CLASSROOM
TENTATIVE

SCHEDULES


Dec 20, 2017 9:00 am 18:00 pm
Dec 21, 2017 9:00 am 18:00 pm
Dec 22, 2017 9:00 am 18:00 pm
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ITIL

FOUNDATION CERTIFICATE IN ITSM - ITIL

DESCRIPTION
In this exciting and dynamic course, you will get an introduction to the lifecycle of managing IT services in delivering business expectations. Using an engaging case study, you will learn the core disciplines of ITIL best practices.
COURSE CONTENT

MODULE I : INTRODUCTION

  • The Four Perspectives of ITSM
  • Benefits of ITSM
  • Business and It Alignment
  • What Is ITIL?

MODULE II : COMMON TERMINOLOGY

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

 

 MODULE III : THE SERVICE LIFECYCLE

  • Mapping the Concepts of ITIL To The Service Lifecycle
  • How Does The Service Lifecycle Work?

MODULE IV : SERVICE STRATEGY

  • Objectives of Service Strategy
  • Major Concepts
  • Creating Service Value
  • Service Packages and Service Level Packages
  • Service Strategy Processes

- Strategy Management for IT Services

- Service Portfolio Management

- Financial Management for IT Services

- Demand Management

- Business Relationship Management

 

MODULE V : SERVICE DESIGN

  • Objectives
  • Major Concepts
  • Service Design Processes

- Design Coordination

- Service Catalogue Management

- Service Level Management

- Availability Management

- Capacity Management

- IT Service Continuity Management

- Information Security Management

- Supplier Management

  • Service Design Scenario
  • Service Design Review Questions

MODULE VI : SERVICE TRANSITION

  • Objectives
  • Service Transition Processes

- Transition Planning and Support

- Change Management

- Service Asset and Configuration Management

- Release and Deployment Management

- Service Validation and Testing

- Change Evaluation

- Knowledge Management

  • Service Transition Scenario
  • Service Transition Review Questions

 

MODULE VII: SERVICE OPERATION

  • Objective
  • 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 Fulfilment

- Access Management

  • Service Operation Scenario
  • Service Operation Review Questions

 

MODULE VIII: CONTINUAL SERVICE IMPROVEMENT

  • Objectives
  • Major Concepts

- Continual Service Improvement Approach

- CSI Register

- The Deming Cycle

- Service Measurement and Reporting

  • Continual Service Improvement Process

- Seven-Step Improvement Process

  • Continual Service Improvement Scenario
  • Continual Service Improvement Review
  • Questions

MODULE IX : ITIL FOUNDATION EXAM TIPS

  • ITIL Certification Pathways