ITIL^® Foundation Certification Training

“Learn the ITIL's IT Service Management Best Practices and get yourself certified with ITIL Foundation for the benefits of both your career and your organization!”

By TED Integrated

PSMB Certified Training Provider

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training@ted.com.my	+603-2386-7788

Introduction

The ITIL® Foundation course is the entry level certification course focusing on IT Service Management Best Practices. It contains the most up-to-date core ITIL best practices presented from a lifecycle perspective. It introduces both the principles and core elements of IT service management (ITSM) based on ITIL standards. ITIL comprises of 5 core publications:

1. Service Strategy
2. Service Design
3. Service Transition
4. Service Operations
5. Continual Service Improvement

These publications enable alignment with the business at the same time improving operational efficiency of the organization.

The delivery methods include applying case study designed to enhance the effectiveness of candidates understanding of ITIL. Participants who would like to take the associated ITIL Foundation certification test are required to attend this course. It is a requirement for attending all other ITIL intermediate level learning courses available in this track.

Course Objectives

At the end of this course, participants should be able to:

• Identify the ITIL's principles and concepts of IT Service Management.
• Identify ITIL's implementation best practices in an organization.
• Define ITIL's terminology
• Identify the Service Lifecycle's concepts and definitions.
• Define the concepts of Service Strategy
• Define the concepts of Service Design
• Define the concepts of Service Operations
• Define the concepts of Service Transition
• Define the concepts of Continual Service Improvement
• Based on ITIL, define the roles, processes, and components within key areas of IT Service Management
• Have the student prepared for the ITIL Foundation Certification exam

Course Outline

1. INTRODUCTION

• Introduction/Housekeeping
• Introduction to key ITIL concepts
• IT as a Service
• Introduction to processes and process management
• The Service Lifecycle approach

2. SERVICE STRATEGY

• Purpose, goal, objectives & Scope
• Value Creation through Services
• Assets - Resources and Capabilities
• Service Strategy - Main activities
• Service Strategy processes
• Service Portfolio management
• Demand management
• Financial management
• Business Relationship Management

3. SERVICE DESIGN

• Purpose, goal, objectives & Scope
• Service Design processes
• The 4 P's
• Service Design aspects
• Service Catalog Management
• Service Level Management
• Capacity Management
• Availability Management
• IT Service Continuity Management
• Service Portfolio
• Information Security Management
• Supplier management
• Design Coordination

4. SERVICE TRANSITION

• Purpose, goal, objectives & Scope
• Service Transition value to the business
• Technology and architecture in Service Transition
• Service Transition Processes
• Change Management
• The 7 R's of Change Management
• Service Asset and Configuration Management
• Release and Deployment Management
• Knowledge Management

5. SERVICE OPERATION

• Purpose, goal, objectives & Scope
• Service Operation definitions
• The Service Desk
• Technical Management
• Application Management
• IT Operations Management
• Service Operations Processes
• Event Management
• Request Fulfilment
• Problem Management
• Access Management

6. CONTINUAL SERVICE IMPROVEMENT

• Purpose, goal, objectives & Scope
• Models and Processes
• The Deming Cycle
• Measurement and metrics
• Continual Service Improvement activities
• Risk management
• Continual Service Improvement interfaces
• Interface with Service Level Management

7. EXAM PREPARATION

• Sample Exams
• Feedback
• Recap

Methodology

Students will learn the principles and core elements of the IT Service Management's service lifecycle based on ITIL. Interactive approach will be used in conjunction with lecture, discussion and case study to prepare the students for ITIL Foundation certification exam. It also provides practical knowledge that can be applied in the real-world working environment. In addition to this, Quint Wellington Redwood's integrated case study helps to deepen the student's appreciation on improving IT performance via ITIL's best practices.

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	+603-2386-7788
	training@ted.com.my