Course Overview
TOPThis course prepares students for the ITIL Foundation certification exam. The instructor covers the formal introduction to managing the IT service lifecycle and how to use the ITIL Foundation and ITIL verbiage, concepts for service management processes.
These disciplines embody the service framework lifecycle for further enhancement in business and IT alignment to evaluate ROI, business value, and resolve operational necessities with IT. Throughout the course the students come to understand the ITIL best practices.
Scheduled Classes
TOPWhat You'll Learn
TOPITIL Foundation Certification Objectives:
- Strategy of Service
- Service Design
- Service Transition
- Service Operations
- The Continuation of Service Improvement
Outline
TOP
Viewing outline for:
Definition of Service Management
- Lesson 1A: Purposes of IT Services
- Lesson 1B: Source of Customer Value for IT Services
- Lesson 1C: The Need for It Service Management
Introduction to ITIL
- Lesson 2A: Best ITIL Practices
- Lesson 2B: Adopting ITIL
- Lesson 2C: ITIL Qualification Scheme, Bodies, and Certifications
Service Strategy
- Lesson 3A: Design, Develop and Implement a Service Management Strategy
- Lesson 3B: Service Management as a Strategic Asset
- Lesson 3C: Objectives and Expectations for a Service Strategy
- Lesson 3D: Prioritization Opportunities Identification and Selection
Service Design
- Lesson 4A: Service Design and Development
- Lesson 4B: Process Development
- Lesson 4C: Methods and Principles for Design
- Lesson 4D: Strategy into Services Conversion
Service Transition
- Lesson 5A: Capability Development and Improvement
- Lesson 5B: Methods for Transitioning Services into Operation
- Lesson 5C: Change Management
- Lesson 5D: Enabling Innovation without Undesirable Results
Service Operation
- Lesson 6A: Deliver Support Services in an Effective and Efficient Manner
- Lesson 6B: Offering Value to Service Provider and Customer
- Lesson 6C: Stability Maintenance and Change
- Lesson 6D: Organization Methods for Improved IT Support
Continual Service Improvement
- Lesson 7A: Value Creation and Maintenance
- Lesson 7B: Need for Better Design, Introduction and Operation of Services
- Lesson 7C: Improvements for Service Quality, Business Continuity and IT Efficiency
- Lesson 7D: Linking Efforts for Improvement to Strategy, Design and Transition
Exam Review and Practice
Prerequisites
TOPAlthough there are no prerequisites, candidates benefit by having at least:
- Basic knowledge of IT terms and minimal experience in the IT field.
Who Should Attend
TOP- IT Project Managers
- IT Managers
- IT Project or Team Members
- Coordinators
- Network Operators
- Business Process Analysts
- IT Architects
- Consultants
- Systems Integrators
- Help Desk Managers and Staff
- Application Developers