OBJECTIVES
After completing this course students should be able to
Define ITIL terminology structure and basic concepts including
ITIL Service Strategy
ITIL Service Design
ITIL Service Transition
ITIL Service Operation
ITIL Continual Service Improvement
Explain the core principles of ITIL practices for Service Management
SM258V1 IT Infrastructure Library ITIL Foundations V3
DURATION 3 Days
PURPOSE
Certification exam is included in the course price.
AUDIENCE
Individuals working in IT Service Management.
STUDENT PREREQUISITES
None
Learn the basics of ITIL the IT Infrastructure Library and discover the importance of a systematic approach to management. ITIL contains a comprehensive description of the processes involved in managing IT infrastructures. Build your awareness of the best practice approach to IT service support and service delivery. Learn the importance of an IT infrastructure and IT service for an organization a processlike approach to business organization the ITIL management framework and basic terms and concepts of the work processes used to manage an IT infrastructure.This course has been updated from the previous version to include new content in accordance with the latest ITIL Foundation Syllabus Version 4.2.
Describe the ITIL management framework
Successfully complete the ITIL Foundations Practice Certification Examination in preparation for the ITIL Foundations Certification Examination
CONTENT
Unit 1 ITIL Overview
Lesson 1 History of ITIL
Lesson 2 Services
Lesson 3 Process and Service Owners
Lesson 4 Processes
Lesson 5 Functions
Lesson 6 Roles
Lesson 7 Risk
Lesson 8 Unit Scenario
Unit 2 Service Strategy
Lesson 1 Service Strategy Overview
Lesson 2 Service Providers
Lesson 3 The Process of Strategy Generation
Lesson 4 The Process of Service Portfolio Management
Lesson 5 The Process of Financial Management
Lesson 6 The Process of Demand Management
Lesson 7 Unit Scenario
Unit 3 Service Design
Lesson 1 Service Design Overview
Lesson 2 Process of Service Catalog Management
Lesson 3 Service Level Management
Lesson 4 Process of Capacity Management
Lesson 5 Process of Availability Management
Lesson 6 Process of IT Service Continuity Management
Lesson 7 Process of Information Security Management
Lesson 8 Process of Supplier Management
Lesson 9 Service Design Roles
Lesson 10 Unit Scenario
Unit 4 Service Transition
Lesson 1 Service Transition Overview
Lesson 2 Process of Transition Planning and Support
Lesson 3 Process of Change Management
Lesson 4 Process of Service Asset and Configuration Management
Lesson 5 Process of Release and Deployment Management
Lesson 6 Process of Service Validation and Testing
Lesson 7 Process of Evaluation
Lesson 8 Process of Knowledge Management
Lesson 9 Unit Scenario
Unit 5 Service Operation
Lesson 1 Service Operation Overview
Lesson 2 Process of Event Management
Lesson 3 Incident Management
Lesson 4 Process of Request Fulfillment
Lesson 5 Process of Problem Management
Lesson 6 Process of Access Management
Lesson 7 The Service Desk Function
Lesson 8 Technical Management Applications Management and Operations Management Functions
Lesson 9 Unit Scenario
Unit 6 Continual Service Improvement
Lesson 1 Continual Service Improvement Overview
Lesson 2 The 7Step Improvement Process
Lesson 3 Process of Service Reporting
Lesson 4 Process of Service Measurement
Lesson 5 Process of Creating a Return on Investment
Lesson 6 Continual Service Improvement Roles
Lesson 7 Unit Scenario