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ITIL® Foundation

simplilearn
Online

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Important information

  • Course
  • Online
Description

Simplilearn is the World’s Largest Certification Training Provider, with over 400,000+ professionals trained globally
Trusted by the Fortune 500 companies as their learning provider for career growth and training
2000+ certified and experienced trainers conduct trainings for various courses across the globe
All our Courses are designed and developed under a tried and tested Unique Learning Framework that is proven to deliver 98.6% pass rate in first attempt.

Important information

Opinions

S

23/06/2014
What I would highlight The course contents are fairly in depth, explained in a fairly simple language so that it is easy to understand, I liked online power point style slide which is accessible far before the training days . It helps you easy to prepare for exam at our own pace.

What could be improved Nothing.

Would you recommend this course? Yes.
R

23/06/2014
What I would highlight The course was conducted well. It elicited good interest and participation.

What could be improved Nothing.

Would you recommend this course? Yes.
S

15/06/2014
What I would highlight The workshop is well structured and provides good knowledge about the IT framework. The practical examples by faculty really helps in understanding the concept in depth.

What could be improved Nothing.

Would you recommend this course? Yes.
P

11/03/2014
What I would highlight Good program on Big Data and Hadoop; well delivered by Simplilearn Team.

What could be improved Nothing

Would you recommend this course? Yes.
T

11/03/2014
What I would highlight A well designed and delivered course content on cloud computing foundation. It cleared my basics on cloud computing and generated interest for advanced learning.

What could be improved Nothing

Would you recommend this course? Yes.
M

05/03/2014
What I would highlight This course was a great overview of the ITIL organization and workflow.

What could be improved Nothing

Would you recommend this course? Yes.
L

04/03/2014
What I would highlight This course is really informative and helpful for me to understand some of the concepts better.

What could be improved Nothing

Would you recommend this course? Yes.

