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 Poole

Poole

Poole is situated on the south coast of England in the county of Dorset. It is also treated as a seaport and a large coastal town. Poole is 33 km east of Dorchester and also joins Bournemouth in the east. In 1997 local Council Borough of Poole was made a unitary authority. It gained its administrative independence from Dorset County Council. According to 2011 Census, Borough had a population of 147,645. This population made it second largest town in Dorset.

Along with Bournemouth and Christchurch, town forms South East Dorset Conurbation. It had a total population of over 465,000.

Human settlement in Poole started back before the Iron Age. Town’s name was earliest recorded in the 12th century when town emerged as an important port. With the introduction of wool trade, this town prospered. The Later city developed significant trade links with North America. During the 18th century, it was one of the busiest ports in Britain. During Second World War, Poole was main departing ports for Normandy landings.

Poole is also a tourist resort that attracts many visitors. Poole is popular due to its natural harbour, incredible history, Lighthouse arts centre and Blue Flag beaches. Royal National LifeBoat Institution headquarters are also located in Poole. Royal Marines have a base in town’s harbour. Poole is also home to Arts University Bournemouth, an important part of Bournemouth University and Bournemouth Symphony Orchestra.

History

During the 19th century, there was a coastal trade to and from Poole. Trade declined rapidly when the railway was built to Hamworthy side of the bridge. People in business were now able to transport goods to and from Poole with the help of rail. In 1872 another railway was built in the middle of the Poole. During 19th century life in Poole improved. In 1887 first public library was opened. In 1890 Poole Park was opened, and in the same year, Parkstone Park was opened.

In novels of Gullivers Travels, Lilliput was the name of the land. According to some information, there was a house called Lilliput. This house existed at beginning of 19th century, and this gave this area a name Lilliput.

Electric trams started running during 1901 through the streets of the Poole, but then buses replaced them. In 1935 last trams ran in Poole.

In 1910 first cinema in Poole was opened. Municipal offices at Poole were built in the year 1932. The population of Poole was 19,000 in the 20th century, but later it grew at a phenomenal rate. Old industries of brick making, brewing and shipbuilding decline during the 20th century. Pottery industry survived somehow. In 1969 Dolphin Centre was opened. Poole general hospital was opened in 1969. In 1974 Poole Lifeboat Museum was opened. In 1978 Arts Centre was opened. Poole became a unitary authority in the year 1997. In the 21st century, Poole has become a Pottery Centre which made it an attractive tourist destination. Today Poole flourishes on Tourism. In 2007 Poole Museum was reopened. Present Population of Poole is 138,000.