{"#popup-showup-effect":"slideLeftBigIn","#popup-width":"600px","#popup-font-family":"News_Cycle","#popup-padding":"30px","#popup-background-color":"rgb(255, 255, 255)","#popup-border-width":"0px","#popup-border-color":"rgb(255, 255, 255)","#popup-border-radius":"0px","#product-title-display":"block","#product-title-font-size":"21px","#product-title-font-weight":"400","#product-title-font-style":"normal","#product-title-text-decoration":"none solid rgb(0, 0, 0)","#product-title-text-align":"center","#product-title-color":"rgb(0, 0, 0)","#success-alert-text":"Has been added to the cart!","#success-alert-display":"block","#success-alert-font-size":"14px","#success-alert-font-weight":"400","#success-alert-font-style":"normal","#success-alert-text-decoration":"none solid rgb(6, 190, 28)","#success-alert-text-align":"center","#success-alert-color":"rgb(6, 190, 28)","#continue-text":"Continue Shopping","#continue-display":"none","#continue-width":"320px","#continue-height":"43px","#continue-font-size":"14px","#continue-font-weight":"400","#continue-font-style":"normal","#continue-text-decoration":"none solid rgb(0, 0, 0)","#continue-color":"rgb(0, 0, 0)","#continue-color-hover":"rgb(0, 0, 0)","#continue-background-color":"rgba(0, 0, 0, 0)","#continue-background-color-hover":"rgba(0, 0, 0, 0)","#continue-border-width":"0px","#continue-border-color":"rgb(255, 255, 255)","#continue-border-color-hover":"rgb(255, 255, 255)","#continue-border-radius":"0px","#checkout-text":"PROCEED TO CHECKOUT","#checkout-display":"block","#checkout-width":"320px","#checkout-height":"41px","#checkout-font-size":"14px","#checkout-font-weight":"400","#checkout-font-style":"normal","#checkout-text-decoration":"none solid rgb(255, 255, 255)","#checkout-color":"rgb(255, 255, 255)","#checkout-color-hover":"rgb(255, 255, 255)","#checkout-background-color":"rgb(254, 82, 82)","#checkout-background-color-hover":"rgb(254, 82, 82)","#checkout-border-width":"0px","#checkout-border-color":"rgb(255, 255, 255)","#checkout-border-color-hover":"rgb(255, 255, 255)","#checkout-border-radius":"0px","#tocartbtn-text":"View Cart","#tocartbtn-display":"block","#tocartbtn-width":"320px","#tocartbtn-height":"43px","#tocartbtn-font-size":"14px","#tocartbtn-font-weight":"400","#tocartbtn-font-style":"normal","#tocartbtn-text-decoration":"none solid rgb(0, 0, 0)","#tocartbtn-color":"rgb(0, 0, 0)","#tocartbtn-color-hover":"rgb(0, 0, 0)","#tocartbtn-background-color":"rgba(0, 0, 0, 0)","#tocartbtn-background-color-hover":"rgba(0, 0, 0, 0)","#tocartbtn-border-width":"0px","#tocartbtn-border-color":"rgb(255, 255, 255)","#tocartbtn-border-color-hover":"rgb(255, 255, 255)","#tocartbtn-border-radius":"0px"}
{"#popup-showup-effect":"bounceUpIn","#popup-width":"600px","#popup-font-family":"Cabin","#popup-padding":"20px","#popup-background-color":"rgb(255, 255, 255)","#popup-border-width":"0px","#popup-border-color":"rgb(255, 255, 255)","#popup-border-radius":"0px","#title-text":"Shopping Cart","#title-font-size":"27px","#title-font-weight":"400","#title-font-style":"normal","#title-text-decoration":"none solid rgb(44, 44, 44)","#title-text-align":"center","#title-color":"rgb(44, 44, 44)","#des-text":"Complete your purchase by clicking Checkout