ITIL Foundation

Course Information

Description

• Course Overview
• What is ITIL
• History of ITIL
• Why is ITIL so successful?
• Examination structure and qualifications

Service Management as a practice

• IT Service Management
• Concept of Good practice and Best practice
• Concepts of Service and Service Value
• Functions, Roles and Processes
• Value creation through services
• Process Model and characteristics
• IT Service provider models and IT Governance
• Introduction to Service life cycles

Service Strategy

• Service Strategy objective
• Utility and Warranty
• Service Strategy objective
• Introduction to Service Strategy Processes
• Strategy Management for IT services
• Service Portfolio Management
• Financial Management for IT services
• Demand Management
• Business Relationship Management

Service Design

• Introduction to Service design lifecycle
• Introduction to Service Design Processes
• Design Coordination
• service Catalog Management
• Service Level Management
• Availability Management
• Capacity Management
• IT Service Continuity Management
• Information Security Management
• Supplier Management

Service Transition

• Introduction to Service Transition lifecycle
• Transition Planning and Support (Introduction)
• Service Asset and Configuration Management
• Release and Deployment Management
• Service Validation and Testing
• Change Evaluation
• Knowledge Management

Service Operation

• Introduction to Service Operation life cycle
• Introduction to Service Operation processes and functions
• Event Management
• Incident Management
• Request Fulfillment
• Problem Management
• Service Desk
• Technical Management
• IT Operations Management
• Application Management

Continual Service Improvement

• Introduction to Continual Service Improvement
• CSI Objective
• CSI Model and Goals
• PDCA
• 7 step improvement process
• Service Measurement
• Service Reporting