$2,120.75 – $2,495

Accredited ITIL Foundation Training - Brunei (3 Days Instructor Led Classro...

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Location

Radisson Hotel Brunei Darussalam

Jalan Tasek

Bandar Seri Begawan, Brunei-Muara District BS8674

Brunei Darussalam

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Refund Policy

Refund Policy

Refunds up to 30 days before event

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Description

Course Description

This course is a three-day classroom training relevant for professionals who play a role in developing, implementing and managing IT service quality in order to deliver business value. This course is designed for IT professionals and consultants who play a role in developing ITIL best practice guidance, implementation or for those providing support around ITIL certifications. Practical examples and real life case studies are used to guide and assist with the understanding of key concepts throughout the course. At the end of the three-day classroom training, the certification exam may be taken.

The ITIL Foundation certificate is awarded to candidates passing the examination. Participants will also earn 21 Project Management Institute (PMI) Professional Development Unitsupon course completion.

Learning Objectives

This course introduces the concept of the Service Lifecycle. Additionally, key concepts of each ITIL function, process and lifecycle stage will be expanded upon. By the end of this course, the participants will be able to identify:

  • The stages and processes within the Service Lifecycle

  • Business value of implementing each process in an organization

  • Objectives and basic concepts related to each process

  • Activities and roles involved in each process

  • Relationship of each process to other processes

  • Terminology, techniques and practical approaches

Course Outline

The ITIL Certification Scheme

ITIL Concepts

a. The History of ITIL
b. Good Practice and Best Practice
c. IT Service Management
d. Service and Service Model
e. Function - Process - Role
f. What is a Process?
g. Process Characteristics
h. IT Governance and Service Lifecycle

Continuous Service Improvement

a. CSI and the Service Lifecycle
b. CSI Model and Principles of CSI
c. Ownership and Role Definitions
d. Service Measurement
e. Frameworks, Models, and Quality Systems
f. Deming Cycle
g. 7-Step Improvement Process

Service Operation

a. Service Operation and the Service Lifecycle
b. Principles and Processes of Service Operation
c. Event Management
d. Incident Management
e. Problem Management
f. Request Fulfillment
g. Access Management

Service Transition

a. Service Transition and the Service Lifecycle
b. Principles and Processes of Service Transition
c. Change Management
d. Service Asset and Configuration Management
e. Release and Deployment Management
f. Knowledge Management
g. Change Evaluation
h. Transition Planning and Support
i. Service Validation and Testing

Service Design

a. Service Design and the Service Lifecycle
b. Principles and Processes of Service Design
c. Design Coordination
d. Service Catalogue Management
e. Service Level Management
f. Availability Management
g. Capacity Management
h. IT Service Continuity Management
i. Supplier Management
j. Information Security Management

Service Strategy

a. Service Strategy and the Service Lifecycle
b. Principles and Processes of Service Strategy
c. Service Portfolio Management
d. Financial Management for IT Services
e. Business Relationship Management
f. Demand Management
g. Strategy Management for IT Services

Self-Study and Exam Preparation


Who Should Attend

This course aims at those IT Practitioners including user-interfacing frontline staff, IT Consultants, IT Service Providers and IT Managers who are involved in the developing, designing, managing and delivering IT Services within the organization.

There are no prerequisites to attending the ITIL Foundation course or for sitting for the ITIL Foundation certification examination

Course Duration

3 Days Instructor Led Classroom Training

Examination

The examination duration is 60 minutes and is a closed-book paper containing 40 MCQ (multiple choice questions) with 4 answers to select from for each question. Only one answer is correct. Each of the 40 questions carries 1 mark for the correct answer.

A candidate is expected to answer all questions and must attain a score of 65% (26/40) and above to pass the examination and qualify for certification.

Enquiries

For Corporate Enquiries, please email enquiries@sapience-consulting.com

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Date and Time

Location

Radisson Hotel Brunei Darussalam

Jalan Tasek

Bandar Seri Begawan, Brunei-Muara District BS8674

Brunei Darussalam

View Map

Refund Policy

Refunds up to 30 days before event

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