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

    Identify the need for adopting ITIL® within the organisation

  • black-arrow

    Build a career in service management to get more success and opportunities in future projects

  • black-arrow

    Get essential skills needed to apply ITIL® in the organisation

  • black-arrow

    Courses are delivered in various modes like classroom, online and on-site according to the comfort of the customers

  • black-arrow

    PeopleCert accredits all ITIL® courses of Pentagon

  • black-arrow

    PeopleCert accredits all ITIL® courses of Pentagon

ITIL® comes into play to fulfil the emerging need of IT services within the organisation. With growing need of technology, organisations got more and more dependent on IT, so the UK’s Government’s Central Computer and Telecommunications Agency (CCTA) had developed a set of recommendations in the 1980s. It provides a structure to manage and deliver different services for consistent and better user experience. In ITIL®  Practitioner course, various concepts and terminologies that are learnt in ITIL® Foundation can be implemented. ITIL® Practitioner Certification is designed to successfully implement service improvements based on the ITIL®  philosophy of “adopt and adapt”.

Pentagon Training’s ITIL® Foundation and Practitioner training provide comprehensive understanding processes, procedures, activities and checklists used by the organisation to establish integration with the overall strategy.

Who should take this course

ITIL® Foundation and Practitioner Course is for everyone but is best suited for:

  • The individuals who wanted to get ITIL® Foundation and Practitioner Certification
  • IT professionals to gain ITIL® certification and implement changes in their organisation
  • Professionals or employees who are interested in business performance improvement
More

Prerequisites

ITIL® Foundation

ITIL® Foundation course doesn’t have any prerequisite.

ITIL® Practitioner

The delegate must have completed ITIL® Foundation course, before attending this course.

More

What Will You Learn

  • Learn about best practices, basic concepts, key principles, and process models of IT Service Management required clearing the ITIL® 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 use IT Service Management concepts that are key drivers of continual service improvement
  • Determine how to use metrics and measurement for enabling continual service improvement
  • Learn how to communicate effectively with team members involved in the team
  • Apply organisation change management to support continual service improvement
  • Apply CSI approach for managing process improvements in a given organisational context
More

What's included

  Course Overview

Pentagon training introduces ITIL® Foundation and Practitioner training that is ideal for professionals who focuses on the understanding and implementation of the application of the concepts and principals involved in ITIL® service lifecycle. The delegate can build a career in service management for getting more success and opportunities in future projects. Get essential skills needed to apply ITIL® in the organisation. The aim of the trainer is to make the concepts and terminologies clear by giving real world examples.

Our training program includes classroom, online, on-site and virtual classroom courses. You can choose the program according to their requirement or comfort. 

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 Multiple Choice Questions (MCQ’s), each question has four options, and 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 to get the desired percentage to clear the exam. Our experienced and certified trainers will help the delegates to get a deep understanding of the subject.

The exam will be of a specific period, and you need to complete all questions within that period only. No extra time will be provided for any reason.

The language used in the exam would be English. 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

Overview of Service Management

  • Define Service and Service Management
  • Scope and Objective
  • Service Management Lifecycle
  • Principles of IT Service Management
  • Benefits of Service Management
  • Define Process and its characteristics
  • RACI Model
  • Service providers and its types
  • Contracts and suppliers

Service Management Lifecycle

  • Introduction to Service Lifecycle
  • Elements of Lifecycle
  • Link between different stages of the lifecycle
  • Relation between Governance and ITSM

Service Strategy

  • Introduction to Service Strategy
  • Define 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
  • Uses and Structure and of Business case

Service Strategy Process

  • Define Process
  • Define 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 used in Service Design
  • 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 of Service Transition Process
  • 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

Service Management

  • Key concepts
  • Adopt and Adapt
  • Costs and risks involved
  • Guiding Principles
    • Focus on value
    • Design for experience
    • Start where you are
    • Work holistically
    • Progress iteratively
    • Observe directly
    • Be transparent
  • Collaborate
  • Keep it simple

Service management approach

  • Define Vision
  • Current situation of organisation and objective
  • Results or outcomes
  • Maintaining good work

Change Management in organisation

  • Define Change Management
  • Resistance sources
  • People transition
  • Management of Stakeholders
  • Management of sponsors
  • Managing resistance
  • Reinforcement

Metrics and Measurements

  • Define Metrics and Measurements
  • CSFs and KPIs
  • Metric cascades and hierarchies
  • Categories of Metric

Communication

  • Introduction to communication
  • Effects of poor communication
  • Good communication and its benefits
  • Principles of communication
  • Types of communication
More


ITIL® Foundation and Practitioner Enquiry

 

Enquire Now


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

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

About Sunderland

Sunderland

Sunderland also referred as Sunderland A.F.C, Tyne and Wear. It is located on River Wear in England. Sunderland comprises of the neighbouring towns like Washington and Houghton-le-Spring as well as city. Sunderland is referred as UK Parliament Constituency from 1832 to 1950. Sunderland A.F.C is a professional football team.

History

The population of Sunderland was 146,000 during 1901. First electric trams started in Sunderland in 1900. However in the 1940s and 195-s electric trams were replaced by buses. Last trams ran in Sunderland in 1954. Sunderland Technical College was opened in 1901. In 1904 Bede Memorial was raised and in 1907 Commissioners offices were built. In 1907 Empire Theatre was also opened. In 1909 Barnes Park was opened. Backhouse Park in 1923. Thompson Park in 1933. In 1902 Roker Breakwater was built and South Breakwater in 1914.

Boundaries of Borough were extended in 1928 to include Southwick and Fulwell. In 1929 New Wear Bridge has been constructed. A general hospital was opened in 1929. In 1934 was Deep Water Quay was opened. Council started slum clearance in Sunderland in 1930s. New council houses were built to replace the old slums located in Ford Hall, Marley Pots and Leechmere. During Second World War 267 people were killed due to German bombing. About 1000 houses were destroyed, and about 3000 got damaged. In 1967 boundaries of Sunderland were extended to include Silksworth, South Hylton, Herrington, Ryhope and Castletown. In 1969 Sunderland Polytechnic was founded and was made university in 1992. In 1970 civic centre and the new town hall was built. In 1973 new Police station has been constructed.

In 1973 Monkwearmouth Station Museum was opened. In 1974 North East Aircraft Museum was founded and new General Hospital was opened in Sunderland in 1978. Sunderland suffered in the 1930s when third of the men were unemployed. During 1950s Joblessness lowered and in 1980s unemployment returned. In late 20th century, Sunderland’s coal mining declined rapidly. After 1986 no more coal was exported. New industries replaced the old ones. Sunderland is well known for its car making industry. Other industries in Sunderland include electronic engineering, papermaking, mechanical engineering and textiles. Sunderland was made a city in the year 1992. In 1995 Sunderland Library and Arts Centre was opened. In 1997 Stadium of Light was opened and in 1998 National Glass Centre was opened. In 2002 Tyne and Wear Metro was expanded to Sunderland. In the beginning years of 21st century, Sunniside area was regenerated. Sunderland Aquatic Centre was opened in 2008. Now the population of Sunderland is 275,000.

 

More