button.","#des-display":"block","#des-font-size":"14px","#des-font-weight":"400","#des-font-style":"normal","#des-text-decoration":"none solid rgb(44, 44, 44)","#des-text-align":"center","#des-color":"rgb(44, 44, 44)","#product-heading-photo-text":"Photo","#product-heading-name-text":"Name","#product-heading-price-text":"Price","#product-heading-quantity-text":"Quantity","#product-heading-total-text":"Total","#product-heading-font-size":"14px","#product-heading-font-weight":"400","#product-heading-font-style":"normal","#product-heading-text-decoration":"none solid rgb(0, 0, 0)","#product-heading-text-align":"center","#product-heading-color":"rgb(0, 0, 0)","#product-heading-background-color":"rgba(0, 0, 0, 0)","#product-body-font-size":"14px","#product-body-font-weight":"400","#product-body-font-style":"normal","#product-body-text-decoration":"none solid rgb(0, 0, 0)","#product-body-text-align":"left","#product-body-color":"rgb(0, 0, 0)","#product-body-background-color":"rgba(0, 0, 0, 0)","#fbbtn-text":"\n \n Share \n ","#fbbtn-display":"block","#fbbtn-font-size":"14px","#fbbtn-font-weight":"400","#fbbtn-font-style":"normal","#fbbtn-text-decoration":"none solid rgb(33, 43, 54)","#fbbtn-color":"rgb(44, 44, 44)","#fbbtn-color-hover":"rgb(44, 44, 44)","#fbbtn-width":"70px","#fbbtn-height":"20px","#fbbtn-background-color":"rgba(255, 255, 255, 0)","#fbbtn-background-color-hover":"rgba(255, 255, 255, 0)","#fbbtn-border-width":"0px","#fbbtn-border-color":"rgba(255, 255, 255, 0)","#fbbtn-border-color-hover":"rgba(255, 255, 255, 0)","#fbbtn-border-radius":"0px","#fbbtn-icon-icon":"fa-facebook-official","#fbbtn-icon-color":"rgb(41, 72, 125)","#fbbtn-icon-color-hover":"rgb(4, 38, 94)","#fbbtn-icon-font-size":"14px","#twbtn-text":"\n \n Tweet \n ","#twbtn-display":"block","#twbtn-font-size":"14px","#twbtn-font-weight":"400","#twbtn-font-style":"normal","#twbtn-text-decoration":"none solid rgb(33, 43, 54)","#twbtn-color":"rgb(44, 44, 44)","#twbtn-color-hover":"rgb(44, 44, 44)","#twbtn-width":"70px","#twbtn-height":"20px","#twbtn-background-color":"rgba(255, 255, 255, 0)","#twbtn-background-color-hover":"rgba(255, 255, 255, 0)","#twbtn-border-width":"0px","#twbtn-border-color":"rgba(255, 255, 255, 0)","#twbtn-border-color-hover":"rgba(255, 255, 255, 0)","#twbtn-border-radius":"0px","#twbtn-icon-icon":"fa-twitter","#twbtn-icon-color":"rgb(29, 161, 242)","#twbtn-icon-color-hover":"rgb(0, 94, 152)","#twbtn-icon-font-size":"16px","#pibtn-text":"\n \n Pin it \n ","#pibtn-display":"block","#pibtn-font-size":"14px","#pibtn-font-weight":"400","#pibtn-font-style":"normal","#pibtn-text-decoration":"none solid rgb(33, 43, 54)","#pibtn-color":"rgb(44, 44, 44)","#pibtn-color-hover":"rgb(44, 44, 44)","#pibtn-width":"70px","#pibtn-height":"20px","#pibtn-background-color":"rgba(255, 255, 255, 0)","#pibtn-background-color-hover":"rgba(255, 255, 255, 0)","#pibtn-border-width":"0px","#pibtn-border-color":"rgba(255, 255, 255, 0)","#pibtn-border-color-hover":"rgba(255, 255, 255, 0)","#pibtn-border-radius":"0px","#pibtn-icon-icon":"fa-pinterest","#pibtn-icon-color":"rgb(189, 8, 28)","#pibtn-icon-color-hover":"rgb(255, 0, 28)","#pibtn-icon-font-size":"16px","#continue-text":"Continue