Admission Now
- Skill Level: Beginners
- Duration: 4 Months
- Class Per Week: 2 Day
- Total Class: 32
- Certificate: Yes
- Provide Class Video
- Language: Bangla & English
Overview:
What You’ll Learn
- Core ITIL v4 framework & guiding principles
- Service Value System (SVS) & 4 Dimensions Model
- IT service management best practices (Incident, Problem, Change, Release)
- Key metrics, continual improvement, and service value chain
- IT professionals, service desk analysts, system administrators
- IT managers, project managers, process owners
- Anyone involved in IT service delivery or transitioning to ITSM roles
- Industry-standard IT service management certification
- Improves service quality, efficiency, and alignment with business goals
- Enhances career growth & global recognition
- Practical framework for real-world IT operations
Module 1: Key Concepts of Service Management
Service, Utility, Warranty
Customer, User, Sponsor, Organization
Value, Outcomes, Costs, Risks
Service Offerings & Service Relationship Management
Module 2: The Four Dimensions of Service Management
Organizations and People
Information and Technology
Partners and Suppliers
Value Streams and Processes
Module 3: The ITIL Guiding Principles
Focus on Value
Start Where You Are
Progress Iteratively with Feedback
Collaborate and Promote Visibility
Think and Work Holistically
Keep It Simple and Practical
Optimize and Automate
Module 4: The Service Value System (SVS)
Purpose and Components of the SVS
Opportunity, Demand, and Value
Governance and Continual Improvement
Module 5: The Service Value Chain (SVC)
Plan
Improve
Engage
Design and Transition
Obtain/Build
Deliver and Support
Module 6: ITIL Management Practices
General Management Practices:
Continual Improvement (including improvement model)
Information Security Management
Relationship Management
Supplier Management
Service Management Practices:
Change Enablement
Incident Management
Problem Management
Service Request Management
Service Desk
Service Level Management
Technical Management Practices:
Deployment Management
Release Management
Monitoring and Event Management
Service Configuration Management
IT Asset Management
Exam Preparation (Included in Course)
Mock exams and practice tests
Exam tips and question walkthroughs
Official ITIL 4 Foundation sample papers
Course Delivery Format (Online)
Self-paced video lectures (12–16 hours)
Downloadable e-book and study guides
Knowledge checks after each module
24/7 access to learning platform
Certification Exam Details
| Component | Specification |
|---|---|
| Exam Format | 40 multiple-choice questions |
| Duration | 60 minutes |
| Passing Score | 65% (26 correct answers) |
| Exam Type | Closed book, proctored online |
Trainer: MD. Rowson Al Mamun (MCT, MCSA, MCP)
Duration: 3 Months (Approx. 30 Classes)