COURSE OVERVIEW
This course includes E-learning through Study Guides, Videos, Official Sample papers and podcasts for all the ITIL Foundation Syllabus areas. There will be E-mail support from Accredited ITIL trainers to guide you through the course. Our accredited ITIL® Online Learning training course provides a quality platform for gaining skills, sharing experiences and learning from other organizations while offering the flexibility as to how and when you learn. The duration of the course is 360 days. The aim of this course is to provide delegates with sufficient knowledge and understanding of the ITIL framework and how it may be used to enhance the quality of IT service management within an organization.
Course Includes:
- 6 months access to Online Training
- Reference Material
- Sample Test & Mock Quiz
- Case Studies, Chapter Tests, Crosswords
- Certification Exam
- Online & Physical Copy of Certificate
- 18 PMI PDUs
Examination Format
- The exam format is as follows:
- Multiple choice
- 40 questions per paper with 1 mark available per question
- 26 marks required to pass – 65%
- 1 hour duration
- Closed book
Course Content
Chapter 1: Introduction (4Modules)
- ITIL Foundation Overview
- History of ITIL
- Introduction to ITIL
- Introduction to Key Terms
Chapter 2: Service Strategy (5 Modules)
- ITIL Service Strategy Key Terms
- Service Portfolio Management
- Demand Management
- Financial Management
- Business Relationship Management
Chapter 3: Service Design (10 Modules)
- Introduction to Service Design
- Service Design Key Terms
- Service Catalogue Management
- Service Level Management
- Capacity Management
- Availability Management
- IT Service Continuity Management
- Information Security Management
- Supplier Management
- Design Coordination
Chapter 4: Service Transition (6 Modules)
- Introduction to Service Transition
- Change Management
- Service & Asset Configuration Management
- Knowledge Management
- Release & Deployment
- Transition Planning & Support
Chapter 5: Service Operations (7 Modules)
- Introduction to Service Operations
- Event Management
- Incident Management
- Request Fulfillment
- Problem Management
- Access Management
- Functions
Chapter 6: Continual Service Improvement (4 Modules)
- Introduction to CSI
- Deming Cycle
- The Seven Step Improvement Process
- Roles