple choice questions mostly based on a case study provided at the start of the examination. Exam papers are marked by the Exam body and results are usually available within 3-4 weeks.

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