ITIL® 4 Foundation

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+44 1344 961530

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info@pentagonit.co.uk

Introduction
Course Details
Course Content
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A Quick Glance

Get familiar with basic concepts and terminologies used in ITIL® Service Lifecycle
Delivered by highly experienced and certified instructors that help the delegates to understand to concepts by giving real world examples
Trusted by many leading brands, we offer best services in the industry
Our help and support team is available 24/7 for handling the queries of the delegates
Identify the need of adopting ITIL® within the organisation

ITIL® comes into play to fulfil the emerging need of IT services within the organisation. With growing need of technology, organisations get more and more dependent on IT, so the UK’s Government’s Central Computer and Telecommunications Agency (CCTA) developed a set of recommendations in the 1980s.

Pentagon Training's ITIL® 4 Foundation course provides an introduction to the subject of Service Management and familiarises the delegates with the following five core volumes that comprise ITIL®:

Who should take this course

Although the course is for everyone but is beneficial for those professionals who want to have an understanding of ITIL® framework and enhance the quality of IT Service Management within the organisation. ITIL® Foundation is best suited for:

IT Managers
System Administrators and Analysts
Database Administrators
Service Delivery Professionals
Operations Managers
Development team
Owners of process

The delegate who want to attend ITIL® 4 Foundation course must be graduate in any domain
There are no prerequisites for this course, However, you must have interest in the subject to gain maximum out of the training

What Will You Learn

By the end of ITIL® training you will be able to:

Learn about best practices, basic concepts, key principles, and process models of IT Service Management required for clearing the ITIL® 4 Foundation exam
Get to know about the purpose, objective and scope of service design, service strategy, service transition, service operations, and Continual Service Improvement
Learn how to improve efficiency and effectiveness by applying ITIL® tools, techniques and concepts in business changes to optimise customer experience
Improve efficiency of ITSM processes to apply lean principles and automate standard tasks
Learn to save costs and time by centralising activities and teams by using well-defined fit-for-purpose and fit-for-use processes

Exam(s) included

Key Learning Points

Certificate

Tutor Support

Course Overview

Pentagon Training introduces two-day ITIL® 4 Foundation Training that is accredited by PeopleCert (globally recognised ITIL® provider) to help the delegates in getting ITIL® Certification. We at Pentagon Training aim to clear ITIL® 4 Foundation certification examination in the first attempt. Delivered by highly experienced and certified instructor, we guarantee that you will easily pass the ITIL® 4 exam. Our tutor helps the delegate throughout the training to make sure that the delegates can have clear picture or understanding of the concepts involved in the course with real world examples.

Exam

The delegates will have to pass an examination that will be conducted at the end of the training to measure the level of knowledge or understanding attained during the course. The exam will be of 40 Multiple Choice Questions (MCQ’s), each question has four options, one has to select one correct answer out of it. Your performance will be measured by the number of correct answers you attended.

You will need to have 6o percentage marks to clear the exam. Our experienced and certified trainers will make sure that the delegates have gone through all the concepts of the subject so that they can easily clear the exam in the first attempt.

The exam will be of 1 hour and you need to complete all questions within that 1 hour only. No extra time will be provided for any reason.

The language used in the exam would be English. In case, someone is not comfortable with English, we can try to provide the exam in another language by consulting our trainer. Selection of language depends upon the comfort of the trainer.

All details regarding exam will be provided during the training before the exam. If you still have some query you can contact our help and support team anytime.

Course Content

Introduction to Service Management

Service Management lifecycle
Principles of IT Service Management
Define Service and its objectives
Service Management
Benefits of Service Management in organisation
Define Process and its characteristics
RACI Model
Types of service providers
Process and its characteristics
Contracts and suppliers

Service Management lifecycle

Service life cycle
Scope and Objectives
Challenges and Benefits of IT Service Management
Elements of life cycle
Link between different life cycle stages
Relation between Governance and ITSM

Service Strategy

Define Service Strategy
Scope and Objective
Service Strategy Process
Type of Services involved in the organisation

Service Strategy Concepts

Service Utility and Warranty
Service assets
Value creation
Factors influencing customer perception of value
Service Packages
Business outcomes
Service Packages
Structure of Business case and its uses
Uses and Structure and of Business case

Service Strategy Process

Define Process
Demand Management
Service Demand
PBA and UP
Service Portfolio components
Service Portfolio Management
Financial Management
Managing business relations

Service Design

Define Service Design
Roles in Service Design
Key concepts and terminologies
Service Design process
Service Catalogue Management
Service Level Management
Capacity Management

Service Transition

Define Service Transition
Configuration item
Configuration Management System

Service Transition Process

Overview and Objective
Transition, Planning and Support
Change Management and Change Model

Service Operations

Overview
Events
Alerts and Incidents
Service Operation Processes
Event Management
Event Management Process
Event Logging and Filtering
Manage Exceptional Events
Incident Management
Process Interfaces
Problem Management

ITIL® 4 Foundation Enquiry

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Reach us at +44 1344 961530 or info@pentagonit.co.uk for more information.

About Manchester

Manchester (fortified town) is a city in Greater Manchester, England, with a population of 530,300 (in 2015). It lies within the United Kingdom's second most populous urban area, with a population of 2.55 million. Manchester is bordered by the Cheshire Plain to the south, the Pennines to the north and east. The local authority is Manchester City Council.

Manchester began with the civilian settlement associated with the Roman fort of Mamucium or Mancunium in about AD 79. It is aid to have been located on a sandstone bluff near the confluence of the rivers Medlock and Irwell. Historically a part of Lancashire, areas of Cheshire south of the River Mersey were incorporated in the 20th century. Throughout the Middle Ages Manchester remained a manorial township. It began to expand "at an astonishing rate" only around the turn of the 19th century. Manchester's unplanned urbanisation came due to a boom in textile manufacture . This and resulted in Manchester becoming the world's first industrialised city.

Manchester achieved city status in 1853. The Manchester Ship Canal opened in 1894, creating the Port of Manchester and linking the place to the sea, 36 miles (58 km) to the west. Its fortunes declined after the Second World War, but the IRA bombing in 1996 led to extensive investment and regeneration.

In 2014, Manchester was ranked as a beta world city, the highest-ranked British city apart from London.

Economy

The economy grew relatively strongly between 2002 and 2012, where growth was 2.3% above the national average. With a GDP of $88.3bn (2012 est., PPP) the wider urban economy is the third-largest in the United Kingdom. In 2012 it showed the strongest annual growth in business stock (5%) of all the Core Cities.

Landmarks

Manchester's buildings display a variety of architectural styles, ranging from Victorian to contemporary architecture. Manchester is home to a number of skyscraperswith the tallest being the Beetham Tower was completed in 2006. Outside London it has been described as the United Kingdom's only real skyscraper outside the capital. The award-winning Heaton Park is one of the largest municipal parks in Europe. The city has 135 parks, gardens, and open spaces.

Two large squares hold many of Manchester's public monuments. Albert Square and the Picaddily Gardens have monuments to various prominent personalities.

Sport

Manchester is well known for being a city of sport. Two decorated Premier League football clubs bear the city name – Manchester United and Manchester City. Manchester United plays its home games at Old Trafford. Manchester City's home ground is the City of Manchester Stadium . The City of Manchester Stadium was initially built as the main athletics stadium for the 2002 Commonwealth Games. It was subsequently reconfigured into a football stadium before Manchester City's arrival. Manchester has hosted football competitions at all levels at the Fallowfield Stadium. The City of Manchester Stadium has also seen many international games being played. The city has hosted almost all the major football competions.