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Itplanit Services Corp. ~ Excel, Access, Project and ITIL training in Ottawa Cancellation Policy
Description: The purpose of the ITIL® Foundation certificate in IT Service Management is to certify that the candidate has gained knowledge of the ITIL® terminology, structure and basic concepts and has comprehended the core principles of ITIL® practices for Service Management.
The ITIL® Foundation certificate in IT Service Management is not intended to enable the holders of the certificate to apply the ITIL® practices for Service Management without further guidance.
Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this certification.
- Service Management as a practice (Comprehension)
- Service Lifecycle (Comprehension)
- Key Principles and Models (Comprehension)
- Generic Concepts (Awareness)
- Selected Processes (Awareness)
- Selected Roles (Awareness)
- Selected Functions (Awareness)
- Technology and Architecture (Awareness)
- ITIL Qualification scheme (Awareness).
ITIL is a public domain approach for managing IT services. It was developed by the CCTA, transitioned to the Office of Government Commerce (OGC) in the United Kingdom and now maintained by the itSMF, the independent and internationally recognized forum for IT Service Management professionals. IT service management groups around the world are using ITIL processes to improve efficiency and communication in IT services.
What Makes This Course Unique
Our unique use of IT service management tools to demonstrate how processes work accelerates the knowledge transfer to the participant. We have created a learning experience that is both exhilarating and enjoyable and based on disciplines learned in executive development programs, underpinned by the total quality management, and an in-depth knowledge of IT provisioning. Furthermore, we have a pre-training kit that is sent to each participant prior to attending the course.
Benefits of Attending
After attending this course attendees will understand how IT Service Management processes can improve IT operations. In particular, participants will:
- Understand Service Lifecycle
- Comprehend the main activities of tha main processes
- Be aware of key ITIL definitions
- Be prepared to take the Foundation Certificate examination
If successful in the examination, attain the Foundation Certificate in IT Service Management
Course Outline
ITIL Fundamentals
Origins, development and governance
- Defining IT Service Management
- Reviewing the structure and scope of the Foundation Certification Examination
- People, process, technology and partners
The Five Core Books
- Service Strategy
- Service Design
- Service Transition
- Service Operation
- Continual Service Improvement
Service Management as a Practice Concepts of Service Management
Key terms and definitions
ITIL v3 Key Principles and Models
Service Strategy
- The three types of Service Providers
- Perspective, position, plan or pattern
Service Design
- Service Portfolio design
- Technology design
- Process design
- Insourcing, outsourcing, partnership
Service Transition
- The Service V model
- Business value, asset and configuration management
Service Operation
- Quality vs. Cost of Service
- Reactive vs. proactive
Continual Service Improvement
ITIL v3 Processes
Service Strategy
- Service Portfolio Management
- Demand Management
- Financial Management
Service Design
- Service Level Management
- Service Catalogue Management
- Availability Management
- Information Security Management
- Supplier Management
- Capacity Management
- IT Service Continuity Management
Service Transition
- Change Management
- Service Asset and Configuration Management
- Release and Deployment Management
Service Operation
- Incident Management
- Event Management
- Request Fulfillment
- Problem Management
- Access Management
Continual Service Improvement
- The 7 step improvement process
Functions
- Service Desk
- Technical Management
- Application Management
- Operations Management function (IT Operations Control and Facilities Management)
Roles and Responsibilities
Technology and Architecture
ITIL® Qualification scheme
Mock Exam
Review, Practice Questions and Examination
- High level review of ITSM’s key concepts
- Recommendations for exam technique
- Series of practice examination questions
- Examination: 40 multiple choice questions
Certification Criteria
The Foundation Certificate in IT Service Management is awarded to participants who receive a passing grade of 65% on a multiple-choice exam. Maximum 60 minutes. Candidates sitting the examination in a language other than their native language have a maximum of 75 minutes and are allowed the use of a dictionary)
Pre-Requisites: There are no prerequisites. Work experience in IT services is recommended.
Certificates offered: Includes refreshment breaks, Lunch, Course binder, Certificate of completion, certification exam included.
Duration Details: 3 days
9:00am - 4:30pm
Facility Location: Itplanit
151 Slater Street
Ottawa
Ontario
Canada
K1P 5H3
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