ITILB. 2011: Foundations - AXELOS and EXIN Accredited Training

If you are ready to start your ITIL® Certification, then you have come to the right place. This APMG accredited training program is for individuals seeking ITIL® Foundation certification. In this course you will learn with ITIL Expert Helen Morris in this exciting and interactive instructor-led video training course. In this course Helen introduces you to the lifecycle of managing IT services to deliver to business expectations. Engaging case studies are used to bring the concepts to life as you learn side by side with an experienced ITIL Expert.

This course gives you everything you need to successfully complete the ITIL Foundations exam including a training success plan, all course materials, exercise guide, sample exams, course syllabus and receive access to the instructor to learn and ask questions.Successful Foundations Certification also prepares you to move into the ITIL intermediate level training courses.

Module 00: Course Introduction 

Module 01: Introduction to Service Management Part 1

• Concept of good practice
• Concept of a service
• Concept of service management
• ITIL success
• Public standards and frameworks

Module 02: Introduction to Service Management Part 2

• Stakeholders
• Types of services
• Internal and external providers
• Governance, risk management and service automation

Module 03: Introduction to Service Management Part 3

• Roles and responsibilities:
o Process owner
o Process manager
o Process practitioner
o Service owner
• RACI matrix
• Exercise: RACI Matrix
• Overview of service lifecycle

Module 04: Service Strategy Part 1

• Purpose, objectives and scope
• Value to the business
• Value creation through services
• Exercise: Utility and Warranty
• Patterns of business activity

Module 05: Service Strategy Part 2

• Service portfolio management
• Financial management
• Business relationship management

Module 06: Service Design Part 1

• Purpose, objectives and scope
• Identify service design processes
• Value of service design to the business
• Service design package
• Five aspects of service design

Module 07: Service Design Part 2

• Five aspects of service designcontinued
• Design of quality services
• The 4 Ps – People, processes, products and partners

Module 08: Service Design Part 3

• The service design processes
o Design coordination
o Service catalogue management

Module 09: Service Design Part 4

• Service Level Management
o Purpose, objectives and scope
o Service level requirements
o Definitions of terms
o SLA contents

Module 10: Service Design Part 5

• SLA structures
o Multi-level SLAs
• SLAM chart
• SLA review
• Service improvement plan
• Process interfaces
• Key Performance Indicators
• Role of the Service Level Manager
• Exercise: Service Level Agreement
• Exercise: Service Review
• Exercise: Service Level Manager

Module 11: Service Design Part 6

• Capacity management
o Purpose, objectives and scope
o Business capacity management
o Service capacity management
o Component capacity management
o Capacity plan

Module 12: Service Design Part 7

• Availability management
o Purpose, objectives and scope
o Definition and basic concepts
o Vital business functions
o Reliability
o Maintainability
o Serviceability
• Exercise: Availability for Service

Module 13: Service Design Part 8

• IT service continuity management
o Purpose, objectives and scope
o Business impact analysis
o Risk assessment
o ITSCM lifecycle

Module 14: Service Design Part 9

• Information security management
o Purpose, objectives and scope
• Supplier management
o Purpose, objectives and scope

Module 15: Service Transition Part 1

• Purpose, objectives and scope ofService Transition
• Value to business
• Transition planning and support
• Knowledge management

Module 16: Service Transition Part 2

• Service Asset and Configurationmanagement
o Purpose, objectives and scope
o Key concepts
o Configuration items
o Configuration model
o CMS and DML
o Process activities

Module 17: Service Transition Part 3

• Purpose, objectives, scope andbasic concepts
o Change documentation
o Change process models and workflows
o Service Change
o Change types (Normal, Standard and Emergency)

Module 18: Service Transition Part 4

• Change Advisory Board / EmergencyChange Advisory Board
o Remediation Planning
o Seven Rs of change management

Module 19: Service Transition Part 5

• Release and deployment management
o Purpose, objectives and scope
o Release policy
o Release phases
o Early life support
o Release options

Module 20: Service Operation Part 1

• Purpose, objectives and scope ofservice operation
• Value to business
• Event management

Module 21: Service Operation Part 2

• Incident management
o Purpose, objectives and scope
o Incident management
o Basic concepts
o Exercise: Contents of an Incident Record
• Request Fulfilment

Module 22: Service Operation Part 3: Request Fulfillment

• Problem management
o Purpose, objectives and scope
o Concepts and process
• Access management
o Purpose, objectives and scope

Module 23: Service Operation Part 4

• Service Desk function
o Role and responsibilities
o Objectives
o Organisational structures

Module 24: Service Operation Part 5

• Technical management
• Application management
• IT Operations management
• Organizational overlaps
• Communication in operation

Module 25: Continual Service Improvement Part 1

• Purpose, objective and scope of CSI
• Value to the business
• CSI approach
• CSI register
• Plan Do Check Act – Deming Cycle

Module 26: Continual Service Improvement Part 2

• Understand role of measurement inCSI
• Seven step improvement process

Module 27: Competence and Training

• Competence and training
• ITIL certification scheme
• Mock examination

Helen is an experienced consultant, trainerand service delivery manager focused on providing customer satisfaction and business benefits.

During a career spanning over 25 years, Helen has been involved in the design and presentation of Service Improvement programs and Service Management models to achieve significant improvements in customer satisfaction, quality of service, reduced costs and improved governance. She has been a program leader for regulatory affairs covering ISO/IEC 20000 / ISO 9001, and COBiT implementation.

Her experience as an educator over the last 18 years has provided an excellent background in mentoring and management for training and consultancy.

Helen has been a Presenter at the itSMF UK conference 2006 “Theory into Practice” - Cultural Change and at the itSMF UK conference 2010 “I can see clearly now…” - Process Implementation.

She is a regular columnist for the online ITSM Portal.