In-Person Classroom
Take up training through the tried and tested classroom model
- Lifetime access to the ITIL6 Foundation course material
- 100% guarantee on passing the exam in first attempt*
- 16 PDU's certificate and course completion certificate
$ 2999 $ 2499
Live Online Classroom
Online learning made easy with the live presence of an instructor
- Revisit the class with live class recorded videos - Lifetime access
- 100% guarantee on passing the ITIL6 Foundation exam in first attempt*
- ITIL6 Foundation exam voucher, 16 PDU's & course completion certificates
- Lifetime access to the ITIL6 Foundation course material
$ 1999 $ 1799
Online Self-Study
Learn whenever you have time with self-study modules
- Lifetime access to the ITIL6 courseware and practice tests
- AXELOS ITIL6 Foundation exam voucher Included
- High quality course material with 7 days money back guarantee*
- Dedicated ITIL certified staff to support your studies
- Upgrade to Live online or In-person classroom at discounted rates
$ 1299 $ 899
ITIL V6 Foundation Training
A pathway to practically implementing ITIL® theory in existing business environments.
Course Overview
The IT Infrastructure Library (ITIL) is a set of concepts and techniques for managing information technology (IT) infrastructure, development, and operations.
ITIL is the most widely accepted Best Practices Framework in IT Service Management in the world. This is relevant to anyone involved in the delivery or support of IT services.
Individuals who require a basic understanding ITIL Framework and how it can be used to enhance the quality of IT Service Management in the organization can take this course to advance their skill.
Course Agenda
Best Practices
ITIL Framework
Why is ITIL so successful?
Service Lifecycle
Service Management
Functions
Process
Process Model
Internal & External Customers & Services
Purpose & Objectives of Service Strategy
Scope of Service Strategy
Value to Business
Resources & Capabilities
Assets
Value
Components of Value
Service Utility
Service Warranty
Value Creation & Service Provider types
Core, Enabling & Enhancing Services
Risk
Purpose of Service Portfolio Management
Scope & Objectives of Service Portfolio Management
Purpose & Objectives of Demand Management
Scope & Concepts of Demand Management
Customers & Users
Purpose & Objectives of Financial Management
Scope of Financial Management
Business Case
Purpose of Business Relationship Management
Scope & Objectives of BRM
Differences Between BRM & SLM
Purpose & Objectives of Service Design
Scope of Service Design
Value of Service Design
Four Ps
The Five Design Aspects
Service Design Package
Purpose, Objectives & Scope of SCM
Service Catalogue with two views
Service Catalogue with three views
Purpose & Objectives of SLM
Scope of SLM
Service Level Requirements
Service Level Agreement & SLAM Chart
SLA Frameworks
Operational Level Agreement & Underpinning Contract
Service Review & Service Improvement Plan
Key Activities of Service Design
The Relationship Between SLM & BRM
Interfaces with SLM
Purpose & Objectives of Capacity Management
Scope of Capacity Management
Basic Concepts of Capacity Management
Purpose of Availability Management
Objective & Scope of Availability Management
Basic Concepts of Availability Management
Purpose & Objectives of ITSCM
Business Impact Analysis
Risk Assessment
Purpose & Objectives of ISM
Scope of ISM
Information Security Policy
Purpose of Supplier Management
Objectives of Supplier Management
Supplier Categories
Basic Concepts of Supplier Management
Purpose & Objectives of Design Coordination
Scope of Design Coordination
Service Automation
Skills Framework for Information Age (SFIA)
Scope & Value to Business of Service Transition
Purpose & Objectives of Service Transition
Purpose & Objectives of Change Management
Scope & Basic Concepts of Change Management
Interfaces within Service Management
Change Request
Change Models, Remediation Planning, Cab & ECAB
Change Advisory Board
Change Management Activities
Supplier Categories
Purpose & Objectives of SACM
SACM
Scope of SACM
Configuration Item
CI Categories
CMS & DML
CMDB & Configuration Baseline
Purpose & Objectives of Knowledge Management
Scope & Basic Concepts of Knowledge Management
D-I-K-W
SKMS
Purpose & Objectives of Release & Deployment Management
Scope of Release & Deployment Management
Release Unit & Release Policy
Release Package
Purpose & Objectives of Transition Planning & Support
Scope of Transition Planning & Support
Purpose & Objectives of Service Operation
Scope of Service Operation
Value of Service Operation
Communication in Service Operation
Event Management
Purpose, Objectives & Scope of Event Management
Basic Concepts of Event Management
Purpose of Incident Management
Scope & Objectives of Incident Management
Basic Concepts of Incident Management
Incident Model
Incident Prioritization
Interfaces with Incident Management
Purpose & Objectives of Request Fulfillment
Service Request
Purpose & Objectives of Problem Management
Problem Models
Incident Versus Problems
Basic Concepts of Problem Management
Problem Management Process
Interfaces with Problem Management
Purpose & Objectives of Access Management
Scope of Access Management
Service Desk Function
Objectives of Service Desk Function
Local Service Desk
Centralized Service Desk
Virtual Service Desk
Follow the Sun
Objectives of Technical Management Function
Application Management Function
Objectives of Application Management Function
IT Operations Management Functions
Purpose of CSI
Objectives & Scope of CSI
Value of CSI
CSI Register
The Deming Cycle
P-D-C-A Cycle
CSI Approach
Business Questions for CSI
Basic Concepts of CSI
CSFs and KPIs
The Seven-step Improvement Process
Integration PDCA Cycle & 7 Step Improvement Process
Purpose, Objectives & Scope Of The 7-step Improvement Process
Governance
Baseline
Process Owner
Process Manager
Process Practitioner & Service Owner
RACI Model
Competence, Skills & Training