ITIL Foundation Blended Training

Understanding ITIL and Service Management

• ITIL Overview (13 min)
  • Introduction to ITIL
  • Benefits of ITIL
  • The ITIL qualification
  • Summary
• Basic of Service and Service Management (16 min)
  • The Features of a Service
  • How Services provide value
  • The feature of Service Management
  • Summary
• Providing Service to Customers (10 min)
  • Exercise
  • Identifying Service Management features
  • Identifying ways to add value

Introducing the Service Lifecycle

• The ITIL Service Lifecycle (23 minutes)
  • Stages of the ITIL Service Lifecycle
  • Objectives of the Lifecycle stages
  • Summary
• Scope and Value of Lifecycle Stages (16 min)
  • The scope of Lifecycle stages
  • The value of Lifecycle stages
  • Summary
• Lifecycle Functions and Processes (10 min)
  • Lifecycle Functions and Processes
• Recognizing the Service Lifecycle Stages (10 min)
  • Exercise
  • Recognizing stages
  • The scope and value of stages
  • Functions and processes

Course Test (10 Question + some add-ons)

Using Service Strategies to Create Value (1 h)

• Service Strategy Concepts (15 min)
  • Basic Service Strategy concepts
  • Strategy and customers
  • Services and the Service portfolio
  • Service providers and stakeholders
  • Summary
• Create Value with Assets and Services (21 min)
  • Identifying factors that determine value
  • Using assets to create and add value
  • Summary
• Automate Service Processes (11 min)
  • Advantages of service automation
  • Service automation guidelines
  • Summary
• Applying Service Strategies (15 min)
  • Exercise Overview
  • Creating value through services
  • Applying service automation

Service Strategy Processes (40 min)

• Service Portfolio Management (23 min)
  • Service Portfolio Management
  • The define and analyse phases
  • The approve and charter phases
  • Key CSFs, KPIs, and risks
  • Summary
• Managing Service Strategies (15 min)
  • Exercise overview
  • Recognizing strategy considerations
  • Managing the Service Portfolio

Course Test (12 questions)

Manging Service Strategy Processes

• Financial Management for IT Services (23 min)
  • Benefits and concepts
  • Key inputs and outputs
  • Business case
  • Risk management
  • Summary
• Business Relationship Management (25 min)
  • The BRM process
  • BRM and customer satisfaction
  • BRM considerations
  • Summary
• Managing Service Strategy
  • Exercise Overview
  • Manging demand
  • Managing finances
  • Managing business relationship

Course Test (9 Questions)

Introducing Service Design (1.5 h)

• Aspects of Service Design (12 min)
  • Aspects of Service Design
  • Aligning with Business needs
  • Properly performing Service Design
  • Summary
• Design Service Solutions and Service Portfolio (20min)
  • Service solution considerations
  • Functions of the Service Portfolio
  • Identifying status options
  • Summary
• Design Technology and Management Architectures (16 min)
  • Features of architectural design
  • Enterprise architecture components
  • Enterprise architecture roles
  • Technology and management architects
  • Integrating Technology Management
  • Summary
• Design Required Processes (5 min)
  • Features of Process design
• Design Measurement Methods and Metrics (16 min)
  • Measurement methods and metrics
  • Types of metrics
  • Using metrics tree
  • Summary
• Understanding Service Design Aspects (20 min)
  • Exercise Overview
  • Understanding Service Design
  • Design service solutions
  • Designing the Service Portfolio
  • Designing and enterprise architecture
  • Designing required processes
  • Designing measurement methods

Course Test (8 Questions + some add-ons)

Service Level Management (47 min)

• Introduction to Service Level Management (12 min)
  • Service Design processes
  • Introduction to Service Level Management
  • Summary
• Service Level Management Process Activities (20 min)
  • Service Level Management activities
  • The negotiating phase
  • The monitoring and reporting phases
  • The reviewing phase
  • Summary
• Provide Service Level Management (15 min)
  • Exercise overview
  • Understanding SLM basics
  • Recognizing SLM process activities

Managing Key Service Design Processes (1 h 47 min)

Service Transition Policies and Processes (1h 21 min)

• The Scope of Service Transition (24 min)
  • Scope of Service Transition
  • Summary
• Release and deployment Management in Service Transition (10 min)
  • Scope and purpose
  • The four phases
  • Summary
• Knowledge Management in Service Transition (10 min)
  • Scope and purpose
  • Summary
• Asset transition, Service Support (15 min)
  • Service Asset and Configuration Management
  • Transition planning and support
  • Summary
• Understanding Service Transition Processes (20 min)
  • Exercise overview
  • Recognizing Service Transition policies
  • Managing release and deployment
  • Recognizing the DIKW structure
  • Identifying activities

Change Management for IT Services (1 h)

• Change Management (19 min)
  • Purpose and scope
  • Service change types
  • Change management interfaces
  • Summary
• Normal and Emergency Changes in Change Management (17 min)
  • Normal change lifecycle
  • Emergency change lifecycle
  • Summary
• Managing IT Service Changes (15 min)
  • Exercise overview
  • Recognizing types of changes
  • Recognizing change lifecycle actions
  • Summary

Course test (12 Questions)

Service Operation Scope and Functions (1h 13 min)

• The Scope and Responsibilities of Service Operation (10 min)
  • Scope
  • Responsibilities
  • Summary
• The Role of Communication in Service Operation (16 min)
  • Effective communication practises
  • Facilitating successful meetings
  • Common Service Operation meetings
  • Summary
• Service Desk Roles and Objectives (19 min)
  • Service Operation functions
  • Benefits of a service desk
  • Structural factors
  • Service desk structures
  • Summary
• Other Service Operation Functions (18 min)
  • Service Operation objectives
  • Technical Management
  • IT Operations Management
  • Application Management
  • Summary
• Using Service Operation Functions (10 min)
  • Exercise overview
  • Recognizing service operations
  • Setting up a service desk

Course test (9 Questions)

Incident Management (1 h)

• The Scope and principles of Incident Management (12 min)
  • Incident Management scope
  • Incident Management principle
  • Summary
• The Incident Management process (20 min)
  • Incident identification and logging
  • Categorization and prioritizing
  • Diagnosis, escalation, and investigation
  • Resolution, closure, and re-opening
  • Summary
• Managing Incidents (20 min)
  • Exercise overview
  • Identifying scope
  • Identifying principles
  • Identifying activities
• Incident Management Interfaces (9 min)
  • Incident Management and other processes
  • Summary

Problem, Event, Request and Access Management (1h 16 min)

• The Scope and principles of Problem management (11 min)
  • Scope of Problem Management
  • Problem Management principles
  • Summary
• The Problem Management Process (21 min)
  • The Problem Management process
  • Detect, log, categorize, prioritize
  • Investigate, Work Around, Raise error
  • Resolve, close, review
  • Summary
• Managing problems (15 min)
  • Exercise overview
  • Identify scope
  • Recognize principles
  • Identifying activities
• Problem Management Interfaces (8 min)
  • Problem management and other processes
  • Summary
• Event, Request, and Access management (11 min)
  • Introducing Service Operation processes
  • Event Management
  • Request Fulfilment
  • Access management
  • Summary

Course Test (9 Questions)

Introduction to Continual Service Improvement (1h 15 min)

Instructions about the exam and the set up

A mock up exam of 40 multiple choice questions