ITIL is the most widely adopted approach for IT Service Management in the world. It provides a practical, no-nonsense framework for identifying, planning, delivering and supporting IT services to the business. We offer a 3-day (or 6-evening) instructor-in-the-room computer training course designed to help you prepare for the ITIL Foundation exam. This class will meet the education requirement to sit for the exam. (Certification exam fee and book fee are not included in the class price shown. However, these fees may be paid for you if you are doing a long training program.)
Course Outline
Unit 1: Introduction
- Topic A: Course Objectives
- Topic B: Certification Requirements
- Topic C: ITIL Qualification Scheme
Unit 2: Service Management
- Topic A: Understanding Services
- Topic B: What Is ITIL?
- Topic C: Service Lifecycle
- Topic D: ITIL Processes and Functions
- Topic E: ITIL Roles and Responsibilities
- Topic F: ITIL Service and Process Roles
Unit 3: Service Strategy Overview
- Topic A: Overview of Service Strategy
- Topic B: Value of Services
- Topic C: Service Assets
- Topic D: Business Relationship Management
- Topic E: Service Portfolio Management
- Topic F: Demand Management
- Topic G: Financial Management for IT Services
Unit 4: Service Design Overview
- Topic A: Key Concepts
- Topic B: Design Coordination
- Topic C: Service Level Management
- Topic D: Service Catalog Management
- Topic E: Supplier Management
- Topic F: Availability Management
- Topic G: Capacity Management
- Topic H: Information Security Management
- Topic I: IT Service Continuity Management
Unit 5: Service Transition Overview
- Topic A: Transition Planning and Support
- Topic B: Service Asset and Configuration
- Management
- Topic C: Change Management
- Topic D: Release and Deployment
- Management
- Topic E: Knowledge Management
Unit 6: Service Operation Overview
- Topic A: Incident Management
- Topic B: Event Management
- Topic C: Problem Management
- Topic D: Access Management
- Topic E: Request Fulfillment
Unit 7: Service Operation Functions
- Topic A: Service Desk
- Topic B: Technical Management
- Topic C: Application Management
- Topic D: IT Operations Management
Unit 8: Continual Service Improvement
- Overview
- Topic A: Purpose, Value & Scope of Continual
- Service Improvement
- Topic B: Service Measurements & Metrics
- Topic C: Seven-step Improvement Process
Unit 9: Tools and Technology Considerations
Unit 10: Preparing For and Taking the
- Certification Exam