Shopping","#continue-display":"inline-block","#continue-width":"150px","#continue-height":"42px","#continue-effect-hover":"raise","#continue-font-size":"13px","#continue-font-weight":"400","#continue-font-style":"normal","#continue-text-decoration":"none solid rgb(255, 255, 255)","#continue-color":"rgb(255, 255, 255)","#continue-color-hover":"rgb(255, 255, 255)","#continue-background-color":"rgb(136, 136, 136)","#continue-background-color-hover":"rgb(151, 151, 151)","#continue-border-width":"0px","#continue-border-color":"rgb(0, 0, 0)","#continue-border-color-hover":"rgb(0, 0, 0)","#continue-border-radius":"5px","#checkout-text":"Checkout","#checkout-display":"block","#checkout-width":"100px","#checkout-height":"42px","#checkout-effect-hover":"raise","#checkout-font-size":"13px","#checkout-font-weight":"400","#checkout-font-style":"normal","#checkout-text-decoration":"none solid rgb(255, 255, 255)","#checkout-color":"rgb(255, 255, 255)","#checkout-color-hover":"rgb(255, 255, 255)","#checkout-background-color":"rgb(104, 28, 3)","#checkout-background-color-hover":"rgb(5, 1, 0)","#checkout-border-width":"0px","#checkout-border-color":"rgb(0, 0, 0)","#checkout-border-color-hover":"rgb(0, 0, 0)","#checkout-border-radius":"5px","#tocartbtn-text":"Cart","#tocartbtn-display":"none","#tocartbtn-width":"100px","#tocartbtn-height":"42px","#tocartbtn-effect-hover":"raise","#tocartbtn-font-size":"13px","#tocartbtn-font-weight":"400","#tocartbtn-font-style":"normal","#tocartbtn-text-decoration":"none solid rgb(255, 255, 255)","#tocartbtn-color":"rgb(255, 255, 255)","#tocartbtn-color-hover":"rgb(255, 255, 255)","#tocartbtn-background-color":"rgb(249, 99, 50)","#tocartbtn-background-color-hover":"rgb(251, 78, 21)","#tocartbtn-border-width":"0px","#tocartbtn-border-color":"rgb(0, 0, 0)","#tocartbtn-border-color-hover":"rgb(0, 0, 0)","#tocartbtn-border-radius":"5px"}
{"#popup-showup-effect":"bounceDownIn","#popup-width":"850px","#popup-font-family":"News_Cycle","#popup-padding":"30px","#popup-background-color":"rgb(255, 255, 255)","#popup-border-width":"0px","#popup-border-color":"rgb(255, 255, 255)","#popup-border-radius":"5px","#product-title-display":"inline","#product-title-font-size":"16px","#product-title-font-weight":"700","#product-title-font-style":"normal","#product-title-text-decoration":"none solid rgb(0, 0, 0)","#product-title-text-align":"left","#product-title-color":"rgb(0, 0, 0)","#success-alert-text":"Product successfully added to your shopping cart","#success-alert-display":"block","#success-alert-font-size":"18px","#success-alert-font-weight":"700","#success-alert-font-style":"normal","#success-alert-text-decoration":"none solid rgb(40, 167, 69)","#success-alert-text-align":"left","#success-alert-color":"rgb(40, 167, 69)","#additional-quantity-text":"Quantity","#additional-subtotal-text":"Subtotal","#additional-total-text":" Total ","#additional-display":"block","#additional-font-size":"14px","#additional-font-weight":"400","#additional-font-style":"normal","#additional-text-decoration":"none solid rgb(0, 0, 0)","#additional-text-align":"left","#additional-color":"rgb(0, 0, 0)","#item-count-text-text":"There are {number} tems in your cart.","#item-count-text-display":"block","#item-count-text-font-size":"18px","#item-count-text-font-weight":"700","#item-count-text-font-style":"normal","#item-count-text-text-decoration":"none