ITIL® Foundation

Maven Training introduces three-day ITIL® Foundation Training accredited by PeopleCert to help the delegates in getting ITIL® Certification. We aim to clear ITIL® Foundation certification examination in the first attempt. As our courses are delivered by the highly experienced instructor, we guarantee that one will pass the ITIL® exam. Our tutor helps the delegate throughout the training to make sure that the delegates can have clear picture or understanding of the concepts involved in the course.

Exam:

Each delegate will have to pass an examination that will be conducted at the end of the training. The exam consists of 40 Multiple Choice Questions (MCQ’s). Delegates have to identify the correct answer and proceed for next questions. One will need to have 65 percentage marks to clear the exam. Our trainers will make sure that the delegates have gone through all the concepts of the subject so that they can easily clear the exam in the first attempt.

The exam will be of 1 hour and one need to complete all questions within that 1 hour only. The language used in the exam would be English. In case, someone is not comfortable with English, we can try to provide the exam in other languages by consulting our trainer. Selection of language depends upon the comfort of the trainer.

Service Management: Overview

• Service Management lifecycle
• Principles of IT Service Management
• Defining Service
• Benefits of Service Management in organization
• Define Process and its characteristics
• RACI Model
• Types of service providers
• Contracts and suppliers

Service Management lifecycle

• Service life cycle
• Elements of life cycle
• Link between different life cycle stages
• Relation between Governance and ITSM

Service Strategy

• Define Service Strategy
• Service Strategy Process
• Type of Services involved in the organization

Service Strategy Concepts

• Service Utility and Warranty
• Service assets
• Value creation
• Factors influencing customer perception of value
• Service Packages
• Uses and Structure and of Business case

Service Strategy Process

• Define Process
• Demand Management
• Service Demand
• PBA and UP
• Service Portfolio components
• Service Portfolio Management
• Financial Management
• Managing business relations

Service Design

• Define Service Design
• Roles in Service Design
• Key concepts and terminologies
• Service Design process
• Service Catalogue Management
• Service Level Management
• Capacity Management

Service Transition

• Define Service Transition
• Configuration item
• Configuration Management System

Service Transition Process

• Overview and Objective
• Transition, Planning and Support
• Change Management and Change Model

Service Operations

• Overview
• Events
• Alerts and Incidents
• Service Operation Processes
• Event Management
• Event Management Process
• Event Logging and Filtering
• Manage Exceptional Events
• Incident Management
• Process Interfaces
• Problem Management