ITIL® – Foundation Certification Training

About the Course

Step 1: Register with the CG’s training’s of your choice (In-Person, Online, Self-Paced)
Step 2: Attend 2 days of impactful class.
Step 3: Send an email to support@certification-guide.com to collect you ITIL Foundation exam voucher.
Step 4: Schedule your ITIL Foundation online exam  any time before 12 months from the voucher issue date and follow the given exam instructions
Step 5: Initiate exam and answer for all 40 questions  and click on submit to review the result

Step 6: Download the soft copy of your ITIL Foundation certificate from AXELOS/Peoplecert portal

Examination format:

No of questions: 40
Exam duration: 60 minutes
Passing score: 65%
Exam type: multiple choice examination questions and closed book exam

Examination cost

Exam cost is Included in the course fee. ITIL Foundation exam voucher comes with a validity of 12 months

Curriculum for ITIL Foundation certification Training

Introduction:
Introduction to ITIL, AXELOS, and Course
Certification Guide, Instructor, Participant introduction and Set expectation by participant

Introduction to the course

The course objective
Overview of ITIL
Why ITIL is successful
ITIL 2011 Components
ITIL Core Publications
ITIL V3 Credit System
ITIL V3 Exam details

Principles of IT Service Management

IT Service Management Best Practices
Public and Proprietary Practices
Service Introduction
Service Management: Practices, Challenges and Benefits
Stakeholders in Service Management
Internal and External Customers and Services
Process: Characteristics
Functions Related to Service Management
How Process and Functions Operate
Roles in Service Management
RACI Model
Types of Service Providers
Suppliers and Legal Agreements

The Service Lifecycle

Components of Service Management Lifecycle
Interactions in Service Lifecycle
Relationship between Governance and ITSM

Service Strategy Stage: Introduction

Service Strategy: Purpose, Objective, Scope, Value for Business
Service Strategy Processes
Type of Services
Service Strategy: Customers and Users

Service Strategy Concepts

Service Utility and Warranty
Service Assets
Value Creation
Factors that Influence Customer Perception of Value
Business Outcome
Service Packages
Business Case and its Uses
Simple Business Case Structure
Risk
Service Management Technology and Automation
Automation Benefits
Service Management Tools

Service Strategy Processes

Demand Management Process – Purpose, Objective, Scope
Managing Demand for Services
Patterns of Business Activities and User Profiles
Service Portfolio Management-Introduction, Purpose, Objective, Scope
Service Portfolio- Component Diagram, Process
Financial Management for IT Service – Purpose, Objective, Scope, Activities, Benefits
Business Relationship Management – Purpose, Objective, Scope
BRM- External and Internal Service Providers
Business Relationship Manager – Responsibilities

Service Design Stage: Introduction

Service Design Purpose, Objective, Scope
Service Design- Value for Business
Roles in Service Design

Service Design: Key Concepts

Four P’s of Service Design
Five Major Aspects of Service Design
Service Design Package

Service Design: Processes

Service Catalogue Management- Purpose, Objective, Scope, Two View Structure, Three View Structure
Role of Service Catalogue Manager
Service Level Management- Purpose, Objective, Scope, Process Activities, Key Terms
Service Level Management- Relationship Between Service Catalogue and Agreements
Service Level Management – Design SLA Structure
Content of an SLA, Service Review
Service Improvement Program
Service Level Management vs Business Relationship Management
Supplier Management- Purpose, Objective, Scope
Supplier and Contract Management Information System
Supplier Management and Service Level Management
Role of Supplier Manager
Capacity Management – Purpose, Objective, Scope, Process Activity, Sub processes
Business Capacity Management
Service Capacity Management
Component Capacity Management
Capacity Management- Capacity Plan
Availability Management
Concepts related to Expanded Incident Lifecycle
IT Service Continuity Management
Information Security Management and Framework
IT Security Policy
Information Security Management
Design Coordination and Governance

Service Transition: Introduction

Service Transition
Configuration Item
Configuration Management System

Service Transition: Processes

Introduction to Service Transition Process
Transition Planning and Support
Change Management and Model
Change Advisory Board and Change Manager
7 R’s of Change Management
Change Matrix
Service Asset and Configuration Management
Configuration Baseline and Database
Definitive Media Library
CMDB and DML
Secure Library and Secure Stores
SACM – Logical Model
Relationship Between CMDB, CMS and SKMS
Release and Deployment Management Process
Release Policy
Release and Deployment Approaches
RDM Phases
Release Management
Knowledge Management
Sata-Information-Knowledge-Wisdom (DIKW)

Service Operation: Introduction

Service Operation
Role and Types of Communication

Service Operations: Processes

Event Management
Event Logging and Filtering
Managing Exceptional Events
Alerts and Incidents
Incident Management
Priority
Process Interfaces
Problem Management
Known Errors and Known Error Database
Types of Problem Management Processes
Request Fulfilment
Service Request
Access Management

Service Operations: Functions

Service Desk
Technical Management Function
Application Management
IT Operations Management

Continual Service Improvement: Introduction

Continual Service Improvement

Continual Service Improvement: Key Principles and Models

CSI Organizational Change
CSI Register
Service Measurement
CSI- Monitor and Measure
Type of Metrics
CSI-Measurement and Metrics
PDCA-Deming Cycle
Seven-Step Improvement Process
Seven Step SIKW Model
CSI Approach