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 Teesside

Teesside is the name given to the group of towns in the northeast part of England around the urban centre of Middlesbrough that is also made up of the towns of Stockton-on-Tees, Billingham, Redcar, Thornaby and surrounding settlements near the River Tees. Local government district also having same name between 1968 to 1974 the County Borough of Teesside.

Teesside is still an vital centre for heavy industry, also the number of people employed has dropped. Traditional industries, primarily steelmaking (British Steel) and chemical manufacture (Imperial Chemical Industries (ICI)), have been replaced to a large extent by science development high technology activities, and service sector roles.

Local government

The County Borough of Teesside was absorbed into the larger non-metropolitan county of Cleveland along with the towns of Guisborough and Hartlepool in 1979. The Teesside region was divided between the boroughs of Middlesbrough, Langbaurgh, and Stockton-on-Tees, with the wards of Billingham East & West, Stockton South, North End, Hartburn, Mile House, Norton, Grangefield, Ormesby, Thornaby East & West going to Stockton, the wards of Coatham, Eston Grange, Kirkleatham, Redcar and South Bank going to Langbaurgh and the rest going to Middlesbrough.

The River Tees and Teesport

Teesport is based on the River Tees and is currently the UK’s third largest port, and also it is included in the ten biggest ports of Western Europe. This port can handle over 56 million tonnes of goods annually which are linked with the chemical, steel processing industries and local petrochemical. The port is an vital part of logistical infrastructure for the NEPIC cluster of companies.