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ITIL®

Course type:
E-learning
Duration:

10 hours

Delivery:
Online
Optional add-ons:
ITIL® Foundation Handbook, ITIL Foundation Exam
Feefo rating
From just د.إ1,750 +VAT

ITIL® Foundation E-learning

2019 will see the launch of the highly-anticipated ITIL® 4. ITIL 4® retains all the best bits of V3, but with more emphasis on collaborative working, along with a holistic end-to-end view of product and service delivery.

The ITIL V3 exam is available until June 2020, but you are encouraged to transition to the new scheme as soon as you can.

This acccredited multimedia training suits beginners to ITIL and provides everything required to pass the ITIL Foundation exam. The course takes approximately ten study hours - then you're ready to book your exam (not included in the price).

Course overview

About the course

You will gain knowledge of the internationally-recognised best practice terminology, structure, basic concepts and the core principles of ITIL practices for service management to fully prepare you for the ITIL Foundation examination.

What's covered?

Session 1 – overview of ITIL and service management

  • Objectives of course
  • What is service management?
  • What are services?
  • Early history of ITIL and the future of ITIL?
  • ITIL examination bodies
  • Complementary standards and publications
  • Why is good practice needed?
  • Benchmarking
  • Overview of the ITIL service lifecycle stages
  • Functions, processes and roles explained
  • Topic quiz

Session 2 – service strategy

  • Session objectives including an overview and introduction to service strategy
  • Key concepts within service strategy
  • The service portfolio and the service catalogue
  • Topic quiz
  • Service strategy processes
  • Components of value and value creation
  • Service portfolio management process and roles
  • Demand management process and roles
  • Generic roles, service owner, process owner, process manager, process practitioner, product manager and the business relationship manager role

Session 3 – service design

  • Overview of service design
  • Topic quiz
  • Supplier and service level management
  • Service catalogue management
  • Availability management
  • Information security management
  • Capacity management
  • IT service continuity management
  • Design coordination

Session 4 – service transition

  • Overview of the service transition stage of the service lifecycle
  • Topic quiz
  • Service transition processes
  • Roles involved with service transition activities
  • Session summary

Session 5 – service operation

  • Overview of the service operation stage of the service lifecycle
  • Topic quiz
  • Incident management process, problem management, event management, request fulfillment, access management methods, activities and tools, generic process activities
  • Service desk and other functions
  • Session summary

Session 6 – continual service improvement

  • Overview of the continual service improvement stage of the service lifecycle
  • CSI tools and techniques including the deming cycle, CSI model and the CSI register
  • Seven-step improvement process model
  • Roles involved in CSI
  • Session summary

Session 7 – technology and architecture

  • Objectives for use of technology and tools
  • Tool evaluation and tool selection process considerations
  • Tools and technology across the service lifecycle stages
  • Session summary

Session 8 – ITIL qualification scheme and exam technique

Session 9 – exam simulator

Duration

10 study hours

Target audience

Anyone who requires a basic understanding of the 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 programme.

What's included?

Materials

  • 12 months online access to the accredited ITIL Foundation course
  • Full tutor support plus many additional materials to help put ITIL into practice
  • ITIL Foundation mock exam revision tool
  • ITIL process map

FAQs

FAQs for exam bookings with e-learning products

What's the difference between an exam code and an exam voucher?

The exam code is issued by ILX and is valid for the same length of time as your e-learning licence. You will need your exam code to redeem your exam voucher.

The exam voucher is only valid for one month, and you will be issued with this once you have redeemed your exam code. You will need your exam voucher to book your exam.

How long is my ILX exam code valid for?

Your exam code is valid for the same length of time as your e-learning licence.

How long will it take for my exam code to be issued?

Your exam code will be issued via email within 24 hours of purchasing your e-learning licence.

How do I redeem my ILX exam code?

When you are ready to take your exam, enter your exam code into the box on our redeem your ILX exam voucher page. Within 48 hours of redeeming your exam code you will receive your exam voucher and full instructions on how to book your chosen exam.

How long is my exam voucher valid for?

Once issued the exam voucher is valid for a one month period. Therefore, please ensure you only redeem your code once you are in a position to book your exam.

How do I book my exam?

Full instructions on how to book your exam will be sent with your exam voucher.

What do I do if I lose my ILX exam code?

Get in touch with us at contactus@ilxgroup.com.

Need more help or want to get in touch with us?

If you have any questions or need help redeeming your exam voucher, please get in touch with us at contactus@ilxgroup.com.