A Quick Glance

  • black-arrow

    Get familiar with basic concepts and terminologies used in ITIL® Service Lifecycle

  • black-arrow

    Delivered by highly experienced and certified instructors that help the delegates to understand to concepts by giving real world examples

  • black-arrow

    Trusted by many leading brands, we offer best services in the industry

  • black-arrow

    Our help and support team is available 24/7 for handling the queries of the delegates

  • black-arrow

    Identify the need of adopting ITIL® within the organisation

ITIL® comes into play to fulfil the emerging need of IT services within the organisation. With growing need of technology, organisations get more and more dependent on IT, so the UK’s Government’s Central Computer and Telecommunications Agency (CCTA) developed a set of recommendations in the 1980s.

Pentagon Training's ITIL® 4 Foundation course provides an introduction to the subject of Service Management and familiarises the delegates with the following five core volumes that comprise ITIL®:

Who should take this course

Although the course is for everyone but is beneficial for those professionals who want to have an understanding of ITIL® framework and enhance the quality of IT Service Management within the organisation. ITIL® Foundation is best suited for:

  • IT Managers
  • System Administrators and Analysts
  • Database Administrators
  • Service Delivery Professionals
  • Operations Managers
  • Development team
  • Owners of process
More

Prerequisites

  • The delegate who want to attend ITIL® 4 Foundation course must be graduate in any domain
  • There are no prerequisites for this course, However, you must have interest in the subject to gain maximum out of the training
More

What Will You Learn

By the end of ITIL® training you will be able to:

  • Learn about best practices, basic concepts, key principles, and process models of IT Service Management required for clearing the ITIL® 4 Foundation exam
  • Get to know about the purpose, objective and scope of service design, service strategy, service transition, service operations, and Continual Service Improvement
  • Learn how to improve efficiency and effectiveness by applying ITIL® tools, techniques and concepts in business changes to optimise customer experience
  • Improve efficiency of ITSM processes to apply lean principles and automate standard tasks
  • Learn to save costs and time by centralising activities and teams by using well-defined fit-for-purpose and fit-for-use processes

 

More

What's included

  Course Overview

Pentagon Training introduces two-day ITIL® 4 Foundation Training that is accredited by PeopleCert (globally recognised ITIL® provider) to help the delegates in getting ITIL® Certification. We at Pentagon Training aim to clear ITIL® 4 Foundation certification examination in the first attempt. Delivered by highly experienced and certified instructor, we guarantee that you will easily pass the ITIL® 4 exam. Our tutor helps the delegate throughout the training to make sure that the delegates can have clear picture or understanding of the concepts involved in the course with real world examples.

  

                                         

            

 

Exam

The delegates will have to pass an examination that will be conducted at the end of the training to measure the level of knowledge or understanding attained during the course. The exam will be of 40 Multiple Choice Questions (MCQ’s), each question has four options, one has to select one correct answer out of it. Your performance will be measured by the number of correct answers you attended.

You will need to have 6o percentage marks to clear the exam. Our experienced and certified trainers will make sure that the delegates have gone through all the concepts of the subject so that they can easily clear the exam in the first attempt.

The exam will be of 1 hour and you need to complete all questions within that 1 hour only. No extra time will be provided for any reason.

The language used in the exam would be English. In case, someone is not comfortable with English, we can try to provide the exam in another language by consulting our trainer. Selection of language depends upon the comfort of the trainer.

All details regarding exam will be provided during the training before the exam. If you still have some query you can contact our help and support team anytime.

 

More

  Course Content

Introduction to Service Management

  • Service Management lifecycle
  • Principles of IT Service Management
  • Define Service and its objectives
  • Service Management
  • Benefits of Service Management in organisation
  • Define Process and its characteristics
  • RACI Model
  • Types of service providers
  • Process and its characteristics
  • Contracts and suppliers

Service Management lifecycle

  • Service life cycle
  • Scope and Objectives
  • Challenges and Benefits of IT Service Management
  • Elements of life cycle
  • Link between different life cycle stages
  • Relation between Governance and ITSM

Service Strategy

  • Define Service Strategy
  • Scope and Objective
  • Service Strategy Process
  • Type of Services involved in the organisation

Service Strategy Concepts

  • Service Utility and Warranty
  • Service assets
  • Value creation
  • Factors influencing customer perception of value
  • Service Packages
  • Business outcomes
  • Service Packages
  • Structure of Business case and its uses
  • Uses and Structure and of Business case

Service Strategy Process

  • Define Process
  • Demand Management
  • Service Demand
  • PBA and UP
  • Service Portfolio components
  • Service Portfolio Management
  • Financial Management
  • Managing business relations

Service Design

  • Define Service Design
  • Roles in Service Design
  • Key concepts and terminologies
  • Service Design process
  • Service Catalogue Management
  • Service Level Management
  • Capacity Management

Service Transition

  • Define Service Transition
  • Configuration item
  • Configuration Management System

Service Transition Process

  • Overview and Objective
  • Transition, Planning and Support
  • Change Management and Change Model

Service Operations

  • Overview
  • Events
  • Alerts and Incidents
  • Service Operation Processes
  • Event Management
  • Event Management Process
  • Event Logging and Filtering
  • Manage Exceptional Events
  • Incident Management
  • Process Interfaces
  • Problem Management
More


ITIL® 4 Foundation Enquiry

 

Enquire Now


----- OR -------

Reach us at +44 1344 961530 or info@pentagonit.co.uk for more information.

About Exeter

Located in Devon, England, Exeter has a population of 129,800 citizens (as of 2016). It lies on the River Exe, around 37 miles northeast of Plymouth. In Britain, it was the most south-westerly settlement of the Romans. During the Middle Ages and after that Exeter became a religious centre with the Exeter Cathedral coming up in the 11th Century. During the Reformation, Exeter became Anglican. The 19th century saw Exeter rise as a trade centre for wool and wool products. The First World War brought a decline to this trading city and it could not be rebuilt till after the Second World War. As of now, Exeter flourishes as a business centre and a place for tourism.

Public Services

The Devon and Cornwall Constabulary provide policing services in Exeter. They are based at  Middlemoor in the east of the city. The fire service is provided by the Devon and Somerset Fire and Rescue Service with two fire stations located at Danes Castle and Middlemoor. A hospital by The Royal Devon and Exeter NHS Foundation Trust is located to the south-east of the city centre. There are ambulance services also in Exeter which are provided by South Western Ambulance Service NHS Trust.

Landmarks

Some of the prominent buildings in Exeter are:

  • The Cathedral
  • Nicholas Priory
  • Mary Steps Church
  • The Exeter Synagogue
  • Ruins of Rougemont Castle
  • The Guildhall
  • The Custom House
  • The Devon County War Memorial

Northernhay Gardens

Northernhay Gardens is the oldest public open space in England that was laid out in 1612 for Exeter residents. The Northernhay Gardens reflect a Victorian design. It is home to various monuments. The monuments included are the war memorial by John Angel, The Deer Stalker statue by E. B. Stephens, and the Volunteer Memorial from 1895. There are also the statues of John Dinham, Thomas Dyke Acland and Stafford Northcote.

More