ITIL Foundation Syllabus 2017!

1. ITIL FOUNDATION CERTIFICATION TRAINING mercurysolutions.co training@mercury.co.in +91 8882 333 777 COURSE CONTENT

2. ABOUT ITIL FOUNDATION • Overview- IT Service Management • Purpose of the ITIL Foundation Certificate • Learning Objectives • Target Audience • Course Content • Benefits • Next steps mercurysolutions.co training@mercury.co.in +91 8882 333 777 mercurysolutions.co training@mercury.co.in +91 8882 333 777

3. IT-SERVICE MANAGEMENT-AN OVERVIEW • It is the entirety of the activities directed by the policies • Refers to structured processes performed by the organization: • Plan, Design, Deliver, Operate and Control IT Services offered • Focused towards: • Meeting customer needs • Adopting process for management • Concern about IT services for the customers • Continual Improvement mercurysolutions.co training@mercury.co.in +91 8882 333 777 mercurysolutions.co training@mercury.co.in +91 8882 333 777

4. PURPOSE OFITIL FOUNDATION The ITIL Foundation Certificate in IT Service Management certificate ensures that • The candidate has gained knowledge regarding ITIL terminology, structure, and the basic concepts. • It witnesses that the candidate has a comprehensive knowledge of the core principles of ITIL practices for service management. mercurysolutions.co training@mercury.co.in +91 8882 333 777 mercurysolutions.co training@mercury.co.in +91 8882 333 777

5. LEARNINGOBJECTIVES The learning objective of the certification comprehends about • Service management as a practice • The ITIL service lifecycle • Generic concepts and definitions • Key principles and models • Selected processes, functions, and roles • Technology and architecture • Competence and training mercurysolutions.co training@mercury.co.in +91 8882 333 777 mercurysolutions.co training@mercury.co.in +91 8882 333 777

6. TARGETAUDIENCE It’s for the Enthusiastic & Competent Candidates who are/want to: • Keen about understanding ITIL framework • Implement the learnings to enhance IT service quality and its management • Work with the organization that has adapted ITIL • Concerned to contribute for the ongoing service program mercurysolutions.co training@mercury.co.in +91 8882 333 777 mercurysolutions.co training@mercury.co.in +91 8882 333 777

7. COURSECONTENT The course covers about 10 Units. Have a glimpse of it. • Unit 1: Service Management as a practice: It defines the concept of a service and explains the concept of service management as a practice. • Unit 2: The ITIL Service Lifecycle: It defines the value of the ITIL Service Lifecycle, explains the objectives, scope, business value, and integration of the processes. • Unit 3: Generic concepts and definitions: It defines & explains key terminology and concepts of service management. mercurysolutions.co training@mercury.co.in +91 8882 333 777 mercurysolutions.co training@mercury.co.in +91 8882 333 777

8. Continued…….. • Unit 4: Key principles and models: It explains the key principles and models of service management and is balance against odd forces. • Unit 5: Processes: It explains the purpose, objectives, scope, concepts, activities, and how the service management processes contribute to the ITIL service lifecycle. • Unit 6: Functions: It explain the role, objectives and organizational structures of the service desk function and more. mercurysolutions.co training@mercury.co.in +91 8882 333 777 mercurysolutions.co training@mercury.co.in +91 8882 333 777

9. Continued…….. • Unit 7: Roles It provides insights into the responsibilities of key roles in service management. • Unit 8: Technology and architecture: It explains the assistance of service automation with the expediting service management processes • Unit 9: Competence and Training • Unit 10: Mock Exam mercurysolutions.co training@mercury.co.in +91 8882 333 777 mercurysolutions.co training@mercury.co.in +91 8882 333 777

10. EXAMPATTERN • Exam Duration : 60 Minutes • Questions : 40 MCQs (Respective Language) • Training Mode: Classroom/Online-Live Training • Training Duration: 2 Days mercurysolutions.co training@mercury.co.in +91 8882 333 777 mercurysolutions.co training@mercury.co.in +91 8882 333 777

11. BENEFITS OF ITIL FOUNDATION Enhanced Business productivity • Quick decision-making • Continuous monitoring • Reduced time Enhancement in Supportive IT Services • Increased revenue generation • Customer satisfaction • Market new services/products effectively mercurysolutions.co training@mercury.co.in +91 8882 333 777 mercurysolutions.co training@mercury.co.in +91 8882 333 777

12. BENEFITS OFITIL FONDATION Advanced Career Profile • Recognition • Able to fill the skill gaps • Practical exposure • Knowledge of global standard practices • Higher Salary mercurysolutions.co training@mercury.co.in +91 8882 333 777 mercurysolutions.co training@mercury.co.in +91 8882 333 777

13. NEXTSTEP….. • Join the Course with the Authorized Partners • To know more visit: http://www.mercurysolutions.co/exin/itil-foundation-bootcamp-training-certification • Get in touch with: Mercury Solutions Limited 464, Phase V, Udyog Vihar, Gurgaon DELHI - NCR 122016 INDIA mercurysolutions.co training@mercury.co.in +91 8882 333 777 mercurysolutions.co training@mercury.co.in +91 8882 333 777

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