ITIL® Foundation, Exam included

Introduction

This course covers all the basics of the Service Management framework ITIL®. The training presents Service Management through the whole lifecycle of a service, including Strategy, Design, Transition, Operation and Continual Improvement.

Audience

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

Prerequisites

No pre-requisites

At course completion

After completing this course, participants 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®

     

Course outline

Introduction to IT Service Management

Whole lifecycle of a service

Service Strategy

  • Strategy 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 Fulfillment
  • Problem Management
  • Access Management

Continual Service Improvement

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

ITIL® is a registered trade mark of AXELOS Limited