ITIL® Foundation Certified

ITIL® Foundation Certified

 

Date & Location: (22-26/Jan) Kuala Lumpur – ( 16-20/April) Amman – ( 22-26/Oct) Cairo


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course overview

Introduction:

The ITIL® Foundation Certificate in IT Service Management course provides comprehensive first-level training for anyone involved in provision, support, and delivery of IT Services.

 

Program Objectives:

  • Prepare for and pass the ITIL Foundation Certification Exam
  • Identify opportunities to develop IT processes using ITIL guidelines
  • Interact with IT teams using ITIL terminology and concepts
  • Explore IT service management processes
  • Recognize the importance of IT and business integration

 

Who Should Attend?

This course is aimed at all levels of IT professionals, Customers, and Users involved in the provision or receipt of IT Services.

 

Program Outline:

DAY 1

Concepts of IT service management

  • The efficient development of new services and the improvement of existing services
  • Good practice
  • Functions, roles and processes

 

 

DAY 2

The service lifecycle

  • Design, development and utilization of services
  • Utility and warranty
  • Service design and the business
  • IT and the business integration

 DAY 3

The five core processes

  • Service strategy
  • Service design
  • Service transition
  • Service operation
  • Continual service improvement

DAY 4

The value of the ITIL service lifecycle

  • Integrating the processes throughout the lifecycle
  • Explaining the objectives and scope for each phase

DAY 5

Identifying and documenting the services

  • Service portfolio
  • Service catalog
  • Business case
  • Risk
  • Service provider
  • Supplier
  • Service Level Agreement (SLA)
  • Operational Level Agreement (OLA)