• Study guides including Video tutorials

  Study as you prefer using PDF files, video tutorials, HTML format or podcasts. Explain the goals, objectives, scope and basic concepts of core ITIL® processes & functions and other syllabus areas of ITIL.

• All Costs Included

  Our price for ITIL® Certification includes course materials, access to our learning portal with study and support materials, and your exam and certification costs.

• Podcasts

  Download it and listen to it at your convenience.

• Crossword

  Test your knowledge and have some fun doing it.

• Chapter Tests and Evaluation Tests

  These tests assess the delegate's degree of understanding of the respective chapter content.

• Sample Papers

  To get a feel of the actual ITIL Foundation exam, take the full length sample papers as part of our online course and assess your responses with the provided answers to the same.

• PDU Certificate

  18 PMI PDUs certificate to help to cater to the needs of continuing education units for PMP certified professionals.

Introduction

• Service Management
• Understand Service Management technology
• Overview of the Service Lifecycle ITIL® library
• Introduction to Functions and Processes

Service Strategy

• Introduction, goals, objectives and key-principles of Service Strategy.
• Basic concepts, activities and challenges of Demand Management.
• Objectives and basic concepts of Financial Management.
• Objectives and basic concepts of Service Portfolio Management.

Service Design

• Basic concepts of Service Level Management
• Basic concepts of Availability Management
• Basic concepts of Capacity Management
• Basic concepts of Information Security Management
• Basic concepts of Supplier Management
• Basic concepts of Availability Management
• Basic concepts of IT Service Continuity Management

Service Transition

• Introduction, goals and objectives of Service Transition.
• Objectives and basic concepts of Change Management.
• Objectives and basic concepts of Service Asset and Configuration Management.
• Objectives and basic concepts of Knowledge Management.
• Objectives and basic concepts of Release and Deployment Management.

Service Operation

• Goals, objectives and Communication in Service Operation.
• Objectives and basic concepts of Event Management.
• Objectives and basic concepts of Incident Management.
• Objectives and basic concepts of Problem Management.
• Objectives and basic concepts of Request Fulfilment Management.
• Objectives and basic concepts of Access Management.
• Objectives and roles of Service Desk Function.
• Objectives and roles of Technical Management Function.
• Objectives and roles of IT Operation

Management Function.

• Objectives and roles of Application Management Function.

Continual Service Improvement

• Goal, scope and objectives of Continual Service Improvement
• CSI Model
• Authority Matrix
• RACI Model
• Metric, Key Performance Indicator and Baseline

There are no pre-requisites for this course.

Course Learning Objectives

• To provide a basic understanding of the ITIL framework
• To understand how ITIL can be used to enhance the quality of IT service management within an organization
• To enable comprehension and / or awareness of key areas of the 5 ITIL core books:

• Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement

• To prepare to sit the ITIL Foundation Exam Prerequisites

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Why Choose ITIL® Foundation Certification

The ITIL® Foundation Certificate allows delegates to gain a comprehensive grounding in the aspects of ITIL® service management. Delegates will prepare for and sit the one hour, multiple- choice ITIL® Foundation certificate in service management exam.

Overall, professional IT Service Management disciplines will deliver improved quality of service to customers enabling the business to reduce costs, derive higher revenues and hence increased profit.

This course leads to the ITIL® Foundation level certification. Delegates are prepared for the Foundation examination. The Foundation qualification is a pre-requisite for the ITIL Intermediate examinations.

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Exam Format

• Multiple choice examination questions
• 40 questions
• 26 marks required to pass (out of 40 available) - 65%
• 60 minutes duration
• Closed book.