ITIL Foundation & Exam Prep 

Overview and Intro

The challenges facing the timely provision of high quality IT services required to underpin the company’s business objectives can be overcome through the implementation of Information Technology Infrastructure Library (ITIL) and IT Service Management (ITSM).

You will learn ITIL terminology, the structure, basic concepts and core principles of ITIL practices for Service Management. The Foundation certificate in IT Service Management will enable you apply ITIL practices for Service Management with further guidance.

+ FREE Refreshment: Tea, Coffee, Cakes, Snacks and light Lunch.
+ FREE Access to Video clips
+ FREE Access to Online Material Course Content

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Price: N60,000

Schedule and Venue

Week-Ends: 4 days – 2 weekends (Sat/Sun) from 12.01pm – 5.00pm.
Week-Days: 6 days – 2 weeks (Tue, Wed & Thurs) from 5.30pm – 7.30pm.
Training Type: Classroom Instructor –led Training

Lagos Venue: 3, Faramobi Ajike Street, Off Bush Street, Anthony Village, Lagos
PortHarCourt Venue: 6, Erabor Close, PortHarcourt. Rivers
Abuja Venue: 8 River Trent Street, Off Thames Street, Maitama, Abuja

Start & End Date: See Week-Day Calendar and Week-End Calendar

Course Outline

ITIL Fundamentals

Origins, development and governance
• Course Introduction and Introduction
• Defining IT Service Management
• Reviewing the structure and scope of the Foundation
• Certification Examination
• People, process, technology and partners
• Service Management as a Practice

Identifying and documenting the services
• Service Portfolio, Service Catalogue, Risk
• Service model, Service provider and Supplier
• Service and Operational Level Agreement (SLA/OLA)
• Service Design Package (SDP)

The Five Core Processes ‐ The Service Lifecycle
• Service Strategy, Service Design, Service Transition
• Service Operation and Continual Service Improvement
• Process and Service owner
• Utility and Warranty

Service Strategy
• The three types of Service Providers ‐ 
• Perspective, position, plan or pattern
• Functions and Processes in Service Strategy
• Financial Management
• Service Portfolio Management (SPM)
• Demand Management

Service Design
• Service Portfolio and Technology design
• Functions and Processes in Service Design
• Service Catalogue Management
• Service Level Management
• Capacity and Availability Management
• Information Security Management


ITIL Core Concepts

Data information and knowledge
• Configuration Management System
• Service Knowledge Management System (SKMS)
• Definitive Media Library (DML)
• Service Request, Change and Release

Optimizing the Infrastructure
• The seven Rs of Change Management
• Event, Alert, Incident, Problem and Workaround
• Known Error and Known Error Database (KEDB)
• Service Measurement, Availability and Events
• Release and Deployment Management
• Diagrams to illustrate the infrastructure

Service Transition
• The Service V model
• Functions and Processes in Service Transition
• Transition Planning and Support
• Change, Asset and Configuration Management
• Release and Deployment Management
• Service Validation and Testing, Evaluation

Service Operation
• Reactive vs. proactive
• Functions and Processes in Service Operation
• Event and Incident Management
• Request Fulfillment
• Monitoring and Control
• IT Operations and Service Desk

Continual Service Improvement
• Plan, Do, Check, Act
• Business mission, goals and objectives
• Functions and Processes in Service Operation
• IT Service Continuity Management
• The 7 step improvement process

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Price: N60,000

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