Course Description
GogoTraining is an ITIL® accredited ATO and this course fulfills all requirements to sit for your exam.
If you want to start ITIL Certification, then you have come to the right place. Learn with ITIL Expert Helen Morris in this exciting and interactive instructor-led video training course. In this course Helen introduces you to the lifecycle of managing IT services to deliver to business expectations. Engaging case studies are used to bring the concepts to life as you learn side by side with an experienced ITIL Expert. This course gives you everything you need to successfully complete the ITIL Foundations exam including a training success plan, all course materials, exercise guide, sample exams, course syllabus, and 1 year access to the course and the instructor to learn and ask questions. Successful Foundations Certification also prepares you to move into the ITIL V3 intermediate level training courses.
In This Course You Will Learn:
Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this certification.
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Service Management as a practice
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Service Lifecycle
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Key Principles and Models
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Generic Concepts
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Selected Processes
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Selected Roles
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Selected Functions
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Technology and Architecture
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ITIL Qualification scheme
Prerequisites
None
Outline
Module 00: Course Introduction
Module 01: Introduction to Service Management Part 1
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Service Management as a Practice
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The concept of Good Practice
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The concept of a Service
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The concept of Service Management
Module 02: Introduction to Service Management Part 2
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Functions and Processes
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The process model and the characteristics of processes
Module 03: Introduction to Service Management Part 3
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Roles and Responsibilities of the Process Owner and Service
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The structure, scope, components and interfaces of the Service Lifecycle
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Resources and Capabilities
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RACI Matrix
Module 04: Service Strategy Part 1
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The main goals and objectives of Service Strategy
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Utility and Warranty
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Exercise: Utility and Warranty
Module 05: Service Strategy Part 2
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Service Portfolio
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Service Catalogue
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Value Creation
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Demand Management
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o Challenges in managing demand for Services
o Activity-based Demand Management
o Business activity patterns and user profiles
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Financial Management
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Business Case
Module 06: Service Design Part 1
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Goals and Objectives of Service Design
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Value of Service Design to the Business
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Risk
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Service Design Package
Module 07: Service Design Part 2
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Service Management Systems and Tools
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The five major aspects of Service Design
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Service Portfolio Design
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o Identification of Business Requirements
o Definition of Service Requirements and design of Services
o Technology and architectural design
Module 08: Service Design Part 3
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The five major aspects of Service Design- continued
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o Process design
o Measurement design
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Service Catalogue Management
Module 09: Service Design Part 4: Service Level Management
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High Level Objectives
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Basic Concepts
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Process Activities
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Relationships
Module 10: Service Design Part 5: Service Level Management
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Service-based SLA
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Multi-level SLAs
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Service level requirements (SLRs)
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SLAM chart
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Service review
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Service improvement plan (SIP)
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Service Provider
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Supplier
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Service Level Agreement
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Operational Level Agreement (OLA)
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Contract
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Exercise: Service Level Agreement
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Exercise: Service Review
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Exercise: Service Level Manager
Module 11: Service Design Part 6: Capacity Management
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Objectives and basic concepts
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Capacity plan
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Business capacity management
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Service capacity management
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Component capacity management
Module 12: Service Design Part 7: Availability Management
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Availability
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Objectives and basic concepts
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Service availability
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Exercise: Availability and Incident
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Component availability
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Reliability
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Maintainability
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Serviceability
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Exercise: Availability for Service
Module 13: Service Design Part 8: IT Service Continuity Management
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Objectives and basic concepts
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Business Continuity Plans
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Business Continuity Management
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Business Impact Analysis
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Risk Analysis
Module 14: Service Design Part 9
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Information Security Management
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o Objectives and basic concepts
o Security framework
