ITIL V3 Foundation

ITIL Introduction and History.
Evolution of ITIL.
Standard Based on ITIL.
ITIL V3 Life Cycle Approach.
Basic Concepts.
RACI and PDCA.
Compliance and Governance.
ITIL Process and Positions.
Service Strategy.
Demand Management.
Key Concepts Core Services Vs Supporting Service.
Pattern of Business Activity PBA and User Profile.
SP Vs SLP.
Business Relationship Management.
Demand Management - Metrics Roles and Responsibilities.
Real Time Example.
Service Portfoilo Management.
Service Portfolio And Service Portfolio Structure.
Service Portfolio Activities.
Service Portfolio - Metrics Roles and Responsibilities.
Financial Management.
Financial Management - Key Concepts.
Service Valuation.
Service Investment Analysis.
Accounting.
Cost Units & Cost Categories : Types.
Business Case.
Business Impact Analysis & Activities.
Financial Management - Metrics Roles and Responsibilities.
Service Design Activities.
Service Catalog Management.
Service Design - Key Concepts.
Service Design - Metrics Roles and Responsibilities.
Service Level management.
Service Level management - Key Concepts.
Elements of SLA.
Service Level management - Metrics Roles and Responsibilities.
Availability Management.
Availability Management - Key Concepts.
Availability Metrics.
Availability Management - Metrics Roles and Responsibilities.
Capacity Management.
Capacity Management - Key Concepts.
Capacity Management - Metrics Roles and Responsibilities.
Supplier Management.
Supplier Management - Key Concepts.
Supplier Management - Metrics Roles and Responsibilities.
Information Security Management.
Information Security Management - Key Concepts.
Information Security Management - Metrics Roles and Responsibilities.
Service Continuity Management.
Service Continuity Management - Key Concepts.
Life Cycle Approach to ITSCM.
Service Continuity Management- -Metrics Roles and Responsibilities.
Service Transition.
Service Asset and Configuration Management.
Service Transition - Key Concepts.
Service Transition - Activities.
Service Transition - Metrics Roles and Responsibilities.
Change Management.
Scope of Change Management.
Change Types.
Change Advisor Board.
Change Management Activities.
Change Management - Metrics Roles and Responsibilities.
Release and Deployment Management.
Release and Deployment Management - Key Concepts.
Deployment Methods and Objectives.
Release and Deployment Management - Metrics Roles and Responsibilities.
Service Operation.
Service Desk.
Service Operation - Key Concepts.
Central Service Desk.
Local or Distributed Service Desk.
Virtual Service Desk.
Follow the Sun Mode.
Specialized Service Desk.
Skills and Activities.
Service Operation - Metrics Roles and Responsibilities.
Event Management.
Types of Event and Activities.
Event Management - Metrics Roles and Responsibilities.
Incident Management.
Incident Detection and Recording.
ITIL V3 - Classification Prioritisation and Initial Support.
Investigation and Diagnosis.
Resulation and Recory.
Icident Closure.
Incident Management - Metrics Roles and Responsibilities.
Problem Management.
Problem Management Types.
Problem Management - Metrics Roles and Responsibilities.
Request Fufillment.
Request Fufillment - Key Concepts.
Request Fufillment - Metrics Roles and Responsibilities.
Assess management.
Assess management - Activities.
Assess management - Metrics Roles and Responsibilities.
IT Operations Management.
Techinical Management.
Application management.
Continual Service Improvement.
Continual Service Improvement - Key Concepts.
7 Step Improvement Process.
Continual Service Improvement - Metrics Roles and Responsibilities.
Service Catalogue Management.
Service Portfolio Management.
Financial Management.
Service Level Management.
Availability Management.
Capacity Management.
Supplier Management Example.
Information Security Management Example.
IT Service Continuity Management Example.
Service Asset & Configuration Management Example.
Change Management Example.
Release and Deployment Management Example.
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