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    Course Outline ITIL

    Why should you attend this course?

    The aim of this course is to help you understand ITIL terminology, structure and basic concepts. You will be able to gain insight in the core principles of ITIL best practices. The Foundation course is however not intended to enable application of the ITIL® practices for Service Management without further guidance.

    At the end of this course, you will have gained knowledge and understanding in the following areas of ITIL practices:

    • ITIL and ITIL Qualification scheme
    • Key Principles and Models
    • Processes, Roles and Functions
    • Service Management and Lifecycle
    • Continual Service Improvement
    Course Outline
    1. Introduction to ITIL
    • What is ITIL?
    • Bit of a history
    • Learning Objectives
    • ITIL Qualification Scheme
    2. Service Management
    • What is Service?
    • Value creation thru service
    • Key Concepts and Components
    • Service Automation
    • Process, Function and Role
    • Service Lifecycle
    • Measurements
    3. Service Strategy
    • Purpose and Objectives
    • Scope and Business Value
    • Governance
    • Service Provider Types
    • Service Portfolio
    • PBA – Pattern of business activity
    • Risk Management
    • Business Case
    • Financial Management
    • Business Relationship Management
    4. Service Design
    • Purpose and Objectives
    • Scope and Business Value
    • The Four Ps
    • SDP – Service Design Package
    • Service Level Management
    • Service Catalog Management
    • Supplier Management
    • Information Security Management
    • Availability Management
    • Capacity Management
    • IT Service Continuity Management
    5. Service Transition
    • Purpose and Objectives
    • Purpose and Objectives
    • Models
    • Planning and Support
    • Service Asset and Configuration Management
    • Change Management
    • Release and Deployment Management
    • Knowledge Management
    6. Service Operation
    • Purpose and Objectives
    • Scope and Business Value
    • Terms
    • Impact, Urgency and Priority
    • Event Management
    • Incident Management
    • Request Fulfillment
    • Problem Management
    • Access Management
    • The Service Desk
    • Other Service Operational Functions
    7. Continual Service Improvement
    • Purpose and Objectives
    • Scope and Business Value
    • Seven Step Improvement Process
    8. Exam Preparation

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