ITIL Foundation Training and Certification Exam

Achieving ITIL® Foundation Certification

Date 2 days 11th -12th, 18th-19th, 25th-26th October
Duration 2 Day) Weekdays On Request
Venue 29b Ologun Agbaje off Adeola Odeku, Victoria island, Lagos
Minimum Class Size On request
Training Fees/Certification Exam - N65,000


Course Information

You Will Learn How To
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 v

Workshop Activities
Aligning the ITIL processes v & functions to the service lifecycle stages
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 v

Course Content

Service Management as a Practice

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

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

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

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

ITIL Core Concepts
Identifying and documenting the services
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) v

Optimizing the infrastructure
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) v

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

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

ITIL Processes
Service strategy
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 v

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

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

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

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

Defining service roles
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 v

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

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. v




Training Cost Includes Prometric Exams, Light refreshment, Official Courseware’s, Training DVD and Certificate of Participation.

Email [email protected]