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Microsoft

For ITIL® Foundation Course

For ITIL® Intermediate Course


For ITIL® Online Course


For ITIL® Blended Course


For ITIL® Virtual Live Class

Classroom Training covers the following topics:

1. Introduction
  • To define Service Management
  • To understand public framework and standards
  • Understand Service Management technology
  • Overview of the Service Lifecycle
  • ITIL® library
  • Introduction to Functions and Processes
  • Internal and external customers
  • Internal and external services





2. Service Strategy
  • Service Strategy
    • Introduction
    • Purpose and Objectives
    • Scope and Value to Business
  • Demand Management
    • Purpose and Objectives
    • Basic Concepts and Scope
  • Financial Management
    • Purpose and Objectives
    • Scope
    • Business Case
  • Business Relationship Management
    • Purpose and Objectives
    • Scope
3. Service Design
  • Purpose, objectives, scope and value to business of Service Design
  • Four Ps
  • Five Design Aspects
  • Service Design Package
  • Service Catalogue Management
    • Purpose, objective, scope and structure
  • Service Level Management
    • Purpose, objective, scope
    • Basic concepts
  • Operational Level Agreement
  • Purpose, objective, scope and basic concepts of:
    • Capacity Management
    • Availability Management
    • IT Service Continuity Management
    • Information Security Management (ISM)
    • Supplier Management
  • Design Coordination
    • Purpose, objectives and scope
  4. Service Transition
  • Service Transition
    • Introduction
    • Purpose and Objectives
    • Value to business
  • Purpose, Objectives, Basic Concepts and Scope of:
    • Change Management
    • Service Asset & Configuration Management
    • Knowledge Management
    • Release and Deployment Management
    • Transition Planning and Support
5. Service Operation
  • Purpose, Objectives, Scope and Value of Business of Service Operation.
  • Communication in Service Operation
  • Purpose, Objectives, Scope and Basic Concepts of:
    • Event Management
    • Incident Management
    • Request Fulfilment
    • Problem Management
    • Access Management
  • Objectives and Roles of:
    • Service Desk Functions
    • Technical Management Functions
    • IT Operations Management Functions
    • Application Management Functions
6. Continual Service Improvement
  • Definition, Purpose, Objectives, Scope and Value to Business of Continual Service Improvement
  • Continual Service Improvement model
  • Metric, Key Performance Indicator and Baseline of Continual Service Improvement
  • Purpose, Objectives, and Scope of the Seven Step Improvement Process
  • Organization Roles
    • Process Owner
    • Process Manager
    • Process Practitioner
    • Service Owner
  • Authority Matrix - RACI Model
 
Schedule
  • To view the list of ITIL Foundation Classroom programs, please click here.
  • The programs start from 8:00 AM to 6:00 PM

Daily Schedule Break Up:

DAY 1:
  • Introduction
  • Overview and Lifecycle Processes of ITIL
  • Introduction to Service Strategy
  • Processes of Service Strategy
  • Introduction to Service Design
  • Processes of Service Design
  • Introduction to Service Transition
  • Processes of Service Transition
  DAY 2:
  • Introduction to Service Operation
  • Processes of Service Operation
  • Introduction to Continual Service Improvement
  • Processes of Continual Service Improvement
DAY 3:
  • Day 2 syllabus revision
  • Full Revision with Real Life Case Study
  • Mock Test
  • ITIL Foundation Exam
 

Examination

ITIL ® Foundation: 1 hour, closed book exam consisting of 40 multiple-choice questions.
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