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ITIL Training

ITIL Foundation Training

from 2,000.00

ITIL® is a registered trade mark of AXELOS Limited, reproduced under licence from AXELOS Limited.  All rights reserved

COURSE DURATION

·      3 Days in classroom or virtual

COURSE DESCRIPTION

This course provides an overview of the service lifecycle and all of its related activities. This course helps an organization turn the principles of IT service management into a strategic asset.

This course will help attendees gain competency and skills in the following areas:

·      Service management as a practice (comprehension)

·      The ITIL service lifecycle (comprehension)

·      Generic concepts and definitions (awareness)

·      Key principles and models (comprehension)

·      Selected processes (awareness)

·      Selected functions (awareness)

·      Selected roles (awareness)

·      Technology and architecture (awareness)

·      Competence and training (awareness)


WHAT YOU GET

           Expert Instructor lead training

           iPad Air

           Electronic copy of the course material 

           Study guide to assist with exam preparation

           2 official sample exams to prepare for the test

           Examination fees included*

           Pass or its on us commitment

 

COURSE OUTLINE

1.     Introduction to service management

1.1.  What is ITIL

1.2.  Why is ITIL successful

1.3.  Why ITIL

1.4.  Services

1.5.  How services create value

1.6.  Internal and external customers

1.7.  Utility and warranty

1.8.  Types of services

1.9.  Service provider types

1.9.1.     Internal

1.9.2.     Shared

1.9.3.     External

1.10.               Service management

1.11.               Stakeholder management

1.12.               Processes

1.13.               Process models

1.14.               Functions

2.     Service strategy

2.1.  Purpose of service strategy

2.2.  Objectives of service strategy

2.3.  Scope of service strategy

2.4.  Value of service strategy to the business

2.5.  Service Strategy processes

2.5.1.     Service portfolio management

2.5.2.     Business relationship management

2.5.3.     Financial management

2.6.  Risk management

3.     Service design

3.1.  Purpose of service design

3.2.  Objectives of service design

3.3.  Scope of service design

3.4.  Value of service design to the business

3.5.  Service design package

3.6.  Principles

3.6.1.     4 P’s of service design

3.6.2.     5 major aspects of service design

3.7.  Service design processes

3.7.1.     Design coordination

3.7.2.     Service level management

3.7.2.1.         Service level agreements

3.7.2.2.         Operational level agreements

3.7.3.     Service catalog management

3.7.4.     Supplier management

3.7.4.1.         Underpinning contracts

3.7.5.     Availability management

3.7.6.     Capacity management

3.7.7.     IT service continuity management

3.7.8.     Security management

4.     Service transition

4.1.  Purpose of service transition

4.2.  Objectives of service transition

4.3.  Scope of service transition

4.4.  Value of service transition to the business

4.5.  Service transition processes

4.5.1.     Transition planning and support

4.5.2.     Change management

4.5.2.1.         Types of changes

4.5.2.2.         Change advisory board

4.5.3.     Service asset and configuration management

4.5.3.1.         Configuration management system

4.5.3.2.         Definitive media library

4.5.4.     Release and deployment management

4.5.5.     Knowledge management

4.5.5.1.         DIKW model

4.5.5.2.         Service Knowledge Management System

5.     Service operation

5.1.  Purpose of service operation

5.2.  Objectives of service operation

5.3.  Scope of service operation

5.4.  Value of service operation to the business

5.5.  Service operation processes

5.5.1.     Event management

5.5.1.1.         Types of events

5.5.2.     Incident management

5.5.2.1.         Major incident

5.5.2.2.         Prioritization

5.5.2.3.         Process

5.5.3.     Problem management

5.5.3.1.         Process

5.5.3.2.         Key terms

5.5.4.     Request fulfillment

5.5.5.     Access management

5.6.  Functions

5.6.1.     Service desk

5.6.1.1.         Service desk types

5.6.2.     Technical management

5.6.3.     IT operations management

5.6.4.     Application management

6.     Continual service improvement

6.1.  Purpose of continual service improvement

6.2.  Objectives of continual service improvement

6.3.  Scope of continual service improvement

6.4.  Value of continual service improvement to the business

6.5.  Principles

6.5.1.     Deming cycle

6.5.2.     CSI Approach

6.6.  Continual service improvement process

6.6.1.     7 step improvement process

WHO SHOULD ATTEND

·      Chief Information Officers (CIOs)

·      Chief Technology Officers (CTOs)

·      Managers within IT

·      Supervisory staff

·      Team leaders

·      Service design engineers

·      IT architects

·      IT planners

·      IT audit managers

·      Auditors

·      Project managers

·      Project team members

·      IT security managers

·      ITSM trainers involved with the ongoing management, co-ordination and integration of strategic activities

·      Individuals who require a basic understanding of the ITIL framework and how it may be used to enhance the quality of IT service management

·      IT professionals that are working within an organization that has adopted or adapted ITIL

·      Internal or external consultants

·      Individuals seeking to gain the ITIL Expert certification

PREREQUSITES

·      A basic understand of IT and approximately 2 years of relevant IT experience

 

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