ITIL® Foundation

Information Technology Infrastructure Library (ITIL) a series of books and concepts which assist an organization in IT best practices in order to provide quality IT services.
This course is designed to help you align your business goals with IT services and prepare for ITIL Certification.

Course Benefits:

Participants will understand how to develop and harness their IT skills in order to minimize cost and maximize in every endeavor. This three-day course will teach participants how to:

• Explain the context of IT Service Management.
• Plan improvements.
• Execute improvement plans and strategy.
• Demonstrate the use of various ITIL techniques and processes.
• Design services’ management processes, matrices and organizational governance.
• Understand the value of communication, documentation and automation

Prerequisites:

Ideally participants should have some experience working in an ITSM environment or service desk or aspire to work as an ITSM professional.

Topics Included

• Course Overview

You will spend the first part of the day getting to know participants and discussing what will take place during the workshop. Students will also have an opportunity to identify their personal learning objectives.

• Introduction
  • Introduction and key ITIL concepts.
  • Service aspect of IT.
  • Understanding processes and process management.
  • Service lifecycle management.
• Service Design
  • Purpose, goal, objectives and scope.
  • Service Design processes.
  • The 4 P’s.
  • Core aspect of service design.
  • Management of service catalogue, availability and capacity.
  • IT Service Continuity Management.
  • Service Portfolio.
  • Supplier and information security management.
• Service Transition
  • Purpose, goal, objectives and scope.
  • Service Transition value to the business.
  • Architecture and Technology in Service Transition.
  • Processes of Service Transition.
  • Understanding change management.
  • Service Asset and Configuration Management.
  • Release and Deployment.
  • Understanding Knowledge Management.
• Service Strategy
  • Purpose, goal, objectives and scope.
  • Creating value through IT services.
  • Assets- Resources and Capabilities.
  • Key activities involve in IT service Strategy.
  • Service Portfolio Management.
  • Demand Management.
  • Financial Management.
• Service Operations
  • Purpose, goal, objectives and scope.
  • Definitions of Service Operation.
  • The Service Desk.
  • Application and Technical Management.
  • IT Operations Management.
  • Service Operative Processes.
  • Event Management.
  • Request Fulfilment, Problem and Access Management.
• Continual Service Improvement
  • Purpose, goal, objectives and scope.
  • Models and Processes.
  • The Deming Cycle.
  • Measurement and metrics.
  • The Seven-Step Improvement Process.
  • Continual Service Improvement activities and interfaces.
  • Risk Management.
  • Interface with Service Level Management.
• Workshop Wrap-Up

At the end of the course, students will have an opportunity to ask questions and fill out an action plan.

Who Should Attend

This is an ideal course for individuals who require a basic understanding of the refreshed ITIL® framework and how it may be used to enhance the quality of IT service management within an organization.