solid rgb(0, 0, 0)","#item-count-text-text-align":"left","#item-count-text-color":"rgb(0, 0, 0)","#cart-note-text":"Add a note for admin","#cart-note-display":"block","#cart-note-font-size":"14px","#cart-note-font-weight":"700","#cart-note-font-style":"normal","#cart-note-text-decoration":"none solid rgb(0, 0, 0)","#cart-note-text-align":"left","#cart-note-color":"rgb(0, 0, 0)","#continue-text":"CONTINUE SHOPPING","#continue-display":"inline-flex","#continue-width":"170px","#continue-height":"43px","#continue-font-size":"12px","#continue-font-weight":"400","#continue-font-style":"normal","#continue-text-decoration":"none solid rgb(255, 255, 255)","#continue-color":"rgb(255, 255, 255)","#continue-color-hover":"rgb(228, 228, 228)","#continue-background-color":"rgb(0, 0, 0)","#continue-background-color-hover":"rgb(0, 0, 0)","#continue-border-width":"0px","#continue-border-color":"rgb(0, 0, 0)","#continue-border-color-hover":"rgb(0, 0, 0)","#continue-border-radius":"0px","#checkout-text":"PROCEED TO CHECKOUT","#checkout-display":"inline-flex","#checkout-width":"169px","#checkout-height":"43px","#checkout-font-size":"12px","#checkout-font-weight":"400","#checkout-font-style":"normal","#checkout-text-decoration":"none solid rgb(255, 255, 255)","#checkout-color":"rgb(255, 255, 255)","#checkout-color-hover":"rgb(228, 228, 228)","#checkout-background-color":"rgb(0, 0, 0)","#checkout-background-color-hover":"rgb(0, 0, 0)","#checkout-border-width":"0px","#checkout-border-color":"rgb(0, 0, 0)","#checkout-border-color-hover":"rgb(0, 0, 0)","#checkout-border-radius":"0px","#tocartbtn-text":"GO TO CART","#tocartbtn-display":"none","#tocartbtn-width":"160px","#tocartbtn-height":"41px","#tocartbtn-font-size":"12px","#tocartbtn-font-weight":"400","#tocartbtn-font-style":"normal","#tocartbtn-text-decoration":"none solid rgb(255, 255, 255)","#tocartbtn-color":"rgb(255, 255, 255)","#tocartbtn-color-hover":"rgb(224, 224, 224)","#tocartbtn-background-color":"rgb(0, 0, 0)","#tocartbtn-background-color-hover":"rgb(0, 0, 0)","#tocartbtn-border-width":"0px","#tocartbtn-border-color":"rgb(0, 0, 0)","#tocartbtn-border-color-hover":"rgb(0, 0, 0)","#tocartbtn-border-radius":"0px"}
{"#stickybar-display":"flex","#stickybar-action":"goto_checkout","#stickybar-font-family":"News_Cycle","#stickybar-background-color":"rgb(246, 247, 251)","#stickybar-height":"70px","#stickybar-position":"position_top","#stickybar-offset":"0px","#stickybar-display-type":"alwayshow","#stickybar-title-font-size":"16px","#stickybar-title-color":"rgb(0, 0, 0)","#stickybar-title-font-weight":"500","#stickybar-title-font-style":"normal","#stickybar-title-text-decoration":"none solid rgb(0, 0, 0)","#stickybar-buynow-text":"BUY NOW","#stickybar-buynow-width":"130px","#stickybar-buynow-height":"35px","#stickybar-buynow-font-size":"11px","#stickybar-buynow-effect-hover":"slide","#stickybar-buynow-font-weight":"700","#stickybar-buynow-font-style":"normal","#stickybar-buynow-text-decoration":"none solid rgb(255, 255, 255)","#stickybar-buynow-color":"rgb(255, 255, 255)","#stickybar-buynow-color-hover":"rgb(255, 255, 255)","#stickybar-buynow-background-color":"rgb(37, 37, 37)","#stickybar-buynow-background-color-hover":"rgb(37, 37, 37)","#stickybar-buynow-border-width":"0px","#stickybar-buynow-border-color":"rgb(255, 255, 255)","#stickybar-buynow-border-color-hover":"rgb(255, 255, 255)","#stickybar-buynow-border-radius":"15px"}
