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ITIL® Foundation Certification Training - Simplilearn

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RM 2145.70
  1. 16 Hours
  1. HRDF SBL Claimable
  2. Certificate of Attendance available
  3. 90 days of access from date of activation

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ITIL® Foundation Certification Training - Simplilearn

WHAT YOU WILL LEARN

ITIL Foundation training from Simplilearn is the first step the in the ITIL certification path and is designed to ensure you pass the ITIL exam in the first attempt and move to the expert level in the shortest amount of time. Our training focuses on the key elements, concepts and terminologies associated with ITIL service lifecycle management, including ITIL lifecycle phase interactions and outcomes, ITSM processes and service management best practices.

AUDIENCE

Training is primarily intended to help IT architects, IT planners, IT consultants, IT audit or security managers, and anyone interested in enhancing the quality of IT service management.


ITIL certification is an essential requirement for professionals who need to learn the fundamentals of ITIL frameworks and how they may be used to enhance the quality of IT service management. This certification is best suited for:

• IT Managers/Support Teams

• IT Architects, Planners and Consultants

• System Administrators/Analysts

• Operations Managers

• Database Administrators

• Service Delivery Professionals

• Quality Analysts

• Application Management Team/Development Team

• Process Owners/Practitioners


PREREQUISITES

There is no defined eligibility criterion for ITIL Foundation exam. ITIL Foundation certification is in itself a prerequisite for other level of ITIL certifications.

COURSE OBJECTIVES

By the end of this ITIL Certification training you will:

• Learn about IT Service Management best practices, generic concepts, key principles, and ITIL 2011 process models that are required to the ITIL Foundation exam

• Gain a comprehensive understanding of the purpose, objective and scope of service strategy, service design, service transition, service operations, and Continual Service Improvement

• Learn how to apply ITIL tools, techniques and concepts to improve efficiency and effectiveness in business changes to optimize the customer experience

• Understand how to apply lean principles and automate standard tasks to improve efficiency of ITSM processes

• Save costs by centralizing activities and teams using well defined fit-for purpose and fit-for-use processes

• Align IT services with the needs of your organization


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Modules

Module 1 - Getting started with ITIL® Foundation

Lesson 1: Introduction to service management

• Introduction to Service Management Lifecycle
• Principles of IT Service Management
• Objectives
• IT Service Management-Best Practices
• Public and Proprietary Practices
• Knowledge Check
• Service Introduction
• Service Management
• Service Management Practice
• Challenges in Service Management
• Benefits of IT Service Management
• Stakeholders in Service Management
• Internal and External Customers
• Internal and External Services
• Process
• Process Characteristics
• Functions Related to Service Management
• How Processes and Functions Operate
• Roles in Service Management
• RACI Model
• RACI Model (contd.)
• Types of Service Providers
• Supplier and Contracts
• Knowledge Check
• Summary

Lesson 2: Service management lifecycle
• The Service Lifecycle
• Objectives
• Components of Service Management Lifecycle
• Interactions in the Service Lifecycle
• Relationship between Governance and ITSM
• Summary

Lesson 3: Quiz
• Quiz
• Thank you

Module 2 – Service Strategy

Lesson 1: Introduction to Service Strategy

• Introduction to Service Strategy

• Service Strategy

• Objectives

• Service Strategy-Overview

• Service Strategy Processes

• Types of Services

• Service Strategy-Customers and Users

• KNOWLEDGE CHECK

• Summary


Lesson 2: Service Strategy Concepts

• Service Strategy Concepts

• Objectives

• Service Utility and Warranty

• Service Utility and Warranty (contd.)

• Service Assets

• KNOWLEDGE CHECK

• Value Creation

• Value Creation (contd.)

• Factors that Influence Customer Perception of Value

• Customer Perception of Value

• Business Outcomes

• Business Outcomes (contd.)

• Service Packages

• Service Packages (contd.)

• Business Case and Its Uses

• Business Case Structure

• Risk

• Service Management Technology and Automation

• Automation Benefits

• Service Management Tools

• Summary


Lesson 3: Service Strategy Processes

• Service Strategy Processes

• Objectives

• Demand Management-Overview

• Managing Demand for Services

• PBA and UP

• PBA and UP (contd.)

• Service Portfolio Management-Introduction

• Service Portfolio Management-Overview

• Service Portfolio-Components

• Service Portfolio Management-Process

• Financial Management-Overview

• Financial Management-Activities

• Financial Management-Benefits

• KNOWLEDGE CHECK

• Business Relationship Management-Overview

• BRM External and Internal Service Providers

• Business Relationship Manager Responsibilities

• Summary


Lesson 4: Quiz

• Quiz

• Thank you


Module 3 – Service Design

Lesson 1: Introduction to service design

• Service Design

• Introduction to Service Design

• Objectives

• Service Design-Overview

• Roles in Service Design

• Roles in Service Design (contd.)

