ITIL® Training Certification

Broaden Your Success

@ivor ytraining
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Course Overview

In this exciting and dynamic course, you will get an introduction to the lifecycle of

managing IT services to deliver to business expectations. Using an engaging case study,

you'll learn the core disciplines of ITIL best practices. Upon completing this course, you'll

be well positioned to successfully complete the associated ITIL exam required for entry

into the future ITIL intermediate-level training courses.

Course Objectives

This training workshop will help trainees to learn:

• Key concepts of ITIL

• Important principles for improving IT operations

• Vital processes and functions

• Practical guidance for applying ITIL to everyday IT situations

• How to align with business, control costs, and improve IT service quality

• Strategies to balance IT resources.

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 Target Group
• Anyone seeking ITIL Foundation certification and
everyone interested in aligning IT with business,
controlling or reducing IT costs, improving IT
service quality, and balancing IT resources in the
most effective manner.
• IT and MIS Students and all IT professionals, IT
project managers, IT managers, IT project or
team members, coordinators, network operators,
business process analysts, IT architects,
consultants, systems integrators, help desk
managers and staff, planners, managed service
providers, outsourcers, application developers,
and other IT-related positions.

Course Details

o 15 hours (3days / 5hours per day, including breaks)

Certification International Certification

Certificate from IVORY for Training and Consulting .

Certificate issued by Mastery academy / Britain.

Additional fees 250 SAR per certificate

Certificate issued by American University / Dubai

Additional fees 185 $ per certificate

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Course Outlines

Service Management Defined

• IT services and what they really do
• How IT services deliver value to customers
• Value and importance of IT service management
ITIL Introduction
• Good practices
• Ease ITIL adoption
• ITIL qualification scheme, bodies, and certifications
Service Strategy
• Design, develop, and implement service management
• Service management as a strategic asset
• Setting objectives and expectations
• Identify and select prioritization opportunities
Service Design
• Design and develop services
• Develop processes
• Design principles and methods
• Convert strategy into services

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Course Outlines

Service Transition

• Develop and improve capabilities

• Improved methods for transitioning new and changed services

into operation

• Manage the complexity related to changes

• Prevent undesired results while enabling innovation

Service Operation

• Effectively and efficiently deliver support services

• Ensure value to customer and service provider

• Maintain stability while allowing for change

• Organize to improve IT support to customers

Continual Service Improvement

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 Training Methodology

The First Step Identifying Precisely The Training Needs Depending On:

1. The general objective of the training in accordance with the organization vision and values.
2. Checks and questionnaires before carrying out.

The Second step Getting Ready To Implement The Program Through:

1. Harmonizing the training content of the program with specified needs.

2. Assign 70% of the implementation time to the practical part and 30% to theoretical side.
3. Planning the use of modern training techniques according to the training requirements.
4. Determine the time frame of the training program.
5. Identify the training program by sending a clear brief article that sheds the light on the training
program.
6. Review the expectations of the program before the beginning of the program by the coach.

The Third step

The Implementation Of The Training Program:

1. Following up step by step the implementation stages.

2. Making sure that the implementation process is done properly with the use of the appropriate
training methods for the participants.
3. Follow-up the extent of participants' satisfaction.
4. Measuring the gap between pre- and post-training through questionnaires and cognitive skills
tests.

The Fourth Step

Evaluating The Impact Of The Training:

1. Delivering an interactive exercise to the participants to help applying the practical parts.
2. Arranging online meetings through the electronic Ivory hall for two hours to review the
applications directly by the participants and to exchange experiences and recommendations by the
coach.
3. Exercising a practical case study that is similar to the program content.
4. Arranging online meetings through the electronic Ivory hall for two hours to review the situation
and solutions that have been taken by the participants and to exchange experiences and
recommendations by the coach.
5. Provide the participants with a list of the dedicated information references and videos in the same
field of the program.
6. Dedicating a special forum to exchange experiences, knowledge, opinions, advice and inquiries
during the program period as well as after the end of the training program to make sure that
changes in the skills of the trainees happen.

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 Training methodology

Delivering an
interactive exercise
Measuring the gap
Arranging online
Design training 13
1 12 14 meetings to exchange
accordance with the
experiences and
The First Step

organization vision The Fourth Step recommendations by the

coach.

11 Follow-up the extent of

participants' satisfaction
Checks and
questionnaires 2 15 Exercising a practical case
study
The Third Step
Step

10 Making sure that the

implementation process is
done.
Arranging online to
Harmonizing the training 3
content
16 exchange experiences
and recommendations
9 Following up implementation by the coach
The Second Step

stages.

Assign the practical part Provide a list of the

and theoretical side.
4 17 dedicated information
8 Review the expectations references and videos

Planning the use of Dedicating a special

modern training forum to exchange
techniques 5 6 7 Identify the training 18
experiences, knowledge,
opinions, advice and
Determine the time inquiries.
frame of the training
program

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Training methods:

Training Practice Interactive Discussion Theoretical Lectures

Training Games Role-Playing Scientific Cases

The '‘Most Important thing Presentations And

Video Screenings
I have learned” Card Paper Boards

Personal Capacities Test Field Visits Practical Application

For Groups And Individuals

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+966 11 44 55 118
ivorytraining.com
Ivorytraining 9