
CONFIRMED
SCHEDULES
Feb 9, 2019 | 9:00 am | 18:00 pm |
Feb 16, 2019 | 9:00 am | 18:00 pm |
Feb 23, 2019 | 9:00 am | 18:00 pm |
ITIL
FOUNDATION CERTIFICATE IN ITSM - ITIL
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