Training in

ITIL® 4 Foundation Certificate in IT Service Management

1. ITIL Foundation Certificate in IT Service Management (AXELOS) Overview

The ITIL 4 Foundation qualification is intended to introduce candidates to the management of modern IT-enabled services, to provide them with an understanding of the common language and key concepts, and to show them how they can improve their work and the work of their organization with ITIL 4 guidance. Furthermore, the qualification will provide the candidate with an understanding of the ITIL 4 service management framework and how it has evolved to adopt modern technologies and ways of working.

2. Programme Benefits to the Organization

Any organisation that delivers IT services to its customers needs an effective way of managing those services. It’s a set of detailed practices for IT service management (ITSM) that focuses on the end user rather than technology, aiming to provide IT services that are better aligned with organizations' business needs. Through ITIL training, the organization will benefit as follows:

• Stronger alignment between IT and the business
• Improved service delivery and customer satisfaction
• Reduced costs through improved utilization of resources
• Greater visibility of IT costs and assets
• Better management of business risk and service disruption or failure
• More stable service environment to support constant business change

3. Target Audience

This certificate primarily targets the following:

• IT professionals who want to adopt ITIL in order to make service improvement in the Organisation.
• Individuals who require ITIL framework basic knowledge and wanted to enhance IT service management in the Organisation.
• IT service managers, IT Directors and Managers, CIOs, Business Managers, Service support engineers, Technical support engineers, and Business Process Owners.
• Anyone else who has an interest in enhancing service management.

4. Training Methodology

To facilitate the most effective learning process, the training methodology adopted utilizes a blended learning method involving powerful hands-on instructor-led sessions, brainstorming sessions, reading materials, lab demonstrations, and class assessments. During the training, participants will receive course materials.

5. Training Duration

• Duration: 3 Days
• Time: 2.00pm - 4.00pm
• Venue: VILT Training

6. Course Objectives

A holistic approach to the facilitation of co-creation of value with customers and other stakeholders in the form of products and services:

• The guiding principles of ITIL 4
• The four dimensions of Service Management
• Key concepts from Lean, Agile, DevOps, and why these are important to deliver business value
• How ITIL practices described in ITIL 4 will maintain the value and importance provided by the current ITIL processes, whilst at the same time expand to be integrated to different areas of service management and IT, from demand to value.

7. Course Content

• IT Service Management definitions: Service, Utility, Warranty, Customer, User, Service management, Sponsor
• Key concepts of value creation
• Key concepts of service relationships: service offering, service provision, service consumption, service relationship management
• The nature, use and interaction of 7 ITIL guiding principles:
  • Focus on value
  • Start where you are
  • Progress iteratively with feedback
  • Collaborate and promote visibility
  • Think and work holistically
  • Keep it simple and practical
  • Optimize and automate
• The 4 dimensions of service management:
  • Organizations and people
  • Information and technology
  • Partners and suppliers
  • Value streams and processes
• The ITIL service value system
• The service value chain, its inputs and outputs, and its role in supporting value streams
• Service value chain elements:
  • Plan
  • Improve
  • Engage
  • Design & transition
  • Obtain / Build
  • Deliver & support
• Detail of how the following ITIL practices support the service value chain:
  • Continual Improvement (including continual improvement model)
  • Change control
  • Incident management
  • Problem Management
  • Service request management
  • Service desk
  • Service level management
• The purpose of the following ITIL practices:
  • Information security management
  • Relationship management
  • Supplier management
  • Availability management
  • Capacity and performance management
  • Service configuration management
  • IT asset management
  • Business analysis
  • Service continuity management
  • Deployment management
  • Monitoring and event management
  • Release management

COURSE OUTLINE

Title:

PRINCE2® 7 Foundation Training & Certification

Duration:

3 Days

Certification:

PRINCE2® 7 Certification Exam

PRINCE2® 7 FOUNDATION CERTIFICATION OVERVIEW

PRINCE2® 7 project management is a flexible, internationally acclaimed project management method that can be tailored to a wide variety of projects, regardless of complexity or scale. Training and certifying in PRINCE2 project management maximises the success of projects across the organisation.

The Foundation Level certification introduces the PRINCE2 method and aims to confirm that you know and understand the PRINCE2 method well enough to be able to work effectively with, or as a member of, a project management team working within an environment supporting PRINCE2. The Foundation certification is also a prerequisite for the Practitioner certification.

PRINCE2® 7 OBJECTIVES

• Understand key concepts relating to projects and PRINCE2
• Understand how the PRINCE2 principles underpin the PRINCE2 method
• Understand the importance of people in successful projects
• Understand the PRINCE2 practices and how they are applied throughout the project
• Understand the PRINCE2 processes and how they are carried out throughout the project

TARGET AUDIENCE

The PRINCE2® 7 Foundation qualification is intended for project managers and aspiring project managers. It is also relevant to other key staff involved in the design, development and delivery of projects, including: project board members (e.g. senior responsible owners), team managers (e.g. product delivery managers), project assurance (e.g. business change analysts), project support (e.g. Project and Programme Office personnel), and operational line managers/staff.

COURSE CONTENT

• Module 1: Key Concepts of Projects and PRINCE2
  • PRINCE2 Definitions
  • Principles, People, Practices and Processes
  • Project Performance Management
  • Delivery Approaches
• Module 2: PRINCE2 Principles
  • Business Justification
  • Learn from Experience
  • Roles, Responsibilities and Relationships
  • Management by Exception
  • Management by Stages
  • Product Focus
  • Tailor to Suit the Project
• Module 3: Importance of People in Projects
  • Organizational Ecosystem
  • Change Management
  • Stakeholder
  • Culture
  • Collaboration and Co-creation
  • Leadership
  • Management
• Module 4: PRINCE2 Practices
  • Management of Products including the PID and Project Log
  • Business Case
  • Project Brief
  • Management Approaches
  • Organizing
  • Planning
  • Quality
  • Risk
  • Issues
  • Progress
• Module 5: PRINCE2 Processes
  • Starting Up a Project
  • Directing a Project
  • Initiating a Project
  • Controlling a Stage
  • Managing Product Delivery
  • Managing a Stage Boundary
  • Closing a Project

CERTIFICATION

The PRINCE2® 7 Foundation examination is intended to assess whether a candidate can recall and understand the PRINCE2® project management method (as described in the syllabus below). The PRINCE2® 7 Foundation qualification is a prerequisite for the PRINCE2® Practitioner exam, which assesses the ability to apply understanding of the PRINCE2® project management method in context.

The PRINCE2® 7 Foundation examination will consist of five (5) sections with the following structure:

• Understand key concepts relating to projects and PRINCE2 - 3%
• Understand how the PRINCE2 principles underpin the PRINCE2 method - 8%
• Understand the importance of people in successful projects - 14%
• Understand the PRINCE2 practices and how they are applied throughout the project - 60%
• Understand the PRINCE2 processes and how they are carried out throughout the project - 15%

Total: 100%

Examination Format

• Multiple choice questions
• 60 questions per paper
• 36 marks required (out of 60 available) to pass: 60%
• One hour's (60 minutes) duration
• Closed book

During the training, you'll tackle various examples of exam questions. We'll engage in numerous exercises and interactive Q&A sessions aimed at reinforcing your understanding, ensuring you're thoroughly prepared for the final exam.

PRINCE2® 7 Practitioner Training & Certification

Duration: Two (2) Days

Certification: PRINCE2® 7 Certification Exam