Course programme

Course Preview Course Agenda
  • ITIL® Foundation
    • Getting started with ITIL® Foundation
      • Getting started with ITIL® Foundation
    • 1.1 - Introduction to service management
      • 1 Introduction to Service Management Lifecycle
      • 2 Principles of IT Service Management
      • 3 Objectives
      • 4 IT Service Management-Best Practices
      • 5 Public and Proprietary Practices
      • 6 Knowledge Check
      • 7 Service Introduction
      • 8 Service Management
      • 9 Service Management Practice
      • 10 Challenges in Service Management
      • 11 Benefits of IT Service Management
      • 12 Stakeholders in Service Management
      • 13 Internal and External Customers
      • 14 Internal and External Services
      • 15 Process
      • 16 Process Characteristics
      • 17 Functions Related to Service Management
      • 18 How Processes and Functions Operate
      • 19 Roles in Service Management
      • 20 RACI Model
      • 21 RACI Model (contd.)
      • 22 Types of Service Providers
      • 23 Supplier and Contracts
      • 24 Knowledge Check
      • 25 Summary
    • 1.2 - Service management lifecycle
      • 1 The Service Lifecycle
      • 2 Objectives
      • 3 Components of Service Management Lifecycle
      • 4 Interactions in the Service Lifecycle
      • 5 Relationship between Governance and ITSM
      • 6 Summary
    • 1.3 - Quiz
      • 1 Quiz
      • 2 Thank You
    • 2.1 - Introduction to Service Strategy
      • 1 Introduction to Service Strategy
      • 2 Service Strategy
      • 3 Objectives
      • 4 Service Strategy-Overview
      • 5 Service Strategy Processes
      • 6 Types of Services
      • 7 Service Strategy-Customers and Users
      • 8 KNOWLEDGE CHECK
      • 9 Summary
    • 2.2 - Service Strategy Concepts
      • 1 Service Strategy Concepts
      • 2 Objectives
      • 3 Service Utility and Warranty
      • 4 Service Utility and Warranty (contd.)
      • 5 Service Assets
      • 6 KNOWLEDGE CHECK
      • 7 Value Creation
      • 8 Value Creation (contd.)
      • 9 Factors that Influence Customer Perception of Value
      • 10 Customer Perception of Value
      • 11 Business Outcomes
      • 12 Business Outcomes (contd.)
      • 13 Service Packages
      • 14 Service Packages (contd.)
      • 15 Business Case and Its Uses
      • 16 Business Case Structure
      • 17 Risk
      • 18 Service Management Technology and Automation
      • 19 Automation Benefits
      • 20 Service Management Tools
      • 21 Summary
    • 2.3 - Service Strategy Processes
      • 1 Service Strategy Processes
      • 2 Objectives
      • 3 Demand Management-Overview
      • 4 Managing Demand for Services
      • 5 PBA and UP
      • 6 PBA and UP (contd.)
      • 7 Service Portfolio Management-Introduction
      • 8 Service Portfolio Management-Overview
      • 9 Service Portfolio-Components
      • 10 Service Portfolio Management-Process
      • 11 Financial Management-Overview
      • 12 Financial Management-Activities
      • 13 Financial Management-Benefits
      • 14 KNOWLEDGE CHECK
      • 15 Business Relationship Management-Overview
      • 16 BRM External and Internal Service Providers
      • 17 Business Relationship Manager Responsibilities
      • 18 Summary
    • 2.4 - Quiz
      • 1 Quiz
      • 2 Thank You
    • 3.1 - Introduction to service design
      • 1 Service Design
      • 2 Introduction to Service Design
      • 3 Objectives
      • 4 Service Design-Overview
      • 5 Roles in Service Design
      • 6 Roles in Service Design (contd.)
      • 7 Summary
    • 3.2 - Key concepts in service design
      • 1 Key Concepts in Service Design
      • 2 Lesson Objectives
      • 3 4 P’s of Service Design
      • 4 Major Aspects of Service Design
      • 5 Service Design Package
      • 6 Summary
    • 3.3 - Service design processes
      • 1 Service Design Processes
      • 2 Objectives
      • 3 Service Catalogue Management-Overview
      • 4 Service Catalogue Management Two View Structure
      • 5 Service Catalogue Management Three View Structure
      • 6 Service Catalogue Management Three View Structure (contd.)
      • 7 Role of Service Catalogue Manager
      • 8 Service Level Management-Overview
      • 9 Service Level Management-Process Activities
      • 10 Service Level Management-Key Terms
      • 11 Relationship between Service Catalogues and Agreements
      • 12 Service Level Management Designing SLA Structures
      • 13 Service Level Management Designing SLA Structures (contd.)
      • 14 Content of an SLA
      • 15 Service Level Management-service Review
      • 16 Service Improvement Program
      • 17 Interfaces To Service Level Management
      • 18 Service Level Management Vs. Business Relationship Management
      • 19 Supplier Management-Overview
      • 20 Supplier And Contract Management Information System
      • 21 Supplier Management And Service Level Management
      • 22 Supplier Categorisation
      • 23 Role Of Supplier Manager
      • 24 Capacity Management-Overview
      • 25 Capacity Management-Process Activities
      • 26 Sub Processes in Capacity Management
      • 27 Capacity Management-Capacity Plan
      • 28 Availability Management-Overview
      • 29 Availability Management-Key Terms
      • 30 Availability Management-Expanded Incident Lifecycle
      • 31 Concepts Related To Expanded Incident Lifecycle
      • 32 IT Service Continuity Management-Overview
      • 33 IT Service Continuity Management-Key Terms
      • 34 IT Service Continuity Management-lifecycle Activities
      • 35 Information Security Management-Overview
      • 36 Information Security Framework
      • 37 IT Security Policy
      • 38 Information Security Management System
      • 39 Design Coordination-Overview
      • 40 Design Coordination And Governance
      • 41 Summary
    • 3.4 - Quiz
      • 1 Quiz
      • 2 Thank You
    • 4.1 - Introduction to Service Transition
      • 1 Introduction to Service Transition
      • 2 Service Transition
      • 3 Objectives
      • 4 Service Transition-Overview
      • 5 Configuration Item
      • 6 Configuration Management System
      • 7 Summary
    • 4.2 - Service Transition Processes
      • 1 Service Transition Processes
      • 2 Objectives
      • 3 Introduction to Service Transition Processes
      • 4 Transition, Planning and Support
      • 5 Introduction to Change Management
      • 6 Change Management-Overview
      • 7 Change Model
      • 8 Types of Change
      • 9 Key Terminologies
      • 10 Change Proposal
      • 11 Change Management Process-Change Flow
      • 12 Change Advisory Board
      • 13 Change Manager-Responsibilities
      • 14 7 R’s of Change Management
      • 15 Change Metrics
      • 16 Key Challenges in Change Management
      • 17 Service Asset and Configuration Management-Overview
      • 18 Knowledge Check
      • 19 Configuration Baseline and Database
      • 20 Definitive Media Library
      • 21 CMDB and DML
      • 22 Secure Library and Secure Stores
      • 23 SACM-Logical Model
      • 24 Relationship between CMDB, CMS and SKMS
      • 25 Introduction to Release and Deployment Management
      • 26 Release and Deployment Management-Overview
      • 27 Release Policy
      • 28 Types of Releases
      • 29 Release and Deployment Approaches
      • 30 RDM Phases
      • 31 Introduction to Knowledge Management
      • 32 Knowledge Management-Overview
      • 33 Data-Information-Knowledge-Wisdom
      • 34 Summary
    • 4.3 - Quiz
      • 1 Quiz
      • 2 Thank You
    • 5.1 - Introduction to Service Operations
      • 1 Service Operation
      • 2 Introduction to Service Operations
      • 3 Objectives
      • 4 Service Operations-Overview
      • 5 Role of Communication
      • 6 Types of Communication
      • 7 Events
      • 8 Alerts and Incidents
      • 9 Problems and Workarounds
      • 10 Known Error and Known Error Database
      • 11 Priority
      • 12 Summary
    • 5.2 - Service Operations Processes
      • 1 Service Operations Processes
      • 2 Objectives
      • 3 Event Management-Overview
      • 4 Event Management-Process Activities
      • 5 Event Logging and Filtering
      • 6 Manage Exceptional Events
      • 7 Manage Informational and Warning Events
      • 8 Knowledge Check
      • 9 Incident Management-Overview
      • 10 Incident Management-Basic Concepts
      • 11 Incident Management-Process Flow
      • 12 Process Interfaces
      • 13 Problem Management-Overview
      • 14 Types of Problem Management Processes
      • 15 Reactive Problem Management-Process Flow
      • 16 Problem Management-Interface with Other Processes
      • 17 Request Fulfillment-Overview
      • 18 Service Request
      • 19 Access Management-Overview
      • 20 Summary
    • 5.3 - Functions
      • 1 Functions
      • 2 Objectives
      • 3 Service Desk-Overview
      • 4 Local Service Desk
      • 5 Centralised Service Desk
      • 6 Virtual Service Desk
      • 7 Follow The Sun Service Desk
      • 8 Specialised Service Desk
      • 9 Service Desk Staffing
      • 10 Service Desk-Skills Required
      • 11 Service Desk Metrics
      • 12 Technical Management-Overview
      • 13 Application Management-Overview
      • 14 Application Management vs. Application Development
      • 15 IT Operations Management-Overview
      • 16 Summary
    • 5.4 - Quiz
      • 1 Quiz
      • 2 Thank You
    • 6.1 - Introduction to Continual Service Improvement
      • 1 Introduction to Continual Service Improvement
      • 2 Continual Service Improvement
      • 3 Objectives
      • 4 CSI-Overview
      • 5 Summary
    • 6.2 - Key Principles and Models
      • 1 Key Principles and Models
      • 2 Objectives
      • 3 CSI and Organisational Change
      • 4 CSI Register
      • 5 Service Measurement
      • 6 CSI Monitor and Measure
      • 7 Types of Metrics
      • 8 CSI-Measurement and Metrics
      • 9 CSF and KPI-Examples
      • 10 CSI: PDCA-Deming Cycle
      • 11 Seven-Step Improvement Process-Overview
      • 12 Seven-Step Improvement Process-Scope
      • 13 Seven-Step DIKW Model
      • 14 CSI Model
      • 15 Summary
    • 6.3 - Quiz
      • 1 Quiz
      • 2 Thank You
    • 07 - Assessment
      • Assessment
    • Final Words
      • Final Words
    • Tips and Tricks
      • Introduction
      • Service Management As Practice
      • Service Strategy
      • Service Design
      • Service Transition
      • Service Operation
      • Continual Service Improvement
      • Service Desk
      • Tricky Questions
      • Time Management
      • Other Roles

