WELCOME TO OBLA
ITIL
ITIL Foundation Certification shows that you can contribute in improving the structure and maturity of an IT company. ITIL is a set of practices for IT Service Management which focuses on aligning IT services with the needs of business. It describes the procedures, processes, checklists and tasks that are not organizational specific but can be applied by a company for establishing integration with the organization`s strategy to maintain a certain level of competency. This course includes comprehensive coverage of Foundation Certification exam topics, pre-course study and overview maps of concepts that will enable you to sit in your certification exam.
Prerequisites |
Highlights |
|---|---|
|
|
Training Structure
Duration : 2.5 Day
Exam Details
Examination type: multiple-choice questions
Number of questions: 40 Pass mark: 65% (26 out of 40) Electronic equipment/aides permitted: No Time allotted for examination: 60 minutes
Concepts of IT service management
-
The efficient development of new services
- Improvement of existing services
- Good practice
- Functions, roles and processes
The service lifecycle
-
Design, development and utilization of services
- Utility and warranty
- Service design and the business
- IT and the business integration
ITIL Service Lifecycle
The five core processes
Service strategy
- Service design
- Service strategy
- Service transition
- Service operation
- Continual service improvement
The value of the ITIL service lifecycle
- Integrating the processes throughout the lifecycle
- Explaining the objectives and scope for each phase
ITIL Core Concepts
Identifying and documenting the services
-
Service portfolio
- Service catalogue
- Business Case
- Risk
- Service Provider
- Supplier
- Service Level Agreement (SLA)
- Operational Level Agreement (OLA)
Optimising the infrastructure
-
Service request
- Change and release
- Event, alert and incident
- Known error and Known Error Database (KEDB)
- Service Knowledge Management System (SKMS)
ITIL Key Principles and Models
Value-creation through services
-
Balancing opposing forces
- Management information systems and tools
Exploring the importance of people, processes, products and partners
-
Critical success factors
- Measurement methods and metrics
ITIL Processes
Service strategy
-
Service portfolio management
- Financial management for IT services
- Business relationship management
Service Design
-
Service Level Management (SLM)
- Design coordination
- Service catalogue management
- Supplier management
- Risk assessment and IT service continuity management
- Defining the scope of information security management
- Capacity management
- Availability management
Service transition & operation
Business value, asset and configuration management
- Explaining the objectives of change management
- Knowledge management
- Transition planning
- Release and deployment management
- Process activities of incident and problem management
- Request fulfilment
- Stating the purpose of event and access management
Continual Service Improvement
-
The seven-step improvement process
- The Deming Cycle (plan, do, check, act)
Service Management Functions and Roles
Outlining IT organization functions
- Service desk function
- IT operations function
- Technical management function
- The application management function
Defining service roles
- The responsibilities of key roles in service management
- Process owner
- Service owner
- Process manager
- Process practitioner
- Recognizing the RACI responsibility model and its role in determining organizational structure
- How service automation assists with integrating service management processes