Course Details

  • ITIL®: Foundation and Examination

This course introduces the IT Infrastructure Library® (ITIL®) and the concept of IT Service Management (ITSM). It outlines the processes required to deliver, measure, and improve IT services. This course also provides a comprehensive look at the concepts and terminology necessary for Foundation level understanding of ITIL.

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  • OVERVIEW
  • OBJECTIVE
  • CONTENT
  • DURATION

Overview

This course introduces the IT Infrastructure Library® (ITIL®) and the concept of IT Service Management (ITSM). It outlines the processes required to deliver, measure, and improve IT services. This course also provides a comprehensive look at the concepts and terminology necessary for Foundation level understanding of ITIL.


Who can benefit?

Users

  • Use BMC Remedy Asset Management to perform their own job
  • Understand how to use the application as it was designed, in such a manner that data entered and retrieved is accurate and applicable

Managers

  • Oversee the usage and implementation of BMC Remedy applications, as well as those that use the solution
  • May be a functional manager, line-of-business manager, or supervisor

Application Administrators

  • Configure and maintain BMC Remedy Asset Management data
  • Understand each role available within the application
  • Deploy the application to the Mid-Tier, if applicable

Developers

  • Maintain, deploy, and troubleshoot BMC Remedy Asset Management
  • Modify existing workflow or building additional workflow after extensive analysis

Prerequisites

In addition to their professional experience, students who take this training should have technical knowledge equivalent to the following courses:

Course Price

Rs. + Tax
Review service management as a practice
Understand the ITIL Service Life cycle
Identify generic ITIL concepts and definitions
Understand key ITIL principles and models
Identify selected ITIL processes, functions, and roles
Identify technology and architecture associated with ITIL processes
Have an awareness of competence and training as it relates to the field of IT
Increase participant’s capacity to pass the ITIL® Foundation Certification exam

1. INTRODUCTION TO SERVICE MANAGEMENT

  • Define Service, Customers, Users, and Outcome
  • Define Service Management
  • Describe Best Practice
  • What Is ITIL?
  • Success of ITIL
  • Define Processes and Functions
  • List the Characteristics of Processes
  • Process Model
  • Benefits and Tools of Service Automation

2. SERVICE STRATEGY

  • ITIL Service Lifecycle
  • Complementary Publications
  • Purpose, Objectives, and Scope of Service Strategy
  • Value
  • Utility and Warranty
  • Types of Assets
  • Service Portfolio
  • Service Catalog
  • Governance
  • Business Case
  • Risk Management
  • Service Providers
  • Types of Services
  • Suppliers
  • Patterns of Business Activity
  • Value Creation through Services
  • Service Portfolio Management
  • Financial Management
  • Business Relationship Management

3. SERVICE DESIGN

  • Purpose, Objectives, and Scope of Service Design
  • Value of Service Design
  • Five Major Aspects of Service Design
  • The 4 Ps
  • RACI
  • IT Service Continuity Management
  • Design Coordination
  • Capacity Management
  • Availability Management
  • Information Security Management
  • Service Level Management
  • Service Catalog Management
  • Supplier Management
  • Roles and Responsibilities of Process Owner, Process Manager, Process Practitioner, and Service Owner
  • Define Service Level Agreement (SLA), Operational Level Agreement (OLA), Underpinning Contract, Service Design Package, and Supplier Categories

4. SERVICE TRANSITION

  • Purpose, Objectives, and Scope of Service Transition
  • Value of Service Transition
  • Change Management
  • Release and Deployment Management
  • Service Asset and Configuration Management (SACM)
  • Knowledge Management
  • Transaction Planning and Support

5. SERVICE OPERATION

  • Purpose, Objectives, and Scope of Service Operation
  • Value of Service Operation
  • Service Desk Function
  • Technical Management Function
  • Application Management Function
  • IT Operations Management Function
  • Incident Management
  • Event Management
  • Request Fulfillment
  • Problem Management
  • Access Management

6. CONTINUAL SERVICE IMPROVEMENT

  • Purpose, Objectives, and Scope of Continual Service Improvement
  • Value to Business
  • CSI Register
  • Seven-Step Improvement Process
  • Continual Service Improvement Approach
  • CSFs and KPIs
  • Baselines
  • Types of Metrics
  • Plan, Do, Check, and Act (PDCA) Model

3 Days

Open Batch Schedule

There is no Open Batch Schedule for this course, you can register for Private Batch

Batch and payment details

  • Learners for private batch ranges between 10 to 50
  • Microsoft shall deliver exam voucher codes directly to the learners.
  • PO & Payment to be made in favor of RPS Consulting Pvt Ltd
  • PO to be released before 10 business days of the course start date
  • Payment to be made in full within 30 days of course completion
  • For making payment with debit & credit card, Follow this link https://bit.ly/2YYiymS
  • For support in registration, execution or banking please reach out our Microsoft Portfolio Head
    • Name : Mr. HariShankar
    • Mobile : +91 9845535952
    • Email : hari.shankar@rpsconsulting.in

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