ITIL

Course : ITIL V3: 2011 Foundation, Exam - Preparation - Documentation included
Giving right to PDUs for PMP certified individuals (ITILF V3)

Description

This course covers all the basics of the Service Management framework ITIL v3: 2011. ITIL v3: 2011 presents Service Management through the whole lifecycle of a service, including Strategy, Design, Transition, Operatiosn and Continual Improvement.

Audience

This course is intended for all professionals who are managing, delivering or supporting services.

At course completion

After completing this course, students will be able to:

- Know main concepts and terminology of ITIL
- Be fully aware of the importance of ITIL for a good IT Service Management
- Understand challenges implementing ITIL

Prerequisites

No pre-requisites

Course outline

Introduction to IT Service Management

Whole lifecycle of a service

Service Strategy
Srategy Management for IT Services
Finance Management
Demand Management
Service Portfolio Management
Business Relationship Management
Service Design
Design Coordination
Service Catalog Management
Service Level Management
Capacity Management
Availability Management
IT Service Continuity Management
Information Security Management
Supplier Management

Service Transition
Transition planning and support
Change Management
Service Asset and Configuration Management
Release and Deployment Management
Service validation and testing
Evaluation
Knowledge Management

Service Operations
Event Management
Incident Management
Request Fulfilment
Problem Management
Access Management

Continual Service Improvement
7-Step Improvement
Service Reporting and measurement
Other methods and techniques