Introduction
This 3-day course introduces the concepts of IT Service Management (ITSM) based on Version 3 of the IT Infrastructure Library (ITIL). It describes the IT Service Management Lifecycle. It also provides a set of specialized organizational capabilities for providing value to customers in the form of services.
ITIL - the Information Technology Infrastructure Library - is the most widely-accepted approach to IT Service Management in the world. It provides a cohesive set of best practice, drawn from the public and private sectors internationally. ITIL is supported by a comprehensive qualification scheme, accredited training organizations, and implementation and assessment tools. The best-practice processes promoted in ITIL both support and are supported by the International Organization for Standardization’s standard for IT Service Management (ISO 20000 ITSMS).
Contents
The course will cover:
* Introduction
o Defining IT Service Management
o Reviewing the structure and scope of the Foundation Certification Examination
o People, process, technology and partners
* ITIL Concepts
o Service Management as a Practice
o Concepts of Service Management
o The Service life cycle
* Service Strategy
o Define Market
o Develop Offering
o Develop Strategic Assets
o Plan for Execution
* Service Design
o Service Catalog Management
o Service Level Management
o Capacity Planning
o Availability Planning
o IT Service Continuity Planning
o Information Security Planning
o Supplier Management
* Service Transition
o Transition Planning & Support
o Change Management
o Service Asset and Configuration Management
o Release and Deployment Management
o Service Validation and Testing
o Service Evaluation
o Knowledge Management
* Service Operation
o Event Management
o Incident Management
o Request Fulfillment
o Problem Management
o Access Management
* Continuous Service Improvement
o Service Reporting
o Service Measurement
o ROI of Services
o Service Level Management
* Review Program and Exam Tips
* Mock Exam
Benefits
* Identify the lifecycle and fundamental processes involved in IT Service Management and how to integrate them into your business’ IT service model
* Understand how IT and the Business can collaborate to improve overall productivity and efficiency
* Learn to move the reactive relationship between IT and users to a proactive relationship
* Learn ITSM concepts via an exciting and interactive simulation
Who Should Attend?
Experience and knowledge of IT computing environments are useful but not essential.
Recommended Participants
All IT staff, system and network administrators, managers and executives who are responsible for the delivery of IT services in an organization.
Mock exam
A one-hour mock exam is part of the course. The mock exam aims to help participants in passing the ITIL Foundation certification exam.
Course Format
The course uses a stimulating mix of instructions, exercises, discussions, and a mock-exam.
# Materials Provided Course reference manual containing printed copies of presentation
# Mock examination paper
# Course certificate