ITIL® Foundation Certified

Course Code: IT13

►Course Objective

  • Prepare for and pass the ITIL Foundation Certification Exam
  • Identify opportunities to develop IT processes using ITIL guidelines
  • Interact with IT teams using ITIL terminology and concepts
  • Explore IT service management processes
  • Recognize the importance of IT and business integration

 

►Target Audience

  • This course is aimed at all levels of IT professionals, Customers, and Users involved in the provision or receipt of IT Services.

 

►Course Outline

DAY 1

Concepts of IT service management

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

DAY 2

The service lifecycle

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

 DAY 3

The five core processes

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

DAY 4

The value of the ITIL service lifecycle

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

DAY 5

Identifying and documenting the services

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

 


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Date & Location

Date : 29 March 2020

Duration : 5 days

Place : Kuala Lumpur

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Date : 09 August 2020

Duration : 5 days

Place : Istanbul

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Date : 06 December 2020

Duration : 5 days

Place : Geneva

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