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 Wokingham

Wokingham

Wokingham is an ancient market town located in Berkshire, England that is 39 miles west of London. It is 11 km south-east of Reading, 13 km north of Camberley and 6.4 km west of Bracknell. According to 2011 census, Wokingham had a population of around 30,690.

Wokingham was called Borough before 1974 reorganisation of local government. Later Wokingham was merged with Wokingham rural district to establish a new Wokingham District. Borough granted its status in 2007.

Governance

Nothern part of Wokingham, centred on Ashridge was separated part of Wiltshire. The area was extended well into town centre before being transferred to Berkshire in 1844. In 1894 ancient parish was divided into rural and urban civil parishes.  In 1974 Wokingham was merged with Wokingham Rural District under Local Government Act 1972 to create a non-metropolitan district of Wokingham. Since 1998 Wokingham is a unitary authority area. Wokingham consists of 54 elected councillors. Council is headed by one councillor known as the chairman of the council. Council elections are held in three out of every four years with Conservative party having a majority since 2002 election. Offices of Borough Council are based at Shute End.  In Wokingham, successor parish continued to exist. Wokingham Town Council administers Wokingham. This council is elected every four years, and consists of 25 councillors that represent Wescott, Norreys, Evendons and Emmbrook and these are four wards of the town. Every year one is elected as Mayor. In 1860 present town hall was erected in Guildhall site. The constituency of Wokingham MP is Conservative John Redwood who has represented Wokingham since 1987.

Education

Wokingham has four secondary schools. Elmbrook School is a co-education school that is a Maths and Computing College. St Crispin's School is also a co-educational school which is a Computing and Maths College. In 1931, The Holl School was founded in the Dower House of Beches’s Manor, and it is a girls' school. The Holl School is also a Science and Language College. Forest School is a boys school and an enterprise as well as a business college. There is Private School also in Wokingham. In 1945 Holme Grange School for Girls was founded and for boys aged 3-`16 years. At Luckley, Luckley House School was founded in 1918 for girls aged 11-18. In 1937 Ludgrove School shifted to Wixenford house. White House Preparatory School was closed. The oldest school in Wokingham Borough, Reading Blue Coal School was founded in 1666. Blue Coat is situated in Sonning village since 1946 and has catchment areas of South Oxfordshire and most of Berkshire.

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