ITIL- Foundation


Course Description

Overview: ITIL® Foundation is the most widely acknowledged entry-level ITIL certification for IT professionals. Today’s IT departments need qualified experts who can deliver effective IT services.

2 Days

  • ITIL Foundation training from Simplilearn is the first step in the ITIL certification path and is designed to ensure that you pass the ITIL exam in the first attempt and move to the expert level in the shortest amount of time.
  • Our training focuses on the key elements, concepts and terminologies associated with ITIL service lifecycle management.
  • It also includes ITIL lifecycle phase interactions and outcomes, ITSM processes and service management best practices.
  • IT Managers/Support Teams
  • IT Architects, Planners and Consultants
  • System Administrators/Analysts
  • Operations Managers
  • Database Administrators
  • Service Delivery Professionals
  • Quality Analysts
  • Application Management Team/Development Team
  • Process Owners/Practitioners

Overview of Six Sigma

  • Organizational Goals and Six Sigma projects
  • Overview of DFSS – DMAIC vs. DMADV
  • Service automation
  • Competence and skills for service management
  • Competence and skills framework
  • TrainingSix Sigma Infrastructure – Owners and Stakehold

Course Introduction & Service Management as a Practice

  • Best Practices in public domain
  • ITIL as a good practice
  • Concept of service
  • Concept of service management
  • Processes and Functions
  • The RACI Model
  • Roles and responsibilities

Service Lifecycle & Strategy

  • The service lifecycle
  • Basic concepts of service strategy
  • Basic concepts of service design
  • Basic concepts of service transition
  • Basic concepts of service operation
  • Basic concepts of continual service improvement
  • Basic concepts of service strategy
  • Principles and models of service strategy
  • Processes of service strategy
  • Service Portfolio management
  • Financial management
  • Business relationship management

Service Design & Transition

  • Basic concepts of service design
  • Principles and models of service design
  • Five aspects of service design
  • Processes of service design
  • Design coordination
  • Service level management
  • Service catalogue management
  • Availability management
  • Information security management
  • Supplier management
  • Capacity management
  • IT service continuity management
  • Change management
  • Service Asset and configuration management
  • Release and deployment management
  • Transition planning and support
  • Knowledge management: DIKW Model

Service Operation

  • Event management
  • Incident management
  • Request Fulfilment
  • Problem management
  • Access management
  • Tracker for operations monitoring
  • The service desk function
  • The technical management function
  • The application management function
  • The IT operations management function

Continual Service Improvement

  • Basic concepts of CSI
  • Principles and models of CSI
  • CSI process

Technology and Architecture

  • Project Identification and Selection

Define Phase

  • Voice of the Customer (VOC)
  • Process Inputs and Outputs
  • Project Charter
  • Project Scope
  • CTQ Drill Down
  • Kano Model

Measure Phase

  • Type of Data and Measurement Scales
  • Data Collection and Summarizing Data
  • Statistical Distributions
  • Normal Distribution
  • Control Chart
  • Descriptive Stats and Graphical Methods
  • Process Performance vs. Process Specifications
  • Process Capability Studies (Cp, Cpk)
  • Short-term vs. Long-term Sigma Shift
  • Process Sigma Calculation
  • Pareto Chart
  • Box plot
  • Histogram – Interpretation of Histogram
  • Concept of DPO, DPMO, FPY, RTY

Analyze Phase

  • Root Cause Analysis Method(s)
  • Brainstorming & CE Diagram
  • Value Stream Mapping/Detailed Process Map
  • Overview of Correlation & Regression
  • Overview of Hypothesis Testing
  • Overview of ANOVA
  • FMEA
  • Brainstorming & CE Diagram

Improve Phase

  • Generating Solutions
  • Creativity Techniques
  • Solution Prioritization
  • Piloting Solution
  • Plan the Implementation
  • Risk Analysis using FMEA

Control Phase

  • Process Control Basics
  • SPC Basics
  • Standardization & Documentation
  • Control Plan
  • Horizontal Deployment
  • Sustain Strategy
  • Preparing Presentation of Sigma
  • Monitoring Results After Control