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ITIL® Online Foundation Training Course

Learn the basics of ITIL®, including principles and terminology

  2. ITIL® Online Foundation Training Course

Quick Glance

Key Learning Points

Clear and concise objectives to guide delegates through the course.

Exam Prepration Tips

It helps in preparation for the exam so that they can score well.

Certification

Become ITIL® Certified with our wide range of ITIL® courses.

Exam(s) included

Exams are provided, as part of the course. Obtaining certification is dependant on passing these exams

COURSE HIGHLIGHTS

Course code:

Duration: 13 Hours

Pass rate: 99%

Exam: Included

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COURSE INFORMATION

ABOUT THE COURSE

ITIL® Online Foundation is an entry-level ITIL® qualification that provides an understanding of the main concepts behind ITIL®, including the life cycle stages and the terminology used.

Our ITIL® Online Foundation course will equip you with knowledge on how the IT Service Management Lifecycle works and how the ITIL® framework can be used to improve service delivery and capability, all through instructor-led training and exercises. 

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Learning Objectives

  • Understand basic concepts, terminologies, key principles, and process models of IT Service Management that are included in ITIL® Online Foundation
  • Appreciate the scope and objectives of service design, service strategy, service transition, continual service improvement, and service operations
  • Enhance the efficiency and effectiveness of ITIL® tools and techniques within the business, to optimise user experience
  • Apply lean principles and automate standard jobs to improve the efficiency of ITSM processes
  • Centralise activities and functions to save on cost and time

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UPGRADE YOUR SKILLS

THE LEARNING CURVE

01 Course Pre-requisites

There are no prerequisites for this course.

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03 Course Overview

ITIL® Foundation

The ITIL® Online Foundation exam certifies that you have gained knowledge of ITIL® terminology, structure and basic concepts, and comprehended the core principles of service management.

Examination

Following will be the format of the exam:

  • Multiple choice
  • 40 questions
  • 60 minutes duration
  • Pass mark is 65%, 26/40
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02 What will the delegates learn ?

  • Delegates will gain a basic understanding of the ITIL® framework
  • Learn how ITIL® can be used, to improve the quality of IT service management, in an organisation
  • Appreciate the five key areas of ITIL®: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement
  • Get to know about the purpose, objective and scope of ITIL® services within the organisation 
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04 Course Content

Introduction to Service Management

  • IT Service Management life cycle
  • Principles of IT Service Management
  • Service and its objectives
  • Service Management and its benefits to the organisation
  • Define Process and its characteristics
  • RACI Model
  • Various types of service providers
  • Contracts and suppliers

Service Management life cycle

  • What is Service life cycle?
  • Scope and Objectives
  • Challenges and Benefits of IT Service Management
  • Elements of life cycle
  • Interrelation between different life cycle stages
  • Relation between Governance and ITSM

Service Strategy

  • Define Service Strategy and its benefits
  • Scope and Objective
  • Service Strategy Process
  • Type of Services

Service Strategy Concepts

  • Service Utility and Warranty
  • Service assets
  • Value creation
  • Factors influencing customer perception of value
  • Service Packages
  • Business outcomes
  • Service Packages
  • Structure of Business case and its uses
  • Uses and Structure of Business case

Service Strategy Process

  • Define Process and its value
  • Demand Management
  • Service Demand
  • PBA and UP
  • Service Portfolio components
  • Service Portfolio Management
  • Financial Management
  • Managing business relations

Service Design

  • Define Service Design and its role
  • Key concepts and terminologies
  • Service Design process
  • Service Catalogue Management
  • Service Level Management
  • Capacity Management

Service Transition

  • Define Service Transition
  • Configuration item
  • Configuration Management System

Service Transition Process

  • Overview and Objective
  • Transition, Planning and Support
  • Change Management and Change Model

Service Operations

  • Overview
  • Events
  • Alerts and Incidents
  • Service Operation Processes
  • Event Management
  • Event Management Process
  • Event Logging and Filtering
  • Manage Exceptional Events
  • Incident Management
  • Process Interfaces
  • Problem Management
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COURSE PACKAGES & PRICES

THE PACKAGES & PRICES

OTHER RELATED INFORMATION

ITIL® Lifecycle Phases

ITIL® lifecycle phases:

There are five phases of ITIL® lifecycle which are explained as:

Service Strategy:

This phase comprises the knowledge of prioritisation and clarification of investments of service-providers in services. The... Continue Reading