ITIL Foundation Course Contents
Course Length:
10-12 Hours
Course Description:
The ITIL®
Foundation course is the entry level certification course for
IT Service Management Best Practices training in ITIL®. This course covers the latest version of core ITIL® best practices presented from a lifecycle perspective. The course introduces the principles and core elements
of IT
service management (ITSM). ITIL®
is comprised of
five
core publications: Service Strategy,
Service Design, Service Transition, Service Operations and Continual Service Improvement, promoting alignment with the business as well as
improving operational efficiency.
This course is delivered using an exciting case study designed to further enhance and cement the candidates understanding of
ITIL®. Students who have attended this course are suitably prepared to successfully take the associated ITIL®
Foundation
certification test which
is a requirement for attending any of the further learning courses (ITIL® intermediate level training) available in this track.
Who Should Attend:
IT Management, Business Unit
Managers, IT Services Managers, Supplier Managers,
Consultants and those responsible for the support
and
implementation of Information Technology will benefit from this course.
Benefits of Attendance:
Upon completion of this course, students will be able to:
- Identify the principles and concepts of IT Service Management based on ITIL®
- Identify the best practices of implementing ITIL® in an organization.
- Define the terminology used in ITIL®
- Identify the concepts and definitions used in the Service Lifecycle.
- Define Service Strategy concepts
- Define Service Design concepts
- Define Service Operations concepts
- Define Service Transition concepts
- Define Continual Service Improvement concepts
- Define the roles, processes, and components within key areas of IT Service Management based on ITIL®
- Be prepared to take the ITIL® Foundation Certification exam
Prerequisites:
There are no pre-requisites for this course, although
a basic
knowledge of Service Management concepts will be helpful.
Course Outline:
Introduction to key ITIL®
concepts
IT as a Service
Introduction to processes and process management
The Service Lifecycle approach
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
Business Relationship Management
Service
Design
Purpose, goal, objectives & Scope
Service Design processes
Service Design aspects
Service Catalog Management Service Level Management
Capacity Management Availability Management
IT Service Continuity Management
Service Portfolio
Information Security Management
Supplier management
Design Coordination
Service Transition
Purpose, goal, objectives & Scope Service Transition
value to
the business Technology and architecture in
Service Transition Service Transition Processes
Change Management
Service Asset and Configuration Management
Release and Deployment Management
Knowledge Management
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
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 Managemen
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