Additional information

  • What is this course about?

    ITIL® Foundation training from Simplilearn is designed to ensure that you clear the ITIL exam in the first attempt. The ITIL® Foundation certification is considered as the entry level qualification in the field of ITIL certification path. Our training focuses on the key elements, concepts and terminologies associated with ITIL service lifecycle management. It includes ITIL Lifecycle Phase Interactions & Outcomes, ITSM processes and Service Management best practices.

  • What are the Course Objectives?

    By the end of this training you will:
    • Learn about IT Service Management best practices, generic concepts, key principles, and ITIL® 2011 process models that are required to clear the ITIL Foundation exam
    • Gain a comprehensive understanding of the purpose, objective and scope of service strategy, service design, service transition, service operations, and Continual Service Improvement
    • Learn how to apply ITIL tools, techniques and concepts to improve efficiency and effectiveness in business changes to optimize customer experience
    • Understand how to apply lean principles and automate standard tasks, to improve efficiency of ITSM processes
    • Save costs by centralizing activities and teams using well defined fit-for purpose and fit-for-use processes

  • Who should do this course?

    ITIL certification is an essential requirement for professionals who needs a basic understanding of ITIL® framework and how it may be used to enhance the quality of IT service management within an organization. This certification is most suited for:
    • IT Managers/Support teams
    • System Administrators/Analysts
    • Operations Managers
    • Database Administrators
    • Service Delivery Professionals
    • Quality Analysts
    • Application Management team/Development team
    • Process Owners/Practitioners


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