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ITIL Foundation

Course Details

In this exciting and dynamic course, you will get an introduction to thelifecycle of managing IT services to deliver to business expectations. Using anengaging case study, you'll learn the core disciplines of ITIL best practices.Upon completing this course, you'll be well positioned to successfully completethe associated ITIL exam required for entry into the future ITIL intermediate-level training courses.

ITIL covers five core disciplines:

  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation
  • Continual Service Improvement

These disciplines represent a service lifecycle framework that furtherenhances alignment to the business while demonstrating business value and ROIand enabling IT to solve specific operational needs.

This course includes handouts and references useful after the class, as wellas practice sessions, quizzes, exam strategies, and test-taking tips. You'llalso receive a web-based exam with the purchase of this course. You mustregister for the exam at least four business days prior to the date you wish totake the exam.

Course Prerequisites

Familiarity with IT terminology and IT-related work experience are recommended.

Course Agenda

1. Service Management Defined

  • IT services and what they really do
  • How IT services deliver value to customers
  • Value and importance of IT service management

2. ITIL Introduction

  • Good practices
  • Ease ITIL adoption
  • ITIL qualification scheme, bodies, and certifications

3. Service Strategy

  • Design, develop, and implement service management
  • Service management as a strategic asset
  • Setting objectives and expectations
  • Identify and select prioritization opportunities

4. Service Design

  • Design and develop services
  • Develop processes
  • Design principles and methods
  • Convert strategy into services

5. Service Transition

  • Develop and improve capabilities
  • Improved methods for transitioning new and changed services intooperation
  • Manage the complexity related to changes
  • Prevent undesired results while enabling innovation

6. Service Operation

  • Effectively and efficiently deliver support services
  • Ensure value to customer and service provider
  • Maintain stability while allowing for change
  • Organize to improve IT support to customers

7. Continual Service Improvement

  • Create and maintain value for customers
  • Importance of better design, introduction, and operation of services
  • Improving service quality, business continuity, and IT efficiency
  • Link improvement efforts to strategy, design, and transition

8. Exam-Taking Tips

  • Important techniques to help you pass your exam

9. Practice Exams

  • In-class and take-home exam preparation
  • Simulated exam