ITIL® Foundation and Practitioner Training

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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
Identify the need for adopting ITIL® within the organisation
Build a career in service management to get more success and opportunities in future projects
Get essential skills needed to apply ITIL® in the organisation
Courses are delivered in various modes like classroom, online and on-site according to the comfort of the customers
PeopleCert accredits all ITIL® courses of Pentagon
PeopleCert accredits all ITIL® courses of Pentagon

ITIL® comes into play to fulfil the emerging need of IT services within the organisation. With growing need of technology, organisations got more and more dependent on IT, so the UK’s Government’s Central Computer and Telecommunications Agency (CCTA) had developed a set of recommendations in the 1980s. It provides a structure to manage and deliver different services for consistent and better user experience. In ITIL® Practitioner course, various concepts and terminologies that are learnt in ITIL® Foundation can be implemented. ITIL® Practitioner Certification is designed to successfully implement service improvements based on the ITIL® philosophy of “adopt and adapt”.

Pentagon Training’s ITIL® Foundation and Practitioner training provide comprehensive understanding processes, procedures, activities and checklists used by the organisation to establish integration with the overall strategy.

Who should take this course

ITIL® Foundation and Practitioner Course is for everyone but is best suited for:

The individuals who wanted to get ITIL® Foundation and Practitioner Certification
IT professionals to gain ITIL® certification and implement changes in their organisation
Professionals or employees who are interested in business performance improvement

Prerequisites

ITIL® Foundation

ITIL® Foundation course doesn’t have any prerequisite.

ITIL® Practitioner

The delegate must have completed ITIL® Foundation course, before attending this course.

Learn about best practices, basic concepts, key principles, and process models of IT Service Management required clearing the ITIL® 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 use IT Service Management concepts that are key drivers of continual service improvement
Determine how to use metrics and measurement for enabling continual service improvement
Learn how to communicate effectively with team members involved in the team
Apply organisation change management to support continual service improvement
Apply CSI approach for managing process improvements in a given organisational context

Exam(s) included

Certificate

Tutor Support

Course Overview

Pentagon training introduces ITIL® Foundation and Practitioner training that is ideal for professionals who focuses on the understanding and implementation of the application of the concepts and principals involved in ITIL® service lifecycle. The delegate can build a career in service management for getting more success and opportunities in future projects. Get essential skills needed to apply ITIL® in the organisation. The aim of the trainer is to make the concepts and terminologies clear by giving real world examples.

Our training program includes classroom, online, on-site and virtual classroom courses. You can choose the program according to their requirement or comfort.

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 Multiple Choice Questions (MCQ’s), each question has four options, and 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 to get the desired percentage to clear the exam. Our experienced and certified trainers will help the delegates to get a deep understanding of the subject.

The exam will be of a specific period, and you need to complete all questions within that period only. No extra time will be provided for any reason.

The language used in the exam would be English. 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

Overview of Service Management

Define Service and Service Management
Scope and Objective
Service Management Lifecycle
Principles of IT Service Management
Benefits of Service Management
Define Process and its characteristics
RACI Model
Service providers and its types
Contracts and suppliers

Service Management Lifecycle

Introduction to Service Lifecycle
Elements of Lifecycle
Link between different stages of the lifecycle
Relation between Governance and ITSM

Service Strategy

Introduction to Service Strategy
Define 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
Uses and Structure and of Business case

Service Strategy Process

Define Process
Define 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 used in Service Design
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 of Service Transition Process
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

Service Management

Key concepts
Adopt and Adapt
Costs and risks involved
Guiding Principles
- Focus on value
- Design for experience
- Start where you are
- Work holistically
- Progress iteratively
- Observe directly
- Be transparent
Collaborate
Keep it simple

Service management approach

Define Vision
Current situation of organisation and objective
Results or outcomes
Maintaining good work

Change Management in organisation

Define Change Management
Resistance sources
People transition
Management of Stakeholders
Management of sponsors
Managing resistance
Reinforcement

Metrics and Measurements

Define Metrics and Measurements
CSFs and KPIs
Metric cascades and hierarchies
Categories of Metric

Communication

Introduction to communication
Effects of poor communication
Good communication and its benefits
Principles of communication
Types of communication

ITIL® Foundation and Practitioner Enquiry

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

About Carlisle

Carlisle, a city in Cumbria, is also the managerial centre of the City of Carlisle region in North West England. It is the main settlement in the county of Cumbria and helps as the managerial centre for both Carlisle City Council and Cumbria County Council. At the time of the 2001 survey, the population of Carlisle was 71,773. In 2011, the city's population had increased to 75,306, with 107,524 in the wider city.

The early history of Carlisle is noticeable as a Roman payment, recognised to serve the forts on Hadrian's Wall. In the Middle Ages, because of its nearness to the Realm of Scotland, Carlisle industrialised meaningfully. The armed stranglehold, Carlisle Castle, was built in 1092 by William Rufus, and once added as a custodial for Mary, Queen of Scots. The castle now relatives the Duke of Lancaster's Regiment and the Border Regiment Museum. In the 12th century, Henry I allowed the building of a priory in Carlisle. The town produced the rank of a city when its diocese was formed in 1133, and the cloister industrialised Carlisle Cathedral.

Governance:

Carlisle has detained city status since the Middle Ages. Also, it kept its status as an area constituency or governmental borough for centuries, at one time returning two MPs. In 1835 it became a municipal borough and was later upgraded to a borough status in 1914. The city's boundaries have changed several times since 1835 the final time in 1974.

The municipal area surrounded many parts of parishes which were combined into a single civil parish of Carlisle in 1904. The currently present urban area is considered as an unparished area. Carlisle had in 2002 made an unsuccessful attempt to grow to a Lord Mayoralty. An iconic building that stands tallest in Carlisle may be demolished, and the area nearby to it rehabilitated.

Climate:

Carlisle practices an oceanic climate. In January 2005 Carlisle was hit by strong wind storms and torrential rains. On Saturday 8 January 2005 all roads into Carlisle were shut owed to severe flooding, the worst since 1822, which produced three deaths. Less severe but still significant flooding occurred in 2009, but due to Storm Desmond. Carlisle experienced even worse flooding than 2005 between Friday 4 and Sunday 6 December 2015. During this time, nearly 36 hours of nonstop precipitation broke flood defences. This left several areas submerged including Bitts Park, Hardwicke Circus and Warwick Road. This left the famous Sands Centre, stranded from the rest of the city. As several other areas of Cumbria were also severely pretentious, all trains to Scotland were postponed forever. The trains on the West Coast Principal went no further than Preston. Prime Minister David Cameron stayed the city on 7 December 2015 to measure the damage.