Course Description
GogoTraining is an accredited ITIL® ATO and this course fulfills all requirements to sit for your ITIL® Foundation exam.
If you are ready to start your ITIL® Certification, then you have come to the right place. This APMG accredited training program is for individuals seeking ITIL® Foundation certification. In this course you will 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 receive access to the instructor to learn and ask questions.. Students can select to view the course for 30, 90 or 365 days. Successful Foundations Certification also prepares you to move into the ITIL intermediate level training courses.
In This Course You Will Learn:
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Explain the importance of Service Management to IT and the business
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Understand how ITIL can be used to enhance the quality of IT Service Management
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Comprehend and be aware of Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement
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Gain knowledge and understanding in Service Managemet as a practice
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Understand the Service Lifecycle
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Master key principles, selected processes, roles and functions and models
Prerequisites
None.
Outline
Module 00: Course Introduction
Module 01: Introduction to Service Management Part 1
• Concept of good practice
• Concept of a service
• Concept of service management
• ITIL success
• Public standards and frameworks
Module 02: Introduction to Service Management Part 2
• Stakeholders
• Types of services
• Internal and external providers
• Governance, risk management and service automation
Module 03: Introduction to Service Management Part 3
• Roles and responsibilities:
o Process owner
o Process manager
o Process practitioner
o Service owner
• RACI matrix
• Exercise: RACI Matrix
• Overview of service lifecycle
Module 04: Service Strategy Part 1
• Purpose, objectives and scope
• Value to the business
• Value creation through services
• Exercise: Utility and Warranty
• Patterns of business activity
Module 05: Service Strategy Part 2
• Service portfolio management
• Financial management
• Business relationship management
Module 06: Service Design Part 1
• Purpose, objectives and scope
• Identify service design processes
• Value of service design to the business
• Service design package
• Five aspects of service design
Module 07: Service Design Part 2
• Five aspects of service design continued
• Design of quality services
• The 4 Ps – People, processes, products and partners
Module 08: Service Design Part 3
• The service design processes
o Design coordination
o Service catalogue management
Module 09: Service Design Part 4
• Service Level Management
o Purpose, objectives and scope
o Service level requirements
o Definitions of terms
o SLA contents
Module 10: Service Design Part 5
• SLA structures
o Multi-level SLAs
• SLAM chart
• SLA review
• Service improvement plan
• Process interfaces
• Key Performance Indicators
• Role of the Service Level Manager
• Exercise: Service Level Agreement
• Exercise: Service Review
• Exercise: Service Level Manager
Module 11: Service Design Part 6
• Capacity management
o Purpose, objectives and scope
o Business capacity management
o Service capacity management
o Component capacity management
o Capacity plan
Module 12: Service Design Part 7
• Availability management
o Purpose, objectives and scope
o Definition and basic concepts
o Vital business functions
o Reliability
o Maintainability
o Serviceability
• Exercise: Availability for Service
Module 13: Service Design Part 8
• IT service continuity management
o Purpose, objectives and scope
o Business impact analysis
o Risk assessment
o ITSCM lifecycle
Module 14: Service Design Part 9
• Information security management
o Purpose, objectives and scope
• Supplier management
o Purpose, objectives and scope
Module 15: Service Transition Part 1
• Purpose, objectives and scope of Service Transition
• Value to business
• Transition planning and support
• Knowledge management
Module 16: Service Transition Part 2
• Service Asset and Configuration management
o Purpose, objectives and scope
o Key concepts
o Configuration items
o Configuration model
o CMS and DML
o Process activities
Module 17: Service Transition Part 3
• Purpose, objectives, scope and basic concepts
o Change documentation
o Change process models and workflows
o Service Change
o Change types (Normal, Standard and Emergency)
Module 18: Service Transition Part 4
• Change Advisory Board / Emergency Change Advisory Board
o Remediation Planning
o Seven Rs of change management
Module 19: Service Transition Part 5
• Release and deployment management
o Purpose, objectives and scope
o Release policy
o Release phases
o Early life support
o Release options
Module 20: Service Operation Part 1
• Purpose, objectives and scope of service operation
• Value to business
• Event management
Module 21: Service Operation Part 2
• Incident management
o Purpose, objectives and scope
o Incident management
o Basic concepts
o Exercise: Contents of an Incident Record
• Request Fulfilment
Module 22: Service Operation Part 3: Request Fulfillment
• Problem management
o Purpose, objectives and scope
o Concepts and process
• Access management
o Purpose, objectives and scope
Module 23: Service Operation Part 4
• Service Desk function
o Role and responsibilities
o Objectives
o Organisational structures
Module 24: Service Operation Part 5
• Technical management
• Application management
• IT Operations management
• Organizational overlaps
• Communication in operation
Module 25: Continual Service Improvement Part 1
• Purpose, objective and scope of CSI
• Value to the business
• CSI approach
• CSI register
• Plan Do Check Act – Deming Cycle
Module 26: Continual Service Improvement Part 2
• Understand role of measurement in CSI
• Seven step improvement process
Module 27: Competence and Training
• Competence and training
• ITIL certification scheme
• Mock examination
Certification
ITIL® 2011: Foundations is Accredited by AXELOS and EXIN. As an Authorized Training Provider Accredited by AXELOS and EXIN, GogoTraining’s ITIL® 2011: Foundations course fully qualifies you to sit for the ITIL® Foundations examination given by EXIN. Course Transcripts and Certificates of Completion come with this course and you will use these official documents to verify that you took the required and accredited training so that you can sit for the official exam. Exams are provided by Accredited Exam Institutes.
All GogoTraining ITIL courses come with a Training Plan to help you master the material in the course and 2 sets of Official Sample Exams for you to take upon completion of the course and the course exercises so you can test your knowledge. At the end of the course you will receive a Certificate of Completion from GogoTraining. In order to be considered Certified in this area you will need to take the Official ITIL Exam offered by an ITIL Exam Institute like EXIN.
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).
When you pass your exam you will receive 2 credits toward your ITIL® Expert certification.
Tracking Credits
The ITIL Qualification Scheme introduces a modular credit system for each of the ITIL qualifications. All modules are given a credit value, and candidates meeting the requisite entry criteria and accumulating the required number of credits (22) can apply for ITIL Expert level of qualification. Click here and select the Certification button to learn more about the Qualification Scheme. Qualifications from earlier ITIL versions are also recognized within the system, together with qualifications endorsed as complementary to the core ITIL portfolio.
EXAM LOCATION
EXIN offers all GogoTraining students a 10% discount on all online proctored exam for this course. You can register online, receive your 10% discount and take your exam any day or night that works for you. To purchase your exam, click here.
When you sign up for your EXIN exam you will receive an email that explains all the details of the exam. Here is a link that provides a quick video, information on testing, your configuration requirements and activities for during/after the exam.
https://www.exin.com/NL/en/support/exam-locations/exin-anywhere
