ITIL Foundation Certification Course

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1 ITIL Foundation Certification Course About the Programme While most IT divisions are organized by functions such as desktop management, application management, Network management, System & database administration, security, helpdesk etc. The actual IT Service process crosses these functional boundaries. While each function aims at improving the efficiency with which they perform their part of the overall process, the effectiveness of the IT Service viewed from the perspective of the end user / customer is less than stunning. IT Service Management (ITSM) is a discipline for managing IT systems, philosophically centered on the customer s perspective of Information Technology s contribution to the business. ITIL (IT Infrastructure Library) is the most accepted framework for IT Service Management in the world. ITIL describes an integrated, process based, best practice framework for managing IT services. ITIL Foundation training is designed to provide basic knowledge of what an IT Service Management System and its practice oriented implementation. Learning Outcomes By end of the course, the audience will be able to Understand ITSM concepts Benefits of ITIL and ITSM in businesses ITIL history and certification overview ITIL generic concepts and definitions Service Lifecycle approach Objective, benefits, high level activities of each processes Relationship between processes Technology and architecture How to improve IT efficiency using ITIL Who Should Attend? Employees of both internal and external service providers IT Managers, Support team members and team Leaders. Account managers who interact with business and IT. Prerequisites There is no formal prerequisite for this course, but it is recommended that the participants have some experience in the IT service management.

2 Course Duration 16 Hours of study ( 2 days or 3 days) Course Format Interactive Classroom Based Training Interactive Live Virtual Training ( Using Online Training platform) Exam Format 40 multiple choice questions Exam conducted online or paper based Closed Book Exam Time 60 minutes. [15 Minutes extra for non-native English speakers] Pass mark 65% ( 26 Marks ) Technical Requirements for Online Exam or Virtual Classes Operating System: Windows XP or newer: Browser: Internet Explorer 6.x or newer CPU: P350 MHz, recommended P500+ MHz: Memory: 128 MB, recommended 256+ MB RAM Internet Connection: 28.8 Kbps, recommended 128+ Kbps Other: Sound card, microphone, and speakers OR headset with microphone ITIL Training Road MAP

3 Detailed Course Agenda Day 1 09:00 09:30 Course Introduction 09:30 10:30 Unit 1 Service Management as a Practice 10:45 12:45 Unit 2 Service Strategy 13:45 15:30 Unit 3 Service Design 15:30 15:45 Break 15:45 17:00 Unit 3 Service Design Continue Exam Preparation Guides Day 2 09:00 09:30 Day 1 Review 09:30 10:30 Unit 4 Service Transition 10:45 12:45 Unit 4 Service Transition Continue 13:30 15:30 Unit 5 Service Operation 15:30 15:45 Break 15:45 17:00 Unit 5 - Service Operation Continue Day 3 09:00 09:30 Day 1 & 2 Review 09:30 10:30 Module 6- Continual Service Improvement Module 7 - Technology and Architecture 10:45 12:45 Module 8 - Exam preparation and Mock Exam 13:30 15:30 Exam Related Courses ITIL Intermediate Certification Course ITIL Expert Certification Course ITIL Practitioner Certification Course COBIT 5.0 Foundation Course

4 About Global Success Systems FZ LLC Founded in 2011, Global Success Systems FZ LLC(GSS) helps organizations to improve the PEOPLE and PROCESS through professional training, Consulting and Coaching. We are specialized in IT Governance, IT Service Management, Information Security, IT Risk Management, Business Continuity Management, Disaster Recovery, Project Management, Six Sigma and Balanced Score Card. Our trainers, Consultants and Coaches are with extensive hands-on experience in their areas with different industries. All our trainers are with consulting experience and they brings their practical experience into the class room. Our Vision : To become the preferred partner for organizations for their training and consulting needs. Out Moto : "Elevate people to their Mastery" and help them to achieve their Success Our Values : Customer Service, Excellence, Honesty, Passion, Collaborate & Continuous Learning Our Accreditations and Accreditation Partners GSS Accreditations Our Accreditation Partners

5 Our Services Training Programs ITIL Foundation, Intermediate and Expert ISO/IEC Foundation, Lead Implementer and Lead Auditor ISO/IEC Foundation, Lead Implementer and Lead Auditor ISO/IEC 9001 Foundation, Lead Implementer and Lead Auditor ISO Foundation, Lead Implementer and Lead Auditor Certified Outsourcing Manager COBIT 5.0 Foundation, Implementation and Assessor PMP, CAPM, PRINCE2, Agile and SCRUM Project Management Six Sigma Green Belt, Black Belt Certifications IT Consulting Services ITSM Process Maturity Assessment ITSM Implementation ISO certification readiness ISO certification readiness Service Management as Service (SMaS) ITSM Tool evaluation IT Governance Implementation COBIT Process Capability Assessment IT Dashboard Implementation People Development Programs Seminars & Workshops Coaching Programs One to One Coaching and Group Coaching Kids Development Programs Corporate Leadership Programs

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