Information Technology Infrastructure Library
ITIL®
Overview
Giving the increasing role of I.T in achieving corporate aims, the Information Technology Infrastructure Library (ITIL®) was established to provide the foundation for quality I.T. service management (ITSM). It is a set of best-practices that describe procedures, tasks and checklists, which are not organization-specific, but can be used by any organizations to establish an internationally recognized level of competency.
ITIL® provides the foundation for quality ITSM through documented and proven processes that covers the entire Service Lifecycle which allows organizations to establish a baseline from which it can plan, implement, measure and improve in a well controlled and systematic way.
This instructor-led course is specially designed for participants to attempt the ITIL® Foundation Certificate level. It will introduce I.T. professionals to the ITIL® 4 terminology, structure and basic concepts and an understanding of the I.T. Good Practice. Participants will understand how the 5 Service Lifecycles work, namely Service Strategy, Service Delivery, Service Transition, Service Operation and Continual Service Improvement, and the relationship between those Lifecycles.
About the Certification
- The APM Group became the Official Accreditor for ITIL® with effect from 1st January 2007
- ITIL® 4, which is the latest version, was was introduced in Nov 2018
- ITIL® is aligned with various international quality standards including international standard ISO/IEC 20000 (IT Service Management Code of Practice)
- Multinational corporations practicing ITIL® include Microsoft, IBM, Hewlett Packard, Disney, Telefonica, Barclays Bank, HSBC, Standard Chartered Bank, Citibank, British Airways, NASA, UK Ministry of Defense, UK National Health Service and many more…
Training Outlines
- What is ITIL® and IT Service Management?
- The Seven Guiding Principles of ITIL® 4
- The Four Dimensions of Service Management
- Define key terminology & concepts of Service Management
- Service Value Systems
- Continual Improvement
- Relationship among Event, Incident, Problem, Change, Change and Service Desk
- Overview of ITIL Practices
- Understand the ITIL® 4 Certification Scheme
- Group discussion and exercise
- Exam preparation
Training Highlights
- 20 hours of instructor-led professional training
- Course will be delieverd by top-notch instructor – one of the few top ITIL® 4 Expert Certificate holders in Hong Kong, who also have accredied with all modules at Lifecycle Stream and Capacity Stream
- Emphasis will be placed on the understanding of applying the ITIL® principles for:
- Enhancing customer’s satisfaction and meet customer’s needs
- Minimizing risks of I.T. service requirements
- Reducing cost for developing procedures and practices improvement
- Improving communication and information flows between I.T., customers and users
- Assuring staffs are equipped with basic standards and appropriate guidance for a quality approach of I.T. service management and provision
- Achieving greater productivity and better utilization of skills and experience
Examination Highlights
- Closed book with 40 multiple choice questions to be answered in 60 minutes
- Examination will be held on the last day of the training program, which is set by EXIN, one of the licensed Examination Institutes (EI) of the Official Accreditor, APM Group
- The passing mark of the examination is 65% (26/40)
Chartered Requirements
- No credit or certification prerequisite is required to register for ITIL® Foundation Certificate examination while the ITIL® Foundation Certificate is a prerequisite for further qualifications in ITIL®, including ITIL® Expert Certificate and ITIL® Master Certificate
- The ITIL® 4 certification scheme offers a modular approach. On successful completion of the module, candidate will be rewarded with both a certification and a certain number of credits. For example, completion of ITIL® Foundation Certificate will be awarded 2 credits
- There are three levels of qualifications within the ITIL® Qualifications scheme. The required modules and credits needed for each level is provided as follows:
Trainer
Mr. William SL Cheng
- ITIL® 4
- ITIL® 3 Expert
- ISO20000 Certified Consultant
- ISEB Accredit trainer
- Over 30 years of I.T. experience with MNCs in the Asia Pacific including:
- IT Service and Support
- IT BPO
- IT Service Desk Operation
- Data Storage Management
- TIL Consulting and Implementation Experience