A Quick Glance

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

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

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

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

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    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
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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
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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

 

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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.

 

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  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
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ITIL® 4 Foundation Enquiry

 

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

About Southampton

Southampton lies on the south coast of England and is the largest city in the county of Hampshire. It is a major port and the closest city to the New Forest. It lies at the northernmost point of Southampton Water at the confluence of the Rivers Test and Itchen.  The population of the city is estimated to be  253,651. A resident of Southampton is called a Sotonian.

 History

Southampton has been inhabited since the stone age. Following the  the conquering of the local Britons in 70 AD by the Romans, the fortress settlement of Clausentum was established. It was an important trading port and a defensive outpost of Winchester, at the site of modern Bitterne Man. After the Norman Conquest in 1066, Southampton became the major port of transit between Winchester and Normandy. Southampton Castle was built in the 12th century. Southampton became a leading port in the 13th Century.French wine was exchanged for English cloth and wool. Southampton was also instrumental in bringing Black Death to England via merchant's vessels.

Southampton expanded during the Victorian age. The Southampton Docks company was formed in 1842. Southampton subsequently became known as The Gateway to the Empire. Shipbuilding was one of the major businesses in the 20th century. Ships that fought during the two world wars were made in Southampton. The Titanic sailed on its first and last voyage from Southampton.

The longest surviving stretch of medieval walls in England is located in Southampton. Also, Southampton is home to many museums.

The SeaCity Museum    was initially occupied by Hampshire Constabulary and the Magistrates' Court. It focuses on Southampton's trading history and on the RMS Titanic. The museum receives half a million pounds from the National Lottery. It also recieves  interest from many private investors .

 Education

The University of Southampton and Southampton Solent University together have over 40,000 students.

The University of Southampton which received its Royal Charter as a university in 1952, has over 22,000 students. It is ranked in top 100 research universities in the world by Academic Ranking of World Universities 2010 and 80th according to the THES. It considers itself one of the top 5 research universities in the UK. The university has a global reputation for research into various sciences. It is also home to the National Oceanography Centre, Southampton (NOCS).

 Southampton lies on the south coast of England and is the largest city in the county of Hampshire. It is a major port and the closest city to the New Forest. It lies at the northernmost point of Southampton Water at the confluence of the Rivers Test and Itchen. The population of the city is estimated to be  253,651. A resident of Southampton is called a Sotonian.

 

 

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