ITIL® Foundation Certification Course
About the Programme
While most IT divisions are organized by functions such as desktop management, application management, Network management, System & database administration, security, helpdesk etc. The actual IT Service process crosses these functional boundaries. While each function aims at improving the efficiency with which they perform their part of the overall process, the effectiveness of the IT Service viewed from the perspective of the end user / customer is less than stunning.
IT Service Management (ITSM) is a discipline for managing IT systems, philosophically centered on the customer’s perspective of Information Technology’s contribution to the business.
ITIL® (IT Infrastructure Library) is the most accepted framework for IT Service Management in the world. ITIL®
describes an integrated, process based, best practice framework for managing IT services.
ITIL® Foundation training is designed to provide basic knowledge of what an IT Service Management System and
its practice oriented implementation.
Learning Outcomes
By end of the course, the audience will be able to Understand ITSM concepts
Benefits of ITIL® and ITSM in businesses ITIL® history and certification overview
ITIL® generic concepts and definitions
Service Lifecycle approach
Objective, benefits, high level activities of each processes Relationship between processes
Technology and architecture
How to improve IT efficiency using ITIL®
Who Should Attend?
Employees of both internal and external service providers IT Managers, Support team members and team Leaders. Account managers who interact with business and IT
.
Prerequisites
Course Duration
16 Hours of study ( 2 days or 3 days)
Course Format
Interactive Classroom Based Training
Interactive Live Virtual Training ( Using Online Training platform)
Exam Format
40 multiple choice questions
Exam conducted online or paper based Closed Book
Exam Time 60 minutes. [15 Minutes extra for non-native English speakers] Pass mark 65% ( 26 Marks )
Technical Requirements for Online Exam or Virtual Classes
Operating System: Windows XP or newer: Browser: Internet Explorer 6.x or newer CPU: P350 MHz,
recommended P500+ MHz: Memory: 128 MB, recommended 256+ MB RAM Internet Connection: 28.8 Kbps, recommended 128+ Kbps Other: Sound card, microphone, and speakers OR headset with microphone
Detailed Course Agenda
Day 1
09:00
09:30
Course Introduction
09:30
10:30
Unit 1 – Service Management as a Practice
10:30
10:45
Break
10:45
12:45
Unit 2 – Service Strategy
12:45
13:30
Lunch
13:45
15:30
Unit 3 – Service Design
15:30
15:45
Break
15:45
17:00
Unit 3 – Service Design Continue
Exam Preparation Guides
Day 2
09:00
09:30
Day 1 Review
09:30
10:30
Unit 4 – Service Transition
10:30
10:45
Break
10:45
12:45
Unit 4 – Service Transition Continue
12:45
13:30
Lunch
13:30
15:30
Unit 5 – Service Operation
15:30
15:45
Break
15:45
17:00
Unit 5 - Service Operation Continue
Day 3
09:00
09:30
Day 1 & 2 Review
09:30
10:30
Module 6- Continual Service Improvement
Module 7 - Technology and Architecture
10:30
10:45
Break
10:45
12:45
Module 8 - Exam preparation and Mock Exam
12:45
13:30
Lunch
13:30
15:30
Exam
Related Courses
About Global Success Systems FZ LLC
Founded in 2011, Global Success Systems FZ LLC(GSS) helps organizations to improve the PEOPLE and PROCESS through professional training, Consulting and Coaching .
We are specialized in IT Governance, IT Service Management, Information Security, IT Risk Management, Business Continuity Management, Disaster Recovery, Project Management, Six Sigma and Balanced Score Card.
Our trainers, Consultants and Coaches are with extensive hands-on experience in their areas with different industries. All our trainers are with consulting experience and they brings their practical experience into the class room.
Our Vision : To become the preferred partner for organizations for their training and consulting needs. Out Moto : "Elevate people to their Mastery" and help them to achieve their Success
Our Values : Customer Service , Excellence , Honesty, Passion, Collaborate & Continuous Learning
Our Accreditations and Accreditation Partners
GSS Accreditations
Our Services
Training Programs
ITIL Foundation, Intermediate and Expert
ISO/IEC 20000 Foundation, Lead Implementer and Lead Auditor ISO/IEC 27000 Foundation, Lead Implementer and Lead Auditor ISO/IEC 9001 Foundation, Lead Implementer and Lead Auditor ISO 22301 Foundation, Lead Implementer and Lead Auditor Certified Outsourcing Manager
COBIT 5.0 Foundation, Implementation and Assessor
PMP , CAPM, PRINCE2, Agile and SCRUM – Project Management Six Sigma Green Belt, Black Belt Certifications
IT Consulting Services
ITSM Process Maturity Assessment ITSM Implementation
ISO 20000 certification readiness ISO 27001 certification readiness Service Management as Service (SMaS) ITSM Tool evaluation
IT Governance Implementation
COBIT Process Capability Assessment IT Dashboard Implementation
People Development Programs
Seminars & Workshops
Coaching Programs – One to One Coaching and Group Coaching Kids Development Programs
