ITIL Foundation - APEX Global

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ITIL Foundation2 Days Classroom :INDIA

ContentITIL FoundationIntroductionWho we areOur ClientsCourse OverviewCareer PathCourse ContentCourse AssessmentFaculty ProfileContact Information

IntroductionNowadays, IT industry is constantly changing, making it difficult to stay current withthe latest trends. It can also be difficult to know when something is just a fad versussomething that will be around for a while. The Information Technology InfrastructureLibrary, or ITIL , is one of the few programs that has been well established in the ITService Management field for more than two decades. The standard framework, or theset of best practices, has become the need of the hour for IT professionals.Our ITIL Foundation certification is an entrylevel certification program and a stepping stoneto augment participants’ career path in ITSM. Thistraining covers the latest version of core ITIL bestpractices, allowing participants to delve into theprinciples and core elements of ITSM based onITIL .This program is comprised of 5 core publications: Service Strategy, Service Design,Service Transition, Service Operations and Continual Service Implement. With this,we aim to promote alignment of the business goals as well as improving operationalefficiency by increasing productivity, optimizing costs and improving overallstakeholder experience.ITIL Foundation4

APEX Global is the learning solutionsarm of ECCI—the leading processimprovement solutions provider inSoutheast Asia.Our sole aim is to promote performance excellence amongprofessionals. We give our customers the advantage to achievegreater success through effective, experiential and resultsoriented training delivery.We have the experience of training over 300,000 professionalsin the last decade, a strong pool of evangelists and trainerswith expertise in a niche array of domains and a strong regionalpresence. We provide an extensive portfolio of high-quality,industry-specific and functional programs coupled with highquality comprehensive training materials to deliver our ultimate“promise”—the R.E.A.L learning experience.5ITIL Foundation

AXELOS is a joint venture company created in 2013 by the CabinetOffice on behalf of Her Majesty’s Government (HMG) in the UnitedKingdom and Capita Plc. It manages, develops and grows theGlobal Best Practice portfolio.AXELOS boasts of an already enviable track record and icequalifications and methodologies.These include ITIL , PRINCE2 , MSP , and the new collection ofcyber resilience best practice products, RESILIA . All these areadopted by private, public, and voluntary sectors in more than 150countries with the goal to improve employees’ skills, knowledge,and competence to contribute in ensuring that both individualsand organizations work more effectively.RESILIA are just some of the methodologies under the AXELOSGlobal Best Practices Portfolio used by the organization’s strongglobal network of accredited training and consulting partners.APEX Global is one of the few accreditedpartners of AXELOS in the PhilippinesITIL Foundation6

Our clients continue to growWith an ever expanding IT industry facing a shortage of skilled ITIL professional talent,the need for learning and development becomes crucial. With a continuously evolvingenvironment our clients have entrusted us with their learning edge to ensure they’reon top of their game.7ITIL Foundation

Course OverviewWho is this course for?This training program is aimed at IT Professionals, IT Support Staff, Technicaland Application Specialists, Project and Service Managers who would like to: Get introduced to a consistent ITSM best practices, frameworkand terminologies into their daily work Hold an internationally-recognized certification Improve customer satisfaction through a more professionalapproach to service delivery Effectively manage IT service delivery in organizations of all sizesand industries around the globe Have an unbiased evidence of ITSM skillsWhat can you expect?At Apex Global, we will help you gain and apply the knowledge you need,enable you to make better informed decisions by appreciating the niche thatthe ITIL Foundation introduces you to.The learning path will take you through 16 hours of instructor-led lecturesand practical adventures. An interactive approach is used by combininglecture, discussion, and case study experience to prepare participants for theITIL Foundation certification exam as well as to provide valuable practicalknowledge that can be rapidly applied in the workplace. The integrated casestudy deepens the participant’s appreciation of how ITIL best practices canbe applied in order to improve IT performance.ITIL Foundation8

