ITIL Foundation
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ITIL V3 Edition 2011 Foundation Course

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Academy of Management & Science (AMS)
House # 89/E, Road # 13/C, Block # E, Banani, Dhaka 1213, Bangladesh
Telephone: +880 (2) 9891190, +880 (2) 8836875, Cell No: (88) 01680878839, (88) 01193070284

Resource Person

Subha Nandi is a renowned IT Infrstarurure, IT Governance & Complaince consultant having major certifications as ITIL Expert (V3) , COBIT, PRINCE2, ITIL Service Manager, MCP (Microsoft Certified Professional),BS7799/ISO 27001 Certified Lead Auditor, Cambridge Certified Security Professional, Certified Novell Engineer (CNE) on Novell NetWare 3.x, 4.x and 5.x,

He is an ITIL Expert (v3.0); worked as an Account Manager cum Senior Consultant in Major Banks in the African continent. Previously associated with E bookers Plc. (Technovate e Solutions Pvt. Ltd.) as Project Manager, Data Centre (Reporting to CIO). Insightful knowledge in systems / server management (Microsoft, AS400, etc.), Data Centre Design and Implementation, Planning IT security, maintenance of hardware, User account administration and setting up of Privileges, etc. Vendor Management for majors including Microsoft, HP, Dell, IBM. Hands on experience in end user trainings.

An effective communicator with strong team management, analytical and problem-solving skills. Comfort in interacting and working with people from cross-cultural and multi-lingual backgrounds. Gap assessments and Process improvements as per ISO 20000, aligned towards ITIL framework. Conducted over 1000+ hours of IT Service Management and Information Security trainings for Internal as well as External parties. He is an expert in ITIL Consultancy & Infrastructure Management.

Currently working as Principal Consultant for Process Consulting. Previously Worked with Tech Mahindra Limited as a Project Manager. Also worked as Manager Infrastructure and Technical analyst in various company like technovate e Solutions, Fidelity Technology India Pvt. Ltd. He has been invited by NASSCOM (National Association of Software and Service Companies) to Present on ISO 20000 implementation at Tech Mahindra, Kolkata in the 18th Eastern Regional Quality Meet.

Workshop Details

Academy of Management & Science (AMS)
House # 89/E, Road # 13/C, Block # E, Banani, Dhaka-1213, Bangladesh
Telephone: +880-2-9891190
+880 (2) 8836875
Cell No: 01193070284 , 01680878839

Who Can Attend

Individuals who require a basic understanding of the ITIL framework and how it may be used to enhance the quality of IT service management within an organization. IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement program. This may include but is not limited to, IT professionals, business managers and business process owners. Any person who has been the IT/non IT service industry for a minimum of 2 years.




PowerPoint Presentation, Interactive Lecture, Case Study, Classroom exercise, Question and Answer session.


ITIL V3 Edition 2011 Foundation Course

Course Code:



This course is designed for anyone working in IT that wants to gain knowledge in IT Service Management best practice. ITIL (Information Technology Infrastructure Library) Service Management training based on version-3 teaches essentials of ITIL and helps you to understand how your organization can benefit significantly by applying the ITIL principles to your work environment.It describes the key concepts, processes, functions and roles of the ITIL service life cycle. This results in good awareness and comprehension of the main aspects of ITIL providing solid framework of IT and alignment of IT with Business.


There are no special prerequisites listed for this course.


3 Days / 24 Hours

Course Objectives:

Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this certification.

  • Understand ITIL and what it can do for Service Management.
  • Understand how to implement ITIL, maximize your benefits while minimising your risks and costs.
  • Understand leadership's role in the successful application of ITIL.
  • Service Management as a practice (Comprehension)
  • Service Lifecycle (Comprehension)
  • Key Principles and Models (Comprehension)
  • Generic Concepts (Awareness)
  • Selected Processes (Awareness)
  • Selected Roles (Awareness)
  • Selected Functions (Awareness)
  • Technology and Architecture (Awareness)
  • ITIL Qualification scheme (Awareness).

Course Fee:

Course fee will differ based on the trainer selection.

Course Details:

Introduction for ITIL Version 11

  • The Four Perspectives (Attributes) of ITSM
  • Benefits of ITSM Business and IT Alignment
  • What is ITIL®?

Common Terminology

  • What are Services?
  • Processes & Functions
  • Defining Processes
  • Defining Functions
  • Connecting Processes and Functions

The Service Life cycle

  • Mapping the Concepts of ITIL® to the Service Lifecycle
  • How does the Service Lifecycle work?

Service Strategy

  • Objectives
  • Major Concepts
  • Creating Service Value
  • Service Packages and Service Level Packages

Service Strategy Processes

  • Service Portfolio Management
  • Financial Management
  • Demand Management

Service Strategy Summary

  • Interfaces with the Service Design Phase
  • Interfaces with the Service Transition Phase
  • Interfaces with the Service Operation Phase
  • Interfaces with the Continual Service Improvement Phase

Service Strategy Service Scenario

  • Overall Service Strategy
  • Service Portfolio Management Considerations
  • Financial Management Considerations
  • Demand Management Considerations

Service Design

  • Objectives
  • Major Concepts
  • Five Major Aspects of Service Design

Service Design Packages

  • Service Design Processes
  • Service Level Management
  • Supplier Management
  • Service Catalogue Management
  • Capacity Management
  • Availability Management
  • IT Service Continuity Management
  • Information Security Management

Service Design Summary

  • Service Level Management Considerations
  • Capacity Management Considerations
  • Availability Management Considerations
  • Information Security Management Considerations
  • Service Catalogue Management Considerations
  • ITSCM Considerations
  • Supplier Management Considerations

Service Transition

  • Knowledge Management
  • Service Asset and Configuration Management
  • Change Management
  • Release and Deployment Management
  • Service Validation and Testing

Service Transition Summary

  • Service Transition Scenario
  • Knowledge Management Considerations
  • Service Asset and Configuration Management Considerations
  • Change Management Considerations
  • Release and Deployment Management Considerations

Service Operation

  • Objectives
  • Major Concepts
  • Service Operation Functions
  • The Service Desk
  • Technical Management
  • IT Operations Management
  • Application Management

Service Operation Processes

  • Event Management
  • Incident Management
  • Problem Management
  • Request Fulfillment
  • Access Management

Service Operation Summary

  • Service Operation Scenario
  • Functions
  • Processes

Continual Service Improvement

  • Objectives
  • Major Concepts
  • Continual Service Improvement Processes
  • Service Level Management
  • Service Measurement and Reporting
  • CSI (7 Step) Improvement Process
  • Continual Service Improvement Summary
  • Continual Service Improvement Scenario
  • Service Level Management
  • Service Measurement and Reporting
  • CSI Process

Training Calendar

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AMS Campus Facilities

  • Two Air conditioned seminar halls with projector & audio system [Maximum Capacity up to 50 persons] including video recording capacity.
  • Two different PC Labs (Air conditioned)
  • Centralized server
  • Internet / WIFI facilities
  • Practice facilities in LABS
  • Online Exam Centre
  • Cafeteria & Own cook facility
  • Large lobby with natural surroundings
  • Huge Parking Space
  • Waiting Lounge
  • Distance education facilities
  • Printer, Scanner etc logistics facilities
  • Special Guest Room
  • Registration Booth Arrangement Space
  • 3 Star Accommodation arrangements for foreign guests on demand in walking distance from the center.
    ………and many more

Contact AMS

Academy of Management & Science (AMS)
House #450, Road # 31, New DOHS,Mohakhali, Dhaka-1206, Bangladesh
Cell No: (88) 01616004108
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Academy Location