(ITIL), (Information Technology Infrastructure Library) 2011 Foundation: Information Technology Infrastructure Library (ITIL), gives a detailed description

of a number of important I.T. Practice, with comprehensive check list, tasks, procedures and responsibilities which can be tailored to any I.T. Organization. Where possible, these practices have been defined as processes covering the major activities of I.T. Service organization. ITIL Foundation is suitable for 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. The ITIL Foundation Certification also applies to IT professionals who work within an organization that has adopted ITIL and so need to be aware of and contribute to the overall service improvement programme. Upon successful completion of the education and examination components related to ITIL Foundation certification, including the ITIL Foundation exam, candidates gain knowledge and understanding in the following areas:

Service Management as a practice Service Lifecycle Key Principles and Models Generic Concepts Selected Processes Selected Roles Selected Functions Technology and Architecture

Why Do ITIL 2011 Foundation? ITIL framework is intended to enhance the quality of IT service management within your individual organization. It is intended to enable you to deploy the set of best practices within your organization by way of Adopt and Adapt It will enable you to contribute to a continual Service Improvement within your organization Organizations looking for implementing ITIL 2011 best practices or ISO20000 certification may also nominate their core team members for this workshop. This may include but is not limited to, IT professionals, business managers and business process owners. ITIL 2011 Foundation Examination Eligibility Criteria None Target Audience: College Graduates Team Members Team Leader Team coordinator Project Manager Program Manager

System Analyst Delivery Manager Functional Manager OR anyone who has or wishes to have an overview on IT Service Management Duration: 2 Days, 16 hours Day-wise Breakup Day 1:

Day 2:

Introduction to ITIL-2011 Introduction to the Service Lifecycle Phases Phase 1: Service Strategy Processes & Tools within Service Strategy Phase 2: Service Design Processes & Tools within Service Design

Phase 3: Service Transition Processes within Service Transition Lifecycle phase 4: Service Operation Processes within Service Operation Phase 5: Continual Service Improvement Processes within Continual Service Improvement Questions & Answers, Mock Exam

Important Concepts of ITIL Customer Focus, Value Creation and its relation to IT Service Management Utility Warranty Quadrant Framework, Standard and Regulation ITSM Tree RACI Model Strategy Mapping, Four Ps of Strategy

ROI / NPV / IRR / Payback Period and Charging Models Design of Service Offerings / Lines of Service Service Catalogue Management, SLM Structures Demand Management and its relation to PBAs Reliability, Maintainability, Serviceability SPOF, VBF, CFIA and FTA MTBF, MTRS and MTBSI, Redundancy, resilience and Fault Tolerance BIA and Disaster Recovery Planning CIAV and Asset Classification in ISM V Model, KEDB CI, CMDB within SACM DIKW Pyramid, SKMS DML, Big Bang / Phased / Push / Pull release TMF, AMF, ITOMF, SDF Functions Examination

The course ends with a one hour closed book multiple-choice paper with 40 questions. Passing requires: 26 correct answers (65%)

Insurance on your Examination You can insure your examination from Sappers Solutions 100% passing Guarantee by nominal additional fees. If you do not clear the examination at the first attempt we pay your entire fees for the second attempt.