Overview
This
three-day live Instructor-led course provides you with an intense and focused
exploration of the new and updated topics in ITIL . The course is intended for
those who work within IT or wish to explore IT service management frameworks
and how they may be used to enhance overall service quality and service
provision.
Course Objectives
- Identify the purpose and foundation of
ITIL
- Identify the best practices documented
in ITIL .
- Identify the implications of
implementing one or more ITIL best practices.
- Identify the concepts underlying ITSM.
- Define the roles, processes, and
components within key areas of IT Service Management.
- Define Service Strategy, Service Design,
Service Operations, Service Transition, Continual Service Improvement
concepts.
- Increase participant s capacity to pass
the ITIL Foundation Certification exam.
Audience Profile
- Candidates from organizations wishing to
better understand the ITIL framework, and how benefits of implementing
such a framework can accrue.
- Candidates looking to achieve credit
towards the coveted ITIL Expert designation.
Certification
Exam
Voucher Included.
Introduction
- Business / Organizational Objectives
- Lifecycle General Concepts
- Functions, Processes & Roles
- Governance
- What is ITIL ?
- Key Roles Owner vs. Manager
Service Strategy
Processes
- Financial Management
- Demand Management
- Service Portfolio Management
- Design Coordination
Service Design
Processes
- Design Coordination
- Service Level Management
- Supplier Management
- Service Catalog Management
- Availability Management
- Capacity Management
- IT Service Continuity Management
- Information Security Management
Service Transition
Processes
- Transition Planning & Support
- Service Asset & Configuration
- Change Management
- Release & Deployment
- Knowledge Management
Service Operation
Processes
- Event Management
- Incident Management
- Request Fulfillment Management
- Problem Management
- Access Management
Service Operation
Functions
- Service Desk
- Technical Management
- IT Operations Management
- Application Management
Continual Service
Management (CSI)
- Measurement and Improvement
- Deming Model
- CSI Approach
- The 7-step Improvement Process