About ITIL^®(Information Technology Infrastructure Library):

• ITIL^® is the only consistent and comprehensive documentation of best practice for IT Service Management.

• The ethos behind the development of ITIL^® is the recognition that organisations are becoming increasingly dependent on IT in order to satisfy their corporate aims and meet their business needs.

• It is a worldwide used & accepted approach to IT Service Management

• ITIL^® is supported by the globally recognized professional certification from ISEB and EXIN

• ITIL^® framework has been foundation for ISO/IEC 20000 certification - the world's first international standard for IT Service Management

• ITIL^® framework has been adopted by leading global organizations including Procter and Gamble, IBM, American Express, Shell, HSBC, Microsoft, Xansa, Wipro, Infosys and many others.

About Trainer

Vinod Kumar Agrasala is the Head of Professional Services at GLOPORE IMS. He has over 11 years of IT experience with global IT Service organizations like IBM Global Services, Wipro Technologies, QAI and Microland. Moving from a strong IT operations and management background to professional services - ITIL^®, BS 15000, ISO/IEC 20000, Information Security, IT operational and process improvement.

Vinod is one of the first few ITIL^® Service Manager certified professionals in India. He has delivered various ITSM related consultancy and trainings to global organizations in the US, Middle East, India, Singapore and Japan.

Being one of the few ISEB accredited ITIL^® trainers in India, Vinod has provided training for more than 500 IT professionals in ITIL^® foundations and more than 40 professionals in ITIL^® Service manager level in India and abroad.

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Information Technology is today recognized as a critical enabler and key differentiator for business success. In every organization CEO/CTO/CFO’s and senior management are concerned about optimizing their IT investments and improving the effectiveness and efficiency of IT resources to support business requirements.

Organisations across the world have realised that implementation of ITIL^® facilitates high quality delivery of IT Services, while minimizing investment and maximizing ROI and customer satisfaction..

This 3-day ITIL^® Foundation certification workshop for IT Professionals helps to understand the best processes in IT service Management practiced by the successful companies in the world.

At the end of the training a certification exam is included in the course.

Today, more than 1,00,000 IT professionals are ITIL^® certified and more than 12,000 IT Professionals are appearing for ITIL^® exams every year.

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After this workshop, Participants will be able to:

• Understand the need for IT service Management.

• Understand ITIL^®'s 10 key IT service management processes and 1 function i.e. Service Desk

• Understand the relationship between the various Service support and Service delivery processes, concepts, impacts, techniques, their benefits and challenges in implementation

• Understand the major deliverable, roles, tasks and responsibilities expected from service suppliers, clients, managers and staff.

• Understand the changing trends and adapt quickly to new requirements and market developments. Use IT to get a competitive edge.

• Prepare for ITIL^® foundation certification

• Appear for ITIL^® Foundation Certification exam in IT Service Management

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• Overview of ITSM in context of an organization

• Overview – ITSM, ITIL^® and ISO20000

• ITSM Roadmap for organizations

• Overview of ITIL^® – Service Support & Service delivery

• Overview of ITIL^® modules:

• ITIL^® - Service support:

• Configuration management

• Service desk

• Incident management

• Problem management

• Change management

• Release management

• ITIL^® - Service Delivery:

• Service level management

• Availability management

• Capacity management

• IT Service continuity management

• Financial management

• Review of Sample questions

• Preparation for the exam

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GLOPORE IMS Trainings:

• ITIL^® Foundation Certification Workshop

• ITSM/ITIL^® Overview Workshop

• ISO/IEC 20000 Overview Workshop

• ITIL^® Process Workshop

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Duration : 1 hour

Format : Objective type questions exam, at a prometric center.

Total questions : 40 nos.

Passing criteria : 26 correct answers

Note: - No negative marking - Exam is conducted on the 3rd (last) day of the workshop

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GLOPORE IMS will provide the ITIL^® Foundation courseware for the participants. This courseware covers every aspect of ITIL^®foundation course in a comprehensive manner.

GLOPORE IMS provides a sample exam question papers and mock exams are conducted to the participants to maintain maximum passing rate in every batch. The preparation covers the entire ITIL^® foundation curriculum in a comprehensive manner. This is followed by discussions on the answers and the rationale document for each answer is shared with each participant.

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• CIOs, CTOs, Business and Operations Heads, who would like to get the best efficiency and value out of their IT resources

• Application, Project and Business Managers involved in IT

• System and Network Administrators

• Control, Compliance and Audit Managers

• Support and Relationship staff

• Professionals who aspire to attain the 'Foundation Certificate in IT Service Management'

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