What will you learn?APEX Global has teamed up with AXELOS to customize this training for thespecialized learning needs in the Philippines and ASEAN.Upon completion of the training program, you will be able to: Learn and apply the principles, best practices, and terminologiesof the IT Service Management Understand the key concepts and definitions used in the“service-driven lifecycle” Process interrelationships and interdependencies of businessintegration Forecast, respond to, and influence the demand for your services Understand ways to apply lean principles and automatestandard tasks to improve efficiency of ITSM processes“If you haven’t won the HEARTS andMINDS of the people, your ITSMprogram will fail.David MainvilleITSM evangelist,CEO & Co-founder of Navvia9ITIL Foundation“

Career PathITIL Foundation is a two-day certification course designed to familiarizeprofessionals with the basic understanding of concepts to enhance thequality of ITSM in their respective organizations with the use of key ITIL principles and models.ITIL MasterITIL ExpertManaging Across the Lifecycle5 Credits17 Credits needed to progress4 credits eachITIL PRACTITIONER3 credits each3 CreditsContinual ServiceImprovementService StrategyService DesignService TransitionService OperationIntermediate:Capability ModuleRelease Controland Validationand AgreementsOperational Supportand AnalysisPlanning Protectionand OptimizationIntermediate:Capability ModuleITIL FOUNDATION2 CreditsITIL Foundation10

ITIL Practitioner is a three-day certification course that was recentlydeveloped to address the issue of organizations having a hard timeintegrating the ITIL principles in their IT culture and to help them alignservice improvement initiatives with their business goals.ITIL Intermediate series takes on a modular approach with each modulefocusing on the different aspects of ITSM. Each course within this track is athree to four day certification course and considered as the next level in theITIL Certification framework after Foundation.ITIL IntermediateServiceITIL IntermediateServiceLifecycle is the tactical track whichCapability is the track that is gearedis concerned with the stage andtowards the improvement of anprocess of roles and relationships.already existing process relationshipIt is designed for professionalssystem.whose main roles are policiesprofessionals carrying daily processsetting, process management, andactivities. Operational Support andprocessContinualAnalysis (OSA), Planning, ProtectionService Improvement (CSI), Serviceand Optimization (PPO), Release,Strategy (SS), Service Design (SD),Control and Validation (RCV), andService Transition (ST), and ServiceService Offerings and AgreementsOperation (SO) modules are under(SOA) modules are under this track.organizationItisalsomeantforthis track.ITIL Managing Across the Lifecycle is a five-day certification course totest and validate a professional’s knowledge of the key content topics ofITIL publication such as management objectives, purposes and functions.This course helps in understanding the management aspects of the ServiceLifecycle and thus, leads to ITIL Expert in IT Service Management.ITIL Expert is the next level after gaining the ITIL Intermediate Certificationstatus. This and the next level do not require training as these account for ITIL Credits gained through previous modules. It also tests your knowledge andexpertise in applying the principles in the organization and demonstratingthe ITIL knowledge in its entirety.ITIL Master is the last certification in the training series as it validates how aprofessional has achieved the desired business outcomes through strategicapplication of knowledge principles, methods, and support managementtechniques. This will help you launch into an IT leadership role.11ITIL Foundation

“What if there is a new Airbnb in ourindustry? ITIL has scale. A good ideamay work, but only the right level ofprocesses can enable it to scale.“ITIL FoundationPeter HepworthCEO of Axelos12

Course ContentAPEX Global has teamed up with DevOps Institute (DOI) to customize this trainingfor the specialized learning needs in the Philippines and Southeast Asia.This training program has seven modules:1. Introduction2. Service Strategy3. Service Design4. Service Transition5. Service Operation6. Continual Service Improvement13ITIL Foundation

