EncartaLabs

ITIL Foundation

( Duration: 3 Days )

The ITIL Foundation Exam Preparatory training course, provides a practical understanding of the key concepts, principles, processes and functions that form the basis of IT service management provision, based on ITIL best practice guidelines.

By attending ITIL Foundation Exam Preparatory workshop, Participants will learn:

  • Key concepts of ITIL
  • Important principles for improving IT operations
  • Vital processes and functions
  • Practical guidance for applying ITIL to everyday IT situations
  • How to align with business, control costs, and improve IT service quality
  • Strategies to balance IT resources

The course includes work-based practical activities and discussions, sample questions as well as a mock examination. This workshop is packed with stimulating discussions & lots of practical examples.

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

This course is for IT professionals and practitioners involved in the strategy, design, implementation and delivery/support of business IT services who require an insight into service management best practice.

COURSE AGENDA

1

Concepts of IT service management

  • The efficient development of new services and the improvement of existing services
  • Good practice
  • Functions, roles and processes
2

The service lifecycle

  • Design, development and utilization of services
  • Utility and warranty
  • Service design and the business
  • IT and the business integration
3

The five core processes

  • Service strategy
  • Service design
  • Service transition
  • Service operation
  • Continual service improvement
4

The value of the ITIL service lifecycle

  • Integrating the processes throughout the lifecycle
  • Explaining the objectives and scope for each phase
5

Identifying and documenting the services

  • Service portfolio
  • Service catalog
  • Business case
  • Risk
  • Service provider
  • Supplier
  • Service Level Agreement (SLA)
  • Operational Level Agreement (OLA)
6

Optimizing the infrastructure

  • Service request
  • Change and release
  • Event, alert and incident
  • Known error and Known Error Database (KEDB)
  • Service Knowledge Management System (SKMS)
7

Value-creation through services

  • Balancing opposing forces
  • Management information systems and tools
8

Exploring the importance of people, processes, products and partners

  • Critical success factors
  • Measurement methods and metrics
9

Service strategy

  • Service portfolio management
  • Financial management for IT services
  • Business relationship management
10

Service design

  • Service Level Management (SLM)
  • Design coordination
  • Service catalog management
  • Supplier management
  • Risk assessment and IT service continuity management
  • Defining the scope of information security management
  • Capacity management
  • Availability management
11

Service transition

  • Business value, asset and configuration management
  • Explaining the objectives of change management
  • Knowledge management
  • Transition planning
  • Release and deployment management
12

Service operation

  • Process activities of incident and problem management
  • Request fulfillment
  • Stating the purpose of event and access management
13

Continual service improvement

  • The seven-step improvement process
  • The Deming Cycle (plan, do, check, act)
  • Critical Success Factors (CSF) and KPIs
  • Types of metrics
14

Outlining IT organization functions

  • Service desk function
  • IT operations function
  • Technical management function
  • The application management function
15

Defining service roles

  • The responsibilities of key roles in service management
  • Process owner
  • Service owner
  • Process manager
  • Process practitioner
  • Recognizing the RACI responsibility model and its role in determining organizational structure
  • How service automation assists with integrating service management processes

Encarta Labs Advantage

  • One Stop Corporate Training Solution Providers for over 3,500 Modules on a variety of subjects
  • All courses are delivered by Industry Veterans
  • Get jumpstarted from newbie to production ready in a matter of few days
  • Trained more than 20,000 corporate candidates across india and abroad
  • All our trainings are conducted in workshop mode with more focus on hands On

View our other course offerings by visiting www.encartalabs.com/course-catalogue

Contact us for delivering this course as a public/open-house workshop for a group of 10+ candidates at our venue

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