June 5 @ 8:30 am - June 7 @ 4:00 pm
Course Duration, Method: 3 days (8:30 a.m. – 4:00 p.m.), Instructor Led Training
Implementing and supporting IT services in the workplace can often be a daunting task since all organizations differ in key ways. Whether it’s upgrading from one service to another, improving an existing service, or designing a service from scratch, business-focused leadership and management are crucial elements of services that your customers will perceive as valuable. The course will prepare you for the ITIL Foundation exam, introducing you to basic concepts used in IT service management. In this course, you will identify the fundamental concepts of ITIL to help prepare yourself for the Foundation Certification.Read More
In this course, you will describe the fundamental concepts of ITIL®, and identify the stages of the IT Service Management Lifecycle. You will do so by first analyzing existing services in the Continual Service Improvement (CSI) state, and then working back through the service lifecycle to the initiation of services in Service Strategy (SS).
- Describe the history and basic concepts of ITIL.
- Describe Continual Service Improvement in the IT Service Lifecycle.
- Describe Service Operation in the IT Service Lifecycle.
- Describe the various functions of Service Operation Lifecycle in the IT Service Lifecycle.
- Describe Service Transition in the IT Service Lifecycle.
- Describe Service Design in the IT Service Lifecycle.
- Describe Service Strategy in the IT Service Lifecycle.
The target learner is any IT professional who works in IT service support and delivery: including Service Desk/Help Desk managers and staff; IT department managers; or any other IT support and delivery roles; who either wishes to advance to service management, benefit from the knowledge of a de facto standard for describing IT service and support, or who wishes to refine their skills in their current service management job to include ITIL best practices.
Lesson 1: Introduction to ITIL
Topic A: ITIL Basics
Topic B: The Service Lifecycle
Lesson 2: Continual Service Improvement
Topic A: Basic Concepts of Continual Service Improvement
Topic B: CSI Principles
Lesson 3: Service Operation
Topic A: Basic Concepts of Service Operation
Topic B: The Event Management Process
Topic C: The Incident Management Process
Topic D: The Problem Management Process
Topic E: The Request Fulfillment Process
Topic F: The Access Management Process
Lesson 4: Service Operation Functions
Topic A: The Service Desk Function
Topic B: The Technical Management Function
Topic C: The IT Operations Management Function
Topic D: The Application Management Function
Lesson 5: Service Transition
Topic A: Basic Concepts of Service Transition
Topic B: The Transition Planning and Support Process
Topic C: The Change Management Process
Topic D: The Service Asset and Configuration Management Process
Topic E: The Release and Deployment Management Process
Topic F: The Knowledge Management Process
Lesson 6: Service Design
Topic A: Basic Concepts of Service Design
Topic B: The Design Coordination Process
Topic C: The Service Level Management Process
Topic D: The Service Catalog Management Process
Topic E: The Availability Management Process
Topic F: The Capacity Management Process
Topic G: The Information Security Management Process
Topic H: IT Service Continuity Management
Topic I: The Supplier Management Process
Lesson 7: Service Strategy
Topic A: Basic Concepts of Service Strategy
Topic B: The Financial Management Process
Topic C: The Service Portfolio Management Process
Topic D: The Demand Management Process
Topic E: The Business Relationship Management Process