MODULE 1IntroductionIn this module, you will understand the importance of service management to both the IT serviceprovider and the consumer while utilizing your existing knowledge of service lifecycle and itsphases. You will also learn to leverage the established ITIL best practices and framework toimprove quality, effectiveness, and efficiency of service management. Key lessons such asService Portfolio Management, Financial Management, and Business Relationship Managementwill be discussed.MODULE 2Service StrategyIn any industry, strategy plays a vital role in defining business action and the IT service managementfield is certainly no exception. This module will provide you with the understanding of what strategyis by identifying services, capability, consumers, value creation and delivery. With a clear ServiceProvision Model, you will learn how to closely monitor the use of assets, evaluate the organizationalcapabilty to deliver the service, define the process and services required, and the level of invesment.MODULE 3Service DesignIn this module, you will learn how to adress the purpose, objective, scope and business valueof the Service Design lifecycle stage by examining the four areas considered when designing aservice: People, Processes, Products, and Partners. The Service Design module will cover all—from designing the service solution itself, the service management system and tools, to identifyingthe process and technology architecture required, up to establishing the measurement systemsand metrics.ITIL Foundation14

MODULE 4Service TransitionService Transition is the stage in the lifecycle where one needs to curate service knowledge andminimize the risk of an emerging product versus updated or obsolete services to protect theproduct environment. By utilizing effective change management guidelines, you can protect theproduct environment by identifying value assets, helping stakeholders make an informed decision,and leading the way to release and deployment.MODULE 5Service OperationThe Service Operation phase is where majority of the IT professionals in the industry is mostinvolved since this encompasses the day-to-day activities that deliver real value to the companythrough process and infrastructure support. Service Operations is responsible for warranting thatthe necessary support is able to meet and deliver the stakeholder requirements with reliance onasset availability. This module will also discuss incident, problem, access, and event management.MODULE 6Continual Service ImprovementIn the final module, you will understand the importance of evaluating, measuring andanalyzing the metrics for critical success factors to attain continual service improvement (CSI)within the product environment. CSI enables you to review and revise the service productbased on feedback loops, performance baselines, and key performance indicators to ensurethat the portfolio remains aligned to the changing needs of the business.15ITIL Foundation

Course AssessmentThe ITIL Foundation exam will evaluate your knowledge in Service management as apractice. The ITIL service lifecycle, generic concepts, definitions, key principles and models,selected processes, functions and roles, technology, and architecture.Here are some quick facts about the exam:The ITIL Foundation exam can be taken after completion of the training program.The exam is online or paper based, closed book, and proctored.You are required to answer at least 26 out of 40 questions correctly to pass the exam, i.e. thepass score is 65%.In online exams, the results will be declared immediately. For paper-based exams, therelease of results may take 1-2 weeks.You can choose any date that fits your schedule to take the exam.Once you have successfully cleared the exam, you will be awarded 2 credit points to pursuethe next level of ITIL certifications.ITIL Foundation16

Faculty ProfileDelivered by our established in-houseThis ensures that what our clients learn isexperts,trainers,instantly applicable to any role and aligned tothroughthe needs of respective established processes, this certificationcourse will introduce you to the mostWe collaborate with reputable partnersrelevant and practical aspects of ITon the design and development of courseService Management.materials, so your learning is shaped bypractical experience, expert insights andAPEX Global Expert Council (AGEC) worksclosely with leading industry experts toconsistently create, review, and updatethe certification learning objectives.valuable case studies.

For more aT: ( 632) 403 8668T: ( 603) 2788 4921T: ( 848) 3948 3142 to 43T: ( 865) 3158 6052T: ( 91) 44 4554 8438F: ( 632) 403 8358/ apex-globalF: ( 848) 3811 4701/ APEXGlobalLearning/ company/apex-global-learningFor inquiries, email us at training@apexgloballearning.comDisclaimer:The trademarks/logos used in this document are owned by the respective brands.wwww.apexgloballearning.comF: ( 91) 44 4207 2357

ITIL Master Service Operation Planning Protection and Optimization Service Design Service Strategy Continual Service Improvement Service Transition Operational Support and Analysis and Agreements Release Control ITIL PRACTITIONER and Validation 3 Credit s Intermediate: Capability Module Intermediate: Capabil

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