{"#stickybar-display":"flex","#stickybar-action":"goto_checkout","#stickybar-font-family":"News_Cycle","#stickybar-background-color":"rgb(255, 255, 255)","#stickybar-height":"70px","#stickybar-position":"position_top","#stickybar-offset":"0px","#stickybar-display-type":"alwayshow","#stickybar-title-font-size":"16px","#stickybar-title-color":"rgb(0, 0, 0)","#stickybar-title-font-weight":"500","#stickybar-title-font-style":"normal","#stickybar-title-text-decoration":"none solid rgb(0, 0, 0)","#stickybar-buynow-text":"BUY NOW","#stickybar-buynow-width":"130px","#stickybar-buynow-height":"35px","#stickybar-buynow-font-size":"11px","#stickybar-buynow-effect-hover":"slide","#stickybar-buynow-font-weight":"700","#stickybar-buynow-font-style":"normal","#stickybar-buynow-text-decoration":"none solid rgb(255, 255, 255)","#stickybar-buynow-color":"rgb(255, 255, 255)","#stickybar-buynow-color-hover":"rgb(255, 255, 255)","#stickybar-buynow-background-color":"rgb(242, 108, 79)","#stickybar-buynow-background-color-hover":"rgb(242, 108, 79)","#stickybar-buynow-border-width":"0px","#stickybar-buynow-border-color":"rgb(255, 255, 255)","#stickybar-buynow-border-color-hover":"rgb(255, 255, 255)","#stickybar-buynow-border-radius":"2px"}
{"#stickybar-action":"goto_checkout","#stickybar-display":"flex","#stickybar-font-family":"News_Cycle","#stickybar-background-color":"rgb(255, 255, 255)","#stickybar-height":"70px","#stickybar-position":"position_top","#stickybar-offset":"0px","#stickybar-display-type":"alwayshow","#stickybar-title-font-size":"16px","#stickybar-title-color":"rgb(0, 0, 0)","#stickybar-title-font-weight":"500","#stickybar-title-font-style":"normal","#stickybar-title-text-decoration":"none solid rgb(0, 0, 0)","#stickybar-buynow-text":"BUY NOW","#stickybar-buynow-width":"230px","#stickybar-buynow-height":"70px","#stickybar-buynow-font-size":"11px","#stickybar-buynow-effect-hover":"slide","#stickybar-buynow-font-weight":"700","#stickybar-buynow-font-style":"normal","#stickybar-buynow-text-decoration":"none solid rgb(255, 255, 255)","#stickybar-buynow-color":"rgb(255, 255, 255)","#stickybar-buynow-color-hover":"rgb(255, 255, 255)","#stickybar-buynow-background-color":"rgb(17, 17, 17)","#stickybar-buynow-background-color-hover":"rgb(17, 17, 17)","#stickybar-buynow-border-width":"0px","#stickybar-buynow-border-color":"rgb(0, 0, 0)","#stickybar-buynow-border-color-hover":"rgb(0, 0, 0)","#stickybar-buynow-border-radius":"0px"}
{"#stickybar-display":"flex","#stickybar-action":"goto_checkout","#stickybar-font-family":"News_Cycle","#stickybar-background-color":"rgb(242, 108, 79)","#stickybar-height":"70px","#stickybar-position":"position_top","#stickybar-offset":"0px","#stickybar-display-type":"alwayshow","#stickybar-title-font-size":"16px","#stickybar-title-color":"rgb(255, 255, 255)","#stickybar-title-font-weight":"500","#stickybar-title-font-style":"normal","#stickybar-title-text-decoration":"none solid rgb(255, 255, 255)","#stickybar-buynow-text":"BUY