IT Infrastructure Library (ITIL) v3 Foundation
The most widely accepted approach to IT Service Management in the world
Kuningan, Jakarta Selatan | 08 – 10 April 2019 | Fee (at Proposal)
Kuningan, Jakarta Selatan | 06 – 08 May 2019 | Fee (at Proposal)
Kuningan, Jakarta Selatan | 10 – 12 June 2019 | Fee (at Proposal)
Kuningan, Jakarta Selatan | 01 – 03 July 2019 | Fee (at Proposal)
Jadwal Training 2019 Selanjutnya …
COURSE DESCRIPTION
The ITIL® Foundation course is the entry level certification course for IT Service Management Best Practices training in ITIL. This course covers the latest version of core ITIL best practices presented from a lifecycle perspective. The course introduces the principles and core elements of IT service management (ITSM) based on ITIL. ITIL is comprised of five core publications: Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement, promoting alignment with the business as well as improving operational efficiency.
This course is delivered using an exciting case study designed to further enhance and cement the candidates understanding of ITIL. Students who have attended this course are suitably prepared to successfully take the associated ITIL Foundation certification test which is a requirement for attending any of the further learning courses (ITIL intermediate level training) available in this track.
COURSE AND LEARNING OBJECTIVES
- Identify the principles and concepts of IT Service Management based on ITIL
- Identify the best practices of implementing ITIL in an organization
- Define the terminology used in ITIL
- Identify the concepts and definitions used in the Service Lifecycle
- Define Service Strategy concepts
- Define Service Design concepts
- Define Service Operations concepts
- Define Service Transition concepts
- Define Continual Service Improvement concepts
- Define the roles, processes, and components within key areas of IT Service Management based on ITIL
- Prepare the student to take the ITIL Foundation Certification exam
DURATION
3 (three) full days program
PRE-REQUISITES
There are no pre-requisites for this course, although a basic knowledge of Service Management concepts will be helpful.
TARGET GROUP
- 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 has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement programme.
- Target Audience: IT Professionals, IT Support Staff, Application, Project and Business Managers, and Any member of an IT team involved in the delivery of IT Services.
COURSE MODULES
Module 1: Introduction
- Introduction/Housekeeping
- Introduction to key ITIL concepts
- IT as a Service
- Introduction to processes and process management
- The Service Lifecycle approach
Module 2: Service Strategy
- Purpose, goal, objectives & Scope
- Value Creation through Services
- Assets – Resources and Capabilities
- Service Strategy – Main activities
- Service Strategy processes
- Service Portfolio management
- Demand management
- Financial management
- Business Relationship Managemen
Module 3: Service Design
- Purpose, goal, objectives & Scope
- Service Design processes
- The 4 P’s
- Service Design aspects
- Service Catalog Management
- Service Level Management
- Capacity Management
- Availability Management
- IT Service Continuity Management
- Service Portfolio
- Information Security Management
- Supplier management
- Design Coordinatio
Module 4: Service Transition
- Purpose, goal, objectives & Scope
- Service Transition value to the business
- Technology and architecture in Service Transition
- Service Transition Processes
- Change Management
- The 7 R’s of Change Management
- Service Asset and Configuration Management
- Release and Deployment Management
- Knowledge Management
Module 5: Service Operation
- Purpose, goal, objectives & Scope
- Service Operation definitions
- The Service Desk
- Technical Management
- Application Management
- IT Operations Management
- Service Operations Processes
- Event Management
- Request Fulfillment
- Problem Management
- Access Management
Module 6: Continual Service Improvement
- Purpose, goal, objectives & Scope
- Models and Processes
- The Deming Cycle
- Measurement and metrics
- Continual Service Improvement activities
- Risk management
- Continual Service Improvement interfaces
- Interface with Service Level Management
Module 7: Exam Preparation
- 08 – 10 April 2019
- 06 – 08 May 2019
- 10 – 12 June 2019
- 01 – 03 July 2019
- 05 – 07 August 2019
- 02 – 04 September 2019
- 21 – 23 October 2019
- 18 – 20 November 2019
- 16 – 18 December 2019
Venue
AXA Tower – Kuningan City, Jakarta Selatan
Price
fee at proposal
Packages
- Original ITIL Foundation Courseware accredited by APMG
- ITIL Foundation Exam
- Certificate of Attendance from Informatics (Singapore)
- ITIL Foundation Certificate from APMG-UK (if passed the exam)
- Lunch and Coffee Break
- Souvenir