A Quick Glance

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    Get familiar with basic concepts and terminologies used in ITIL® Service Lifecycle

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    Delivered by highly experienced and certified instructors that help the delegates to understand to concepts by giving real world examples

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    Trusted by many leading brands, we offer best services in the industry

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    Our help and support team is available 24/7 for handling the queries of the delegates

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    Identify the need of adopting ITIL® within the organisation

ITIL® comes into play to fulfil the need of emerging 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) developed a set of recommendations in the 1980s. ITIL® Online 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 wants to have an understanding of ITIL®  framework and enhance the quality of IT Service Management within the organisation. ITIL® Online Foundation is best suited for:

  • IT Managers
  • System Administrators and Analysts
  • Database Administrators
  • Service Delivery Professionals
  • Operations Managers
  • Development team
  • Owners of process
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Prerequisites

  • The delegate who want to attend ITIL® 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
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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 clearing the ITIL® Online 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
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What's included

  Course Overview

Pentagon Training introduces three days ITIL® Online Foundation Training that is accredited by PeopleCert (globally recognised ITIL® provider) to help the delegates in understanding the concepts and terminologies used in ITIL® Service Lifecycle. Our courses are delivered by highly experienced and certified instructor with latest study material in the market. 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. Our technical assistance team will be available throughout the training session.

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  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
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Packages & Prices

ITIL® Online Foundation Enquiry

 

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