ITIL® 2011 Foundation with Case Study

מק"ט: #6537 | משך קורס: 24 שעות אק'
| מספר מפגשים: 3

The ITIL® Foundation course is the entry level course for certification in IT Service Management (ITSM). This course covers the latest version (2011) of ITIL® . It is presented from the perspective of managing IT Services through their lifecycle from conception through implementation and finally retirement using the five core AXELOS publications: Service Strategy (SS), Service Design (SD), Service Transition (ST), Service Operations (SO) and Continual Service Improvement (CSI). It promotes alignment with the business as well as the improvement of operational efficiency

 

הקורס פעיל לקבוצות מטעם ארגונים בלבד, ניתן לשלוח פנייה רק אם מדובר בקבוצה
*שדות חובה
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מבוא

This course is delivered in a classroom setting using a case study and exercises that are designed to enhance the candidates understanding of ITIL® . Students who have attended this course, and have done some self study, are suitably prepared to take the associated ITIL® Foundation test. The ITIL® Foundation certificate is a requirement for attending any of the ITIL® intermediate level courses available in this track.

The ITIL® Foundation certificate in IT Service Management certifies that the candidate has gained knowledge of the ITIL® terminology, structure and basic concepts and has comprehended the core principles of ITIL® practices for IT Service Management. The ITIL® Foundation certificate in IT Service Management is not intended to enable the holders of the certificate to apply the ITIL® practices for service management without further guidance.

מטרות

  • Comprehend the principles and concepts of IT Service Management as a practice.
  • Comprehend the ITIL® Service Lifecycle and its purpose.
  • Be aware of the generic concepts and definitions used in ITIL®
  • Comprehend the key principles and models
  • Be aware of the processes and their role within the lifecycle concept
  • Be aware of the main functions within an IT organization
  • Be aware of the roles as defined within ITIL®
  • Be aware of the importance of technology and architecture to IT Service Management
  • Be aware of the need for training and the development of competences.
  • Understand the best practices of implementing ITIL® within an organization.
  • Be prepared to take the ITIL® Foundation Certification exam 

קהל יעד

  • IT Professionals
  • IT Support Staff
  • Application, Project
  • Business Managers
  • Any member of an IT team involved in the delivery of IT Services.

תנאי קדם

  • Basic knowledge of Service Management concepts will be helpful.

נושאים

1 - INTRODUCTION

  • Introduction/Housekeeping
  • Introduction to key ITIL concepts
  • IT as a Service
  • Introduction to processes and process management
  • The Service Lifecycle approach
     

2 - SERVICE STRATEGY

  • Purpose, goal, objectives & Scope
  • Value Creation through Services
  • Assets – Resources and Capabilities
  • Service Strategy – Main activities
  • Service Strategy processes
  • Service Portfolio management
  • Demand management
  • Financial management
     

3 - SERVICE DESIGN

  • Purpose, goal, objectives & Scope
  • Service Design processes
  • The 4 P’s
  • Service Design aspects
  • Service Catalog Management
  • Service Level Management
  • Capacity Management
  • Availability Management
  • IT Service Continuity Management
  • Service Portfolio
  • Information Security Management
  • Supplier management


 

4 - SERVICE TRANSITION

  • Purpose, goal, objectives & Scope
  • Service Transition value to the business
  • Technology and architecture in Service Transition
  • Service Transition Processes
  • Change Management
  • The 7 R’s of Change Management
  • Service Asset and Configuration Management
  • Release and Deployment Management
  • Knowledge Management
     

5 - SERVICE OPERATION

  • Purpose, goal, objectives & scope
  • Service Operation definitions
  • The Service Desk
  • Technical Management
  • Application Management
  • IT Operations Management
  • Service Operations Processes
  • Event Management
  • Request Fulfillment
  • Problem Management
  • Access Management
     

6 - CONTINUAL SERVICE IMPROVEMENT

  • Purpose, goal, objectives & scope
  • Models and Processes
  • The Deming Cycle
  • Measurement and metrics
  • Continual Service Improvement activities
  • Risk management
  • Continual Service Improvement interfaces
  • Interface with Service Level Management
     

7 - EXAM PREPARATION

  • Sample Exams
  • Feedback
  • Recap
תגיות