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ITIL Foundation Training

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ITIL® Foundation training helps in gaining knowledge about the core principles of IT practices for IT Service Management as developed by AXELOS , a global accreditation body. The course encompasses the understanding on IT Infrastructure Library (ITIL®) terminology, structure, and basic concepts required to increase business productivity and reliability. Participants are guided how to sync IT services with the business requirements to achieve the strategic objectives. The learning curve will provide information on identifying the technology, architecture, framework models, processes, functions, and roles.

ITIL® 4, which was launched in February 2019, is the latest evolution of ITIL®. It is the first vital update to the ITIL® framework after 2011, designed to keep up with recent trends in software development and IT operations.

Upon the completion of ITIL® Foundation training, you will gain understanding in the following:

  • Concept of Service management as a practice
  • Structure of ITIL® service lifecycle along with objectives and scope of service strategy
  • Generic concepts and definitions covering assets, service catalogue, risk management, service level agreement (SLA), Service knowledge management system (SKMS) and more
  • Key principles and models explaining the importance of people, processes, products and partners for Service management
  • Selected processes
  • Selected functions
  • Selected roles and associated responsibilities
  • Technology and architecture
  • Competence and skills for service management
Target audience
  • Candidates willing to learn ITIL® framework for improving the IT service management within an organization
  • IT professional’s already following ITIL® practices but wants to update their knowledge and skills
  • Business leaders, managers, and professionals irrespective of any domain can maximize their inputs and be beneficial
Prerequisites

While there is no formal prerequisite for this training, however candidates with a strong interest in IT service management are the ideal participants for this course.

Exams
  • ITIL® Foundation Exam

Note:
1. ITIL® is a registered trade mark of AXELOS Limited.
2. Swirl logo™ is a registered trademark of AXELOS Limited

ITIL® FND01: Service management as a practice

  • Describe the concept of best practices in the public domain
  • Describe and explain why ITIL® is successful
  • Define and explain the concept of a service
  • Define and explain the concept of internal and external
  • Define and explain the concept of internal and external services
  • Define and explain the concept of service management
  • Define and explain the concept of IT service management
  • Define and explain the concept of stakeholders in service management
  • Define processes and functions
  • Explain the process model and the characteristics of processes

ITIL® FND02: The ITIL® service lifecycle

  • Describe the structure of the ITIL® service lifecycle
  • Account for the purpose, objectives and scope of service strategy
  • Briefly explain what value service strategy provides to the business
  • Account for the purpose, objectives and scope of service design
  • Briefly explain what value service design provides to the business
  • Account for the purpose, objectives and scope of service transition
  • Briefly explain what value service transition provides to the business
  • Account for the purpose, objectives and scope of service operation
  • Briefly explain what value service operation provides to the business
  • Account for the main purpose, objectives and scope of continual service Improvement
  • Briefly explain what value continual service improvement provides to the Business

ITIL® FND03: Generic concepts and definitions

  • Utility and warranty
  • Assets, resources and capabilities
  • Service portfolio
  • Service catalogue (both two-view and three-view types)
  • Governance
  • Business case
  • Risk management
  • Service provider
  • Supplier
  • Service level agreement (SLA)
  • Operational level agreement (OLA)
  • Underpinning contract
  • Service design package
  • Availability
  • Service knowledge management system (SKMS)
  • Configuration item (CI)
  • Configuration management system
  • Definitive media library (DML)
  • Change
  • Change types (standard, emergency and normal)
  • Event
  • Alert (Glossary)
  • Incident
  • Impact, urgency and priority
  • Service request
  • Problem
  • Workaround
  • Known error
  • Known error database (KEDB)
  • The role of communication in service operation
  • Release policy
  • Types of services
  • Change proposals
  • CSI register
  • Outcomes
  • Patterns of business activity
  • Customers and users
  • The Deming Cycle

ITIL® FND04: Key principles and models

Service strategy

  • Describe value creation through services

Service design

  • Understand the importance of people, processes, products and partners for Service management
  • Understand the five major aspects of service design
    • Service solutions for new or changed services
    • Management information systems and tools
    • Technology architectures and management architectures
    • The processes required
    • Measurement methods and metrics

Continual service improvement

  • Explain the continual service improvement approach
  • Understand the role of measurement for continual service improvement and Explain the following key elements:
    • Relationship between critical success factors (CSF) and key performance indicators (KPI)
    • Baselines - Types of metrics (technology metrics, process metrics, service metrics)
    • Types of metrics (technology metrics, process metrics, service metrics)

ITIL® FND05: Processes

Service strategy

State the purpose, objectives and scope for:

  • Service portfolio management 
    • The service portfolio 
  • Financial management for IT services 
    • Business case
  • Business relationship management 

Service design

Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for:

  • Service level management (SLM)
    • Service-based SLA
    • Multi-level SLAs
    • Service level requirements (SLRs)
    • SLA monitoring (SLAM) 
    • Service review 
    • Service improvement plan (SIP)
    • The relationship between SLM and BRM

