ITIL v3 Foundation Course هذه الدورة تدرس باللغة الإنجليزية

تفاصيل الدورة

This ITIL® Foundation course conducted in Singapore aims to achieve the following objectives:

• Provide insight into the best practices for IT Service Management (ITSM).
• Explain & discuss ITIL® framework, the theory and the concepts.
• Focus on the terminology and relationships between the ITIL® processes.
• Prepare participants for the exam. 

Who Should Take this course ITIL® Foundation in Singapore.

• IT support and technical staff.
• Help Desk/support/operations staff.
• Support/Help Desk/technical services managers.
• Network support staff.

Business Relationship Managers.

ITIL® Foundation

• At the end of the course, student will sit for the ITIL® Foundation exam in Singapore.
• Those who managed to pass scoring 65% will be awarded ITIL® Foundation Certificate from LCS.

Pre-requisites

• Accredited Foundation training is strongly recommended but not a prerequisite.
• Training Methodology & Materials:
• Three days / 6 sessions instructor-led course combining lectures, exercise and practical examples
• Recommended Personal Study of 18hours
• Maximum ratio of 25 students to one trainer but usual class size is kept below 12.

ITIL® Foundation Exam Syllabi

• Module Credt value=2
• Exam Type: 40 Multiple Choice Questions
• Exam Duration: 60 minutes.
• Supervised: Yes
• Open Book: No
• Passing Score: 65% or 29/40
• Marking Method: Only one option is correct and awarded a mark.
• Delivery: Paper-based or Computer-based. We conduct Computer-based Exams.

Course Outline:

History of ITIL® -

ITIL® Qualification scheme

Service Management as a Practice Service

Service Management

Processes -

Roles -

Organisation

The Service LifeCycle

The Structure, Scope, Components and Interfaces of the ITIL® Library

ITIL® Service Life Cycle

• Service Strategy
• Service Models
• Service Portfolio Management
• Demand Management
• Financial Management
• Return on Investment

Service Design

• Design -
• Service Catalogue -
• Management
• Service Level Management -
• Capacity Management -
• Availability Management -
• IT Service Continuity -

Management

• Information Security -
• Management
• Supplier Management

Service Transition

• Change Management
• Service Asset and Configuration Management (SACM)
• Release and Deployment Management
• Service Knowledge Management

Service Operation

• Incident Management -
• Event Management -
• Request Fulfilment -
• Problem Management
• Access Managemen

Continual Service Improvement

• The Continual Service Improvement Model
• IT Governance across
• Service Life Cycle
• Technology and Architecture
• Generic requirements for - an integrated set of Service
• Management Technology
• Understand how Service Automation assists with integrating Service
• Management processes
• Related Standards and Frameworks
• ISO/IEC 20000 -
• ISO 27000 -
• ISO 9000 -
• ISO 19770 -
• ISO 15504 -
• SixSigma -
• COBIT -
• CMMI