• Summary


Lesson 2: Key Concepts in Service Design

• Key Concepts in Service Design

• Lesson Objectives

• 4 P’s of Service Design

• Major Aspects of Service Design

• Service Design Package

• Summary


Lesson 3: Service design processes

• Service Design Processes

• Objectives

• Service Catalogue Management-Overview

• Service Catalogue Management Two View Structure

• Service Catalogue Management Three View Structure

• Service Catalogue Management Three View Structure (contd.)

• Role of Service Catalogue Manager

• Service Level Management-Overview

• Service Level Management-Process Activities

• Service Level Management-Key Terms

• Relationship between Service Catalogues and Agreements

• Service Level Management Designing SLA Structures

• Service Level Management Designing SLA Structures (contd.)

• Content of an SLAPreview

• Service Level Management-service Review

• Service Improvement Program

• Interfaces To Service Level Management

• Service Level Management Vs. Business Relationship Management

• Supplier Management-Overview

• Supplier And Contract Management Information System

• Supplier Management And Service Level Management

• Supplier Categorisation

• Role Of Supplier Manager

• Capacity Management-Overview

• Capacity Management-Process Activities

• Sub Processes in Capacity Management

• Capacity Management-Capacity Plan

• Availability Management-Overview

• Availability Management-Key Terms

• Availability Management-Expanded Incident Lifecycle

• Concepts Related To Expanded Incident Lifecycle

• IT Service Continuity Management-Overview

• IT Service Continuity Management-Key Terms

• IT Service Continuity Management-lifecycle Activities

• Information Security Management-Overview

• Information Security Framework

• IT Security Policy

• Information Security Management System

• Design Coordination-Overview

• Design Coordination And Governance

• summary


Lesson 4: Quiz

• Quiz

• Thank you


Module 4 – Service Transition

Lesson 1: Introduction to Service Transition

• Introduction to Service Transition

• Service Transition

• Objectives

• Service Transition-Overview

• Configuration Item

• Configuration Management System

• Summary


Lesson 2: Service Transition Processes

• Service Transition Processes

• Objectives

• Introduction to Service Transition Processes

• Transition, Planning and Support

• Introduction to Change Management

• Change Management-Overview

• Change Model

• Types of Change

• Key Terminologies

• Change Proposal

• Change Management Process-Change Flow

• Change Advisory Board

• Change Manager-Responsibilities

• 7 R’s of Change Management

• Change Metrics

• Key Challenges in Change Management

• Service Asset and Configuration Management-Overview

• Knowledge Check

• Configuration Baseline and Database

• Definitive Media Library

• CMDB and DML

• Secure Library and Secure Stores

• SACM-Logical Model

• Relationship between CMDB, CMS and SKMS

• Introduction to Release and Deployment Management

• Release and Deployment Management-Overview

• Release Policy

• Types of Releases

• Release and Deployment Approaches

• RDM Phases

• Introduction to Knowledge Management

• Knowledge Management-Overview

• Data-Information-Knowledge-Wisdom

• Summary


Lesson 3: Quiz

• Quiz

• Thank you


Module 5 – Service Operations

Lesson 1: Introduction to Service Operations

• Service Operation

• Introduction to Service Operations

• Objectives

• Service Operations-Overview

• Role of Communication

• Types of Communication

• Events

• Alerts and Incidents

• Problems and Workarounds

• Known Error and Known Error Database

• Priority

• Summary


Lesson 2: Service Operations Processes

• Service Operations Processes

• Objectives

• Event Management-Overview

• Event Management-Process Activities

• Event Logging and Filtering

• Manage Exceptional Events

• Manage Informational and Warning Events

• Knowledge Check

• Incident Management-Overview

• Incident Management-Basic Concepts

• Incident Management-Process Flow

• Process Interfaces

• Problem Management-Overview

• Types of Problem Management Processes

• Reactive Problem Management-Process Flow

• Problem Management-Interface with Other Processes

• Request Fulfillment-Overview

• Service Request

• Access Management-Overview

• Summary


Lesson 3: Functions

• Functions

• Objectives

• Service Desk-Overview

• Local Service Desk

• Centralised Service Desk

• Virtual Service Desk

• Follow The Sun Service Desk

• Specialised Service Desk

• Service Desk Staffing

• Service Desk-Skills Required

• Service Desk Metrics

• Technical Management-Overview

• Application Management-Overview

• Application Management vs. Application Development

• IT Operations Management-Overview

• Summary


Lesson 4: Quiz

• Quiz

• Thank you


Module 6 - Introduction to Continual Service Improvement

Lesson 1: Introduction to Continual Service Improvement

• Continual Service Improvement

• Objectives

• CSI-Overview

• Summary


Lesson 2: Key Principles and Models

• Key Principles and Models

• Objectives

• CSI and Organisational Change

• CSI Register

• Service Measurement

• CSI Monitor and Measure

• Types of Metrics

• CSI-Measurement and Metrics

• CSF and KPI-Examples

• CSI: PDCA-Deming Cycle

• Seven-Step Improvement Process-Overview

• Seven-Step Improvement Process-Scope

• Seven-Step DIKW Model

• CSI Model

• Summary


Lesson 3: Quiz

• Quiz

• Thank you



Module - Assessment

• Assessment


To Be Confirm

To Be Confirm

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