State the purpose, objectives and scope for:

  • Service catalogue management
  • Availability management 
    • Service availability 
    • Component availability 
    • Reliability
    • Maintainability
    • Serviceability 
    • Vital business functions (VBF) 
  • Information security management (ISM) 
    • Information security policy
  • Supplier management 
    • Supplier categories
  • Capacity management 
    • Capacity plan
    • Business capacity management 
    • Service capacity management 
    • Component capacity management 
  • IT service continuity management 
    • Purpose of business impact analysis (BIA) 
    • Risk assessment
  • Design coordination 

Service transition

Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for:

  • Change  management 
    • Types of change request 
    • Change  models
    • Remediation  planning 
    • Change  advisory  board  /  emergency  change  advisory  board
    • Lifecycle of a  normal change

State the purpose, objectives and scope for:

  • Release and deployment management 
    • Four phases of release and deployment 
  • Knowledge management
    • Data-to-Information-to-Knowledge-to-Wisdom (DIKW) & SKMS
  • Service asset and configuration management (SACM)
  • Transition planning and support

Service operation

Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for:

  • Incident management  
  • Problem management 

State the purpose, objectives and scope for:

  • Event management 
  • Request fulfillment 
  • Access management 
  • Continual service improvement

State the purpose, objectives and scope for:

  • The seven-step improvement process

ITIL® FND06: Functions

06 - 1. Explain the role, objectives and organizational structures for

  • The service desk function

06 - 2. State the role and objectives of:

  • The technical management function
  • The application management function with application development
  • The IT operations management function (IT operations control and facilities management)

ITIL® FND07: Roles

07 - 1. Account for the role and the responsibilities of the

  • Process owner
  • Process manager
  • Process practitioner
  • Service owner

07 - 2. Recognize the responsible, accountable, consulted, informed (RACI) responsibility model and explain its role in determining organizational structure.

ITIL® FND08 : Technology and architecture

08 - 2. Understand how service automation assists with expediting service management processes

ITIL® FND09: Competence and training

09 - 1. Competence and skills for service management

09 - 2. Competence and skills

09 - 3. Training

ITIL® stands for IT Infrastructure Library. It is a set of guidelines and comprehensive documentation of best practice focusing on the quality IT Service Management (ITSM) and the environment supporting IT. ITSM objective is to align IT services with the needs of business.

Used by many organizations, both public and private, this ITL philosophy has grown up supporting professional qualification scheme.
"V3" stands for Version 3.I

ITIL 2011 is the current globally recognized credential for ITIL Foundation level.
Since July 2013, ITIL® has been owned by AXELOS Ltd, which has licensed different organizations for administering the training program, managing updates to the framework. APMG International and POPLECERT are among those organizations.

We are partner with APMG® International and PEOPLECERT, and are authorized to provide ITIL® training and certification examination.
Under the ITIL certification scheme, the following certifications are available:
  • ITIL Foundation – It is the entry level examination for the scheme.
  • ITIL Intermediate Level – ITIL Foundation is a prerequisite for this level. It offers two broad categories:
    • Service Lifecycle - management-focused examinations
    • Service Capability - process-focused examinations

  • ITIL Managing Across the Lifecycle (MALC) – It is the capstone examination of the scheme and makes you eligible for the ITIL Expert level award following successful completion.

For detailed information on different levels of ITIL certification, please visit http://www.multisoftsystems.com/itil/
ITIL® qualification adds weightage to your CV and get to the top of the CV pile. Many organizations, mention ITIL® as a prerequisite for various openings. The organizations that implement ITIL® encourage their employees to attend ITIL® training and being certified. Having more ITIL certified employees, helps the organizations to get good tenders or get outsourced projects.

How can I become an ITIL® Foundation certified professional?

After completing the ITIL® training from an ATO, you have to write the ITIL® Foundation exam. Clearing the exam successfully, you will earn two ITIL® credits and be certified in ITIL® Foundation from AXELOS®.
ATOs are Accredited Training Organizations (ATOs) who are assessed and certified by AXELOS. The ATOs arrange training and certification exam for ITIL® for all the levels including Foundation, Intermediate, Master, and Expert level. Multisoft Systems is a global AXELOS ATO.
You can write your ITIL® examination of each level modules at Multisoft Systems being an ATO.

We can provide training and conduct your ITIL® Foundation level certification exam at our own premises.

To take the exam with Multisoft Systems, please contact us at info@multisoftsystems.com
We maintain a track record of 100 % passing rate in ITIL® Foundation certification exam.

Even though unfortunately, if you fails, you can reattempt the exam in a later examination session, which is subject to a resit fee. There is no limitation on the retaking of examination.

To avoid such situation, it’s always advisable to be get trained firstly from a recognized ATO and then appear for the examination, for increased chances of getting success.
ITIL® qualifications are not restricted to a time period and will not expire, subject to AXELOS® policies.

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