NOW","#stickybar-buynow-width":"230px","#stickybar-buynow-height":"70px","#stickybar-buynow-font-size":"11px","#stickybar-buynow-effect-hover":"none","#stickybar-buynow-font-weight":"700","#stickybar-buynow-font-style":"normal","#stickybar-buynow-text-decoration":"none solid rgb(255, 255, 255)","#stickybar-buynow-color":"rgb(255, 255, 255)","#stickybar-buynow-color-hover":"rgb(255, 255, 255)","#stickybar-buynow-background-color":"rgb(0, 0, 0)","#stickybar-buynow-background-color-hover":"rgb(0, 0, 0)","#stickybar-buynow-border-width":"0px","#stickybar-buynow-border-color":"rgb(0, 0, 0)","#stickybar-buynow-border-color-hover":"rgb(0, 0, 0)","#stickybar-buynow-border-radius":"0px"}
{"#stickybar-display":"flex","#stickybar-action":"goto_checkout","#stickybar-font-family":"News_Cycle","#stickybar-background-color":"rgb(255, 255, 255)","#stickybar-height":"70px","#stickybar-position":"position_top","#stickybar-offset":"0px","#stickybar-display-type":"alwayshow","#stickybar-title-font-size":"16px","#stickybar-title-color":"rgb(0, 0, 0)","#stickybar-title-font-weight":"500","#stickybar-title-font-style":"normal","#stickybar-title-text-decoration":"none solid rgb(0, 0, 0)","#stickybar-buynow-text":"BUY NOW","#stickybar-buynow-width":"130px","#stickybar-buynow-height":"35px","#stickybar-buynow-font-size":"11px","#stickybar-buynow-effect-hover":"none","#stickybar-buynow-font-weight":"700","#stickybar-buynow-font-style":"normal","#stickybar-buynow-text-decoration":"none solid rgb(255, 254, 254)","#stickybar-buynow-color":"rgb(255, 254, 254)","#stickybar-buynow-color-hover":"rgb(255, 255, 255)","#stickybar-buynow-background-color":"rgb(242, 108, 79)","#stickybar-buynow-background-color-hover":"rgb(244, 72, 35)","#stickybar-buynow-border-width":"0px","#stickybar-buynow-border-color":"rgb(255, 255, 255)","#stickybar-buynow-border-color-hover":"rgb(255, 255, 255)","#stickybar-buynow-border-radius":"0px"}
{"#stickybar-display":"flex","#stickybar-action":"goto_checkout","#stickybar-font-family":"News_Cycle","#stickybar-background-color":"rgb(255, 255, 255)","#stickybar-height":"70px","#stickybar-position":"position_top","#stickybar-offset":"0px","#stickybar-display-type":"alwayshow","#stickybar-title-font-size":"16px","#stickybar-title-color":"rgb(0, 0, 0)","#stickybar-title-font-weight":"500","#stickybar-title-font-style":"normal","#stickybar-title-text-decoration":"none solid rgb(0, 0, 0)","#stickybar-buynow-text":"BUY NOW","#stickybar-buynow-width":"145px","#stickybar-buynow-height":"70px","#stickybar-buynow-font-size":"11px","#stickybar-buynow-effect-hover":"slide","#stickybar-buynow-font-weight":"700","#stickybar-buynow-font-style":"normal","#stickybar-buynow-text-decoration":"none solid rgb(255, 255, 255)","#stickybar-buynow-color":"rgb(255, 255, 255)","#stickybar-buynow-color-hover":"rgb(255, 255, 255)","#stickybar-buynow-background-color":"rgb(166, 124, 82)","#stickybar-buynow-background-color-hover":"rgb(165, 115, 65)","#stickybar-buynow-border-width":"0px","#stickybar-buynow-border-color":"rgb(255, 255, 255)","#stickybar-buynow-border-color-hover":"rgb(255, 255, 255)","#stickybar-buynow-border-radius":"0px"}
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IT Service Management (ITIL v4 Foundation)

