Final ITIL training for 2014, 2 Streams. Lowest price.

Date	On request
Duration	2 Days (Weekends) 6th – 7th December (1st Batch) 20th -21st December 2014
Venue	29b Ologun Agbaje off Adeola Odeku, Victoria island, Lagos
Minimum Class Size	On request
Training Fees/Certification Exam	N65,000

Training Cost Includes Prometric Exams, Light refreshment, Official Courseware’s, Training DVD and Certificate of Participation.
Email [email protected] for more info
Call 08069110253 for more info

Achieving ITIL® Foundation Certification

Course Information

You Will Learn How To
v Prepare for and take the ITIL Foundation Certification Exam
v Identify opportunities to develop IT processes using ITIL
v Interact with IT teams using ITIL terminology and concepts
v Explore the components of service management processes
v Recognize the importance of IT and business integration

Workshop Activities
v Aligning the ITIL processes & functions to the service lifecycle stages
v Recognizing the general principles of service management and the key principles of service strate-gy and service design
v Defining key concepts within the service transition processes
v Interpreting the principles that are used within service operation
v Recognizing the key principles of continual service improvement
v Daily exam practice and review sessions

Course Content

Service Management as a Practice

Concepts of IT service management
v The efficient development of new services and the improvement of existing services
v Good practice
v Functions, roles and processes

The service lifecycle
v Design, development and utilization of services
v Utility and warranty
v Service design and the business
v IT and the business integration

ITIL Service Lifecycle
The five core processes
v Service strategy
v Service design
v Service transition
v Service operation

v Continual service improvement
The value of the ITIL service lifecycle
v Integrating the processes throughout the lifecycle
v Explaining the objectives and scope for each phase

ITIL Core Concepts
Identifying and documenting the services
v Service portfolio
v Service catalogue
v Business case
v Risk
v Service provider
v Supplier
v Service level agreement (SLA)
v Operational level agreement (OLA)

Optimizing the infrastructure
v Service request
v Change and release
v Event, alert and incident
v Known error and known error database (KEDB)
v Service knowledge management system (SKMS)

ITIL Key Principles and Models
v Value-creation through services
v Balancing opposing forces
v Management information systems and tools

Exploring the importance of people, processes, products and partners
v Critical success factors
v Measurement methods and metrics

ITIL Processes
Service strategy
v Service portfolio management
v Financial management for IT services
v Business relationship management

v Service design
v Service level management (SLM)
v Design coordination
v Service catalogue management
v Supplier management
v Risk assessment and IT service continuity management
v Defining the scope of information security management
v Capacity management
v Availability management

Service transition
v Business value, asset and configuration management
v Explaining the objectives of change management
v Knowledge management
v Transition planning
v Release and deployment management

Service operation
v Process activities of incident and problem management
v Request fulfillment
v Stating the purpose of event and access management

Continual service improvement
v The seven-step improvement process
v The Deming Cycle (plan, do, check, act)
v Critical success factors (CSF) and KPIs
v Types of metrics

Service Management Functions and Roles
Outlining IT organization functions
v Service desk function
v IT operations function
v Technical management function
v The application management function

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

Important Course Information
v The ITIL Foundation Certification Exam is offered on the final day of class
v Pre-course reading recommended

Who Should Attend
v Those who work in the IT industry and want to learn best practices for IT service management, includ-ing those who want to achieve ITIL Foundation Certification.