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 Dublin

Dublin

Dublin is the largest city and capital of Ireland. Dublin is located in Leinster province on the east coast of Ireland at River Liffey mouth. The Urban population of the Dublin is 1,345,402. The population of Greater Dublin Area according to 2016 is 1,904,806. After the Invasion, of Normans, Kingdom of Dublin became a principal city of Ireland. Dublin expanded rapidly in the 17th century and is the second largest town in British Empire. Dublin became the capital of Irish Free State after the partition of Ireland in 1922.

City council administers Dublin. It is listed by World Cities Research Network and Globalization as a global city with a ranking of Alpha. Dublin is historic and a major centre for arts, education, industry, administration and economy.

History

During 18th century, Dublin city grew more rapidly because many districts and buildings were added. Districts added was Merrion Square, Royal Exchange and Parliament House. In 1757 beginnings of City Corporation was created. In 1759, Ireland’s famous Guinness Stout was first brewed. In 1779 Grand Canal was built and in 1786 police force was established. At the end of the century, Kilmainham Goal and O Connell Bridge was built. The population was grown to 180,000 in 1800. Overpopulation brought poverty and diseases.

In 19th-century street lighting was introduced in Dublin. Dublin suffered economic as well as political decline. Things changed rapidly in the 20th century with 1916 Easter Rising. Dublin was setting for many significant events during Irish struggle for independence. In mid-1990’s economic boon in Dublin brought massive expansion and development to the city. It included the creation of Dublin’s new landmarks, Spire monument on O Connell Street. Dublin is the only largest conurbation in Ireland. In Greater Dublin Area 1.2 million people live. This area population comprises 28% of country’s total population.

The boom brought many new ethnic groups in the city and created an international feel in the north inner city.

Economy

Ireland Economic Centre is Dublin. During Celtic Tiger period in 2009, Dublin was at the forefront of country’s economic expansion. Dublin is listed as the fourth richest city in the world by power and 10th richest by personal income. It is also a 13th most expensive city in the European Union and 58th expensive place to live in the world. Around 800,000 people employed in Greater Dublin Area. Out of this population, 600,000 were employed in the service sector and 200,000 in an industrial sector.

Various traditional industries in Dublin like food processing, brewing, textile manufacturing and distilling declined. In 1990’s Dublin attracted a various global information, communications and pharmaceutical technology companies. Companies like Amazon, Google, Paypal, Microsoft, Facebook, Twitter, Accenture, Yahoo!, eBay and Pfizer now have headquarters and operational bases in Dublin. Various enterprise clusters like Silicon Docks and Digital Hub are located in this city.

After the establishment of Dublin’s International Financial Services Centre in 1987, financial services became important to Dublin. Under IFSC programme, 500 operations were approved. This centre is also host to world’s top 20 insurance companies and top 50 banks. Various international firms established their headquarters in a city like Citibank and Commerzbank. Irish Enterprise Exchange, Internet Neutral Exchange and Irish Stock Exchange are located in Dublin.