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 Milton Keynes

Milton Keynes

Milton Keynes also abbreviated as MK is a large town located in Buckinghamshire, England. It was designed as a new town on 23 January 1967 and also an administrative centre of Borough of Milton Keynes. It is located 45 miles that is 72 km away from north-west of London.

Various another town like Bletchley, Wolverton and Stony Stratford exist here along with other 15 villages and farmland. Milton Keynes took its name from existing “Village of Milton Keynes “that is few miles away from the planned centre.

History of Milton Keynes

Milton Keynes has a rich history with proof of human settlement that was found before starting the construction of this city in 1960’s. When UK government decided to establish Milton Keynes, most of the area was farmland, and undeveloped villages and the earlier history was incredibly rich. Until the 10^th century, there was no evidence of occupation in villages. During middle age, 18 villages were present that still form the heart of Milton Keynes districts. With the arrival of London and Birmingham Railway and Grand Junction canal in late 18^th and 19^th century, the area went through many changes and the new town of Wolverton, and New Bradwell emerged.

The greatest change in the history of Milton Keynes was when it was chosen to solve housing problems in London. Milton Keynes was planned as biggest towns and have an area of 89 square kilometres that became home to around 250,000 people. In the beginning, no building was allowed to be tall than the tallest tree, and later Milton Keynes Partnership changed it. Tallest building in Milton Keynes is 14 floors high. Its population will double by the year 2026.

Milton Keynes offers a broad range of opportunities to people to learn new things and get a better education. Bletchley Park code breakers brought innovation to the city in second world war. This team cracked secret codes of Germans. Milton Keynes is a destination that is always passionate about developing minds. It contains some of the best schools and colleges. Milton Keynes College offers a wide range of courses in different domains. It is one of the fastest growing college in the United Kingdom.

Open University offers contemporary learning where degree level education is provided to everyone. The headquarters of the university is located at Walton Hall in Milton Keynes. There is also University Centre Milton Keynes ( UCMK) which is a hub for higher education with new facilities and exciting courses in the middle of the city. This town also contains a solar-powered house that plays a significant role in the development of electric transport. Various courses, classes and opportunities are offered by Milton Keynes Theatre Creative Learning department to young people and adults to explore theatres including makeup, drama, acting and much more.

Sport

Milton Keynes has various professional teams in football, in ice hockey and in Formula one. It is also home to Xscape indoor ski slope, Formula Fast Indoor Karting Centre, Airkix Indoor Sky Diving facility and National Badminton Centre.

Economy

At Borough level, data of Milton Keynes economy, demography and politics is collected. Milton Keynes is one of the most successful economies in Southeast along with gross value added per capita index which was 47% higher than the national average. According to 2015 data, average wages place it in top five nationally.

Just 0.6% of businesses employ people more than 250 which include Open University, Volkswagen Group, Mercedes-Benz and Network Rail. Remaining enterprises around 81.5% employ near about 10 people. Milton Keynes professional, technical and scientific sector contributes large employment. Milton Keynes has a high number of business start-ups in England and start-up levels remained high even during the period of recession 2009/2010. Most of the population is younger. 22.6% of Borough population is under 16, 12.1% are aged 65+. According to 2011 census report, Milton Keynes Urban area comprises of 8.7% South Asian, 78.4% white, 3.5% Mixed Race, 7-5% Black, 1.2% Chinese, 6.7% other ethnic group and Asian.