  • Overview  
  • Agenda
  • Benefits
  • Who can attend?

ITIL certifications are recognised internationally across industries and companies, regardless of the size of the organisation. The two-day intensive course provides delegates with comprehensive training to prepare them for the ITIL examination (based on “The ITIL Foundation Certificate in IT Service Management Syllabus,” latest edition).  


It will enable delegates to:

  • Understand all the elements of the ITIL syllabus 
  • Understand the specific examination language 
  • Learn strategies and techniques for mastering the examination

Students will learn how to:  

  • Explain the context of IT Service Management 
  • Plan improvements 
  • Execute improvement plans and strategy 
  • Demonstrate the use of various ITIL techniques and processes 
  • Define a new service and its use throughout the Service Lifecycle 
  • Design services management processes, matrices and organisational governance 
  • Understand the value of communication, documentation and automation 
  • Understand the examination guidelines

Course Inclusions
  • Study guides including PDF files, Video tutorials
  • Podcasts: Download it and listen to it at your convenience.
  • Interactive Case Study
  • Interactive Glossary and crosswords 
  • Phone App 
  • 6 Chapter Tests and Evaluation Tests 
  • Sample Papers 
  • For individual Foundation or Practitioner 15 PMI PDUs 
  • For both Foundation and Practitioner 30 PMI PDUs 

Course Outline
Introduction
1.Introduction/Housekeeping 
2.Introduction to key ITIL concepts 
3.IT as a Service 
4.Introduction to processes and process management 
5.The Service Lifecycle approach

Service Design
1.Purpose, goal, objectives and scope 
2.Service Design processes 
3.The 4 P’s 
4.Service Design aspects 
5.Service Catalogue Management 
6.Service Level Management 
7.Capacity Management 
8.Availability Management 
9.IT Service Continuity Management 
10.Service Portfolio 
11.Information Security Management Supplier management

Service Transition
1.Purpose, goal, objectives and scope 
2.Service Transition value to the business 
3.Technology and architecture in Service Transition 
4.Service Transition Processes 
5.Change Management 
6.Service Asset and Configuration Management 
7.Release and Deployment Management 
8.Knowledge Management

Service Strategy
1.Purpose, goal, objectives and scope 
2.Value Creation through Services 
3.Assets – Resources and Capabilities 
4.Service Strategy – Main activities 
5.Service Strategy processes 
6.Service Portfolio Management 
7.Demand Management8.Financial Management

Service Operations 
1.Purpose, goal, objectives and scope 
2.Service Operation definitions 
3.The Service Desk 
4.Technical Management 
5.Application Management 
6.IT Operations Management 
7.Service Operations processes 
8.Event Management 
9.Request Fulfilment 
10.Problem Management 
11.Access Management

Continual Service Improvement 
1.Purpose, goal, objectives and scope 
2.Models and Processes 
3.The Deming Cycle 
4.Measurement and metrics 
5.The Seven-Step Improvement Process 
6.Continual Service Improvement activities 
7.Risk Management 
8.Continual Service Improvement interfaces 
9.Interface with Service Level Management

It will enable you to: 

Understand all the elements of the ITIL syllabus 

Understand the specific examination language 

Learn strategies and techniques for mastering the examination


You will learn how to: 

Explain the context of IT Service Management 

Plan improvements 

Execute improvement plans and strategy 

Demonstrate the use of various ITIL techniques and processes 

Define a new service and its use throughout the Service Lifecycle 

Design services’ management processes, matrices and organizational governance


The target groups of the ITIL® Foundation Certificate are: 


Individuals who require a basic understanding of the refreshed ITIL® framework and how it may be used to enhance the quality of IT service management within an organisation.


IT professionals that are working within an organisation that has adopted and adapted ITIL®, who need to be informed about and thereafter contribute to, an ongoing service improvement program.