Participants successfully passing the Foundation examination will earn 2 credits. This is a prerequisite to pursue the Intermediate level. Successfully passing SLC stream modules will fetch 3 credits each and 4 credits each for the Capability stream. A minimum of 17 credits is required if the participant has to take the MALC examination. Passing MALC will lead to becoming an ITIL® Expert. ITIL® Master is the next and highest qualification. For this, the prerequisite is ITIL® Expert qualification.
After the completion of ITIL® course at myTectra, you will be able to:
- Understand the ITIL® 2011 qualification scheme
- Explain the best practices of Service Management
- Describe Service Lifecycle
- Identify key principles and models of ITIL® 2011
- Define generic concepts in ITIL® 2011
- Discuss the processes, roles and functions in ITIL® 2011
- Summarize the use of technology with ITIL® 2011
- Successfully clear your ITIL® 2011 foundation exam.
Who should go for this course?
This course is designed for individuals who require a basic understanding of the ITIL® framework and how it may be used to enhance the quality of IT service management within an organization. IT professionals who are working within an organization that have adopted ITIL®, they need to be informed about and thereafter contribute to an ongoing service improvement program. CIOs, IT Managers, System Administrators, IT support teams, Database Administrators, System Analyst, Application Management Team, Application Development Team, Process Owners and Process Practitioners can take this course.
Why learn ITIL®?
ITIL® Foundation certificate in IT Service Management is for candidates wanting to understand how ITIL® framework can help them deliver IT services effectively and efficiently to the customers. To gain a basic understanding of the ITIL® framework and how it may be used to enhance the quality of IT service management within an organization.
Certification in ITIL® has helped many move up in their career- from Technical to getting into Management level. It also has opened opportunities in the areas of training, consultancy, and has greatly helped to understand the customer requirement to deliver IT services effectively and efficiently.
Anyone working in an IT service delivery, service management or service desk environment or where IT services are a core competency can take this course. Knowledge in IT is sufficient for the Foundation course. ITIL® Foundation certification is a prerequisite to intermediate course. For MALC, 17 ITIL® credits is a prerequisite.
Which Case-Studies will be a part of the Course?
There will be several exercises done during the training. This will call for involvement of all the participants. They should discuss among each other, work as a team and then present it. This reinforces learning. Trainer will also present Real Life Industry Examples.
Service Management as Practice
Learning Objectives - In this module, you will learn to define the concept of a service, and to comprehend and explain the concept of service management as a practice. On completion of this module, you have to take an exercise that would reinforce learning.
Topics - Why ITIL® is the Best Practice, Processes, Functions, definition of IT Service Management, what is service and how it brings value to customers, different type of customers and service providers, different stakeholders.
Learning Objectives - In this module, 'the end in mind' is visualized and provides direction to subsequent lifecycle stages to carry out the guidelines and procedures in delivering the IT services. On completion of this module, you have to take an exercise that would reinforce learning.
Topics - Governance, Risks, Budget, strategic Assets, Utility & Warranty, Characteristics of value, are some of the key concepts that is discussed apart from the purpose, objectives, scope of the following processes viz., Service Portfolio Management; Financial Management; Business Relationship Management.
Learning Objectives - In this module, you will get into meticulous details and plans to deliver the service as required by the strategy. A significant document called the Service Design Package (SDP) is prepared in this phase which is then passed onto Service Transition for execution. On completion of this module, you have to take an exercise that would reinforce learning.
Topics - Four Ps of Service Design, Service Design Package, Five Aspects of Service Design are covered in this phase. Planning for Availability, Capacity, Continuity, Security, managing suppliers and agreements, design to measure IT services are covered in the relevant processes.
Learning Objectives - In this module, you be guided on managing changes in a controlled manner; build, test & deploy the change into production, control IT assets & effectively make use of data, information, knowledge for decision making. On completion of this module, you have to take an exercise that would reinforce learning.
Topics - Different types of changes, CAB meetings, Remediation planning, Configuration Management System, CMDB, DML will be covered through Change Management, Service Asset Configuration Management, Release & Deployment, Service Knowledge Management Processes.
Learning Objectives - In this module, you will be guided on the day to day management of IT Service Operations. This is where the value is seen by the customers and several processes and function activities are measured with the parameters defined in the Service Level Management. This is also a phase where in improvements keep happening to ensure that the services delivered are effective and efficient. This phase is where Strategy, Design & Transition stages are tested. Stability and day-to-day operations are managed the way business wants. On completion of this module, you have to take an exercise that would reinforce learning.
Topics - Supplier management, monitoring & measuring operational activities, different types of Events, meaning of Incidents, how are Problem different from Incidents, incident model, problem model, different types of Events and its meaning, Request Fulfilment model, different types of Service Desk, roles of Technical & Application Management.
Continual Service Improvement (CSI)
Learning Objectives - In this module, you will focus on making changes to suit the changing business needs, continually monitor and measure services against the Service Level Management. Proactively look for bringing improvements to the service delivered cost-effectively and efficiently. On completion of this module, you have to take an exercise that would reinforce learning.
Topics - Vision to Measurement, Critical Success Factors, Key Performance Indicators, Deming's Plan, Do, Check & Act, CSI model & Seven-Step Improvement Process.
Learning Objectives - In this module, there will be 2 sets of AXELOS mock exam based on final certification model.