ITIL® Foundation

ITIL® Foundation course provides the delegates with the understanding of concepts, terminologies, processes and principles used in ITIL® Service Lifecycle. It is the entry-level certification and acts as a prerequisite for all the advanced levels of ITIL® Certification.

During this training, the delegates will get to know about the ITIL® framework that is used by many organisations globally. Also, get to know about the link between various stages of lifecycle and processes used in it.

• Our courses are delivered by certified and experienced instructors in luxury venues

• PeopleCert accredits ITIL® Foundation course

• We at MSP Training offers the best price in the industry

• Many leading brands trust MSP Training

• Our help and support team is always available to handle the queries of delegates

Prerequisites

ITIL® Foundation doesn’t have any prerequisite but having knowledge and interest in the subject can be beneficial.

Target Audience

• The professionals who are already working in IT services and want to improve their knowledge and skills regarding ITIL® framework.

• Individuals who are interested in enhancing the performance of the business.

What Will You Learn?

• Get to know about the various concepts and terminologies of service lifecycle needed to clear the exam

• Learn how to enhance productivity of organisation by applying tools and techniques

• Identify how to improve the efficiency of business changes for better user experience

• Understand how to implement ITSM processes for better efficiency of services

• Know to boost up professional development along with customer satisfaction

• Identify how to automate tasks and use the saved time for other tasks

Contents

Introduction: Service Management

• Define Service Management and its scope

• Service Management life cycle

• Principles of IT Service Management

• Defining Service

• Benefits of Service Management in organisation

• Define Process and its characteristics

• RACI Model

• Types of service providers

• Contracts and suppliers

Introduction: Service Management life cycle

• Service life cycle

• Elements of life cycle

• Link between different life cycle stages

• Relation between Governance and ITSM

Introduction: Service Strategy

• Define Service Strategy

• Service Strategy Process

• Type of Services involved in the organisation

Introduction: 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

Introduction: Service Strategy Process

• Define Process

• Demand Management

• Service Demand

• PBA and UP

• Service Portfolio components

• Service Portfolio Management

• Financial Management

• Managing business relations

Introduction: Service Design

• Define Service Design

• Roles in Service Design

• Key concepts and terminologies

• Service Design process

• Service Catalogue Management

• Service Level Management

• Capacity Management

Introduction: Service Transition

• Define Service Transition

• Configuration item

• Configuration Management System

Introduction: Service Transition Process

• Overview and Objective

• Transition, Planning and Support

• Change Management and Change Model 

Introduction: 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