o Information security policy
o Information security management system
o Supplier Management
o Objectives and basic concepts
o Supplier Contract Database
Module 15: Service Transition Part 1
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The main goals and objectives of Service Transition
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What value Service Transition provides to the business
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Knowledge Management
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DIKW & SKMS
Module 16: Service Transition Part 2
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Service Asset and Configuration Management (SACM)
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Service Asset and Configuration Management (SACM) Objectives
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SACM Key Concepts
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Configuration
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Process
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o High level objectives, basic concepts, process activities and relationships
o The Configuration Model
o Configuration items
o Configuration Management System (CMS)
o Definitive Media Library
o Configuration baseline
o Service Asset
Module 17: Service Transition Part 3: Change Management
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High level objectives, basic concepts, process activities and relationships
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Types of change request
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Exercise: Change process models and workflows
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Standard change
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Remediation Planning
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Change Advisory Board / Emergency Change Advisory Board
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Service Change
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Change types (Normal, Standard and Emergency)
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Seven R's of Change Management
Module 18: Service Transition Part 4: Release and Deployment
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Objectives and basic concepts
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Release Unit
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Release policy
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Release Options
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Early Life Support
Module 19: Service Operation Part 1
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The main goals and objectives of Service Operations
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The value Service Operation provides to the business
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Event Management
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o Objectives and Basic Concepts
o Event
o Alert
Module 20: Service Operation Part 2: Incident Management
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Objectives, basic concepts, process activities and relationships
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Exercise: Contents of an Incident Record
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Incidents
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Impact, Urgency and Priority
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Workaround
Module 21: Service Operation Part 3: Request Fulfillment
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Objectives, basic concepts
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Service Requests
Module 22: Service Operation Part 4
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Problem Management
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o Objectives, basic concepts, process activities and relationships
o Problem
o Known Error
o Known Error Database
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Access Management
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o Objectives, basic concepts
Module 23: Service Operation Part 5
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Service Desk Function
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Exercise: Service Desk Personnel
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Role, objectives and organizational structures
Module 24: Service Operation Part 6
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Technical Management Function
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o Role, objectives
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Application Management Function
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o Role, objectives
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Operations Management Function
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o Role, objectives
o IT Operations Control and Facilities Management
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Organizational Overlaps
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The role of communication in Service Operation
Module 25: Continual Service Improvement Part 1
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Main goals and objectives of Continual Service Improvement
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The Continual Service Improvement Model
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The Plan, Do, Check and Act (PDCA) Model
Module 26: Continual Service Improvement Part 2
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Understand the role of measurement for Continual Service Improvement
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o The role of KPIs in the Improvement Process
o Baselines
o Types of metrics (technology metrics, process metrics, service metrics)
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The role of IT Governance across the Service Lifecycle
Module 27: Technology and Architecture
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How Service Automation assists with integrating Service Management processes
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Exercise: Service Lifecycle Stages
Module 28: ITIL Qualification scheme
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The ITIL Qualification scheme
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o The different purposes of the two intermediate streams
o ITIL Expert and ITIL Master
o The different options for further training.
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Mock Exam
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o Sit minimum one ITIL Foundation mock exam.
Certification
To be eligible for the ITIL® Foundation Qualification: examination, the candidate must have fulfilled the following requirements:
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Candidates for the ITIL® Foundation certificate in IT Service Management have to complete all units and successfully pass the corresponding examination to achieve certification.
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The recommended number of study hours is 18 hours plus the final exam
The ITIL® Foundation Exam is a 40 question multiple choice exam and you may take up to 60 minutes to complete it. Each question will have four possible answers. There is only one correct answer for each question, and no negative marking. A passing mark is 65% or higher (26/40). You will need to submit your completed course transcript in order to apply to take the exam. You can do this by clicking on the Email Your Transcript link found on your ITIL® Foundations transcript page.
When you pass your exam you will receive 2 credits toward your ITIL® Expert certification. This course also qualifies for 8 PDU credits.
EXAM LOCATIONS
You may take your ITIL® exam through APMG.
APMG: In the U.S. the APMG uses PSI testing centers to administer the exam. Outside of the U.S. the APMG will arrange for you to take your exam locally. If you would like more information specific to your situation you may contact the APMG by emailing them at this address: examinations@apmg-us.com. The APMG will invoice you for the exam at the GogoTraining ATO Discounted Price of $120 and then authorize you to take the exam.
