ITIL Foundation Training and Certification

Date	21st – 22ndMay 1st -2nd June2015
Duration	2 Days
Venue	29b Ologun Agbaje off Adeola Odeku, Victoria island, Lagos
Minimum Class Size	On request
Training/Certification Fee	N85,000

Training Cost Includes Prometric Exams, Light refreshment, E-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
Prepare for and take the ITIL Foundation Certification Exam
Identify opportunities to develop IT processes using ITIL
Interact with IT teams using ITIL terminology and concepts
Explore the components of service management processes
Recognize the importance of IT and business integration

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

Course Content

Service Management as a Practice

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

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

ITIL Service Lifecycle
The five core processes
Service strategy
Service design
Service transition
Service operation

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

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

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

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

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

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

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

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

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

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

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

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

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

Who Should Attend
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.