ITIL Foundation Training
Course Objective
Funding available for this course
ITIL Contributes value to the organization by alignment of IT to Business. By using ITIL service, quality can be improved, higher availability, gradual cost reductions and better cost-justification. Improve effectiveness to meet quality requirements, increase flexibility and adaptability (Adopt & Adapt).
ITIL help organizations in:
- Reducing IT costs
- Increased Quality and Decrease Risk
- Improved Decision Making
- Increased Productivity
- ITIL provides clear and effective communication.
- ITIL embraces a practical approach to service management do what works.
Target Student
The ITIL Foundation certification is open to individuals who require basic knowledge about the ITIL framework and how it will be executed to enhance the quality of ITSM within an organization, as well as IT professionals who work in organizations that have adopted and adapted ITIL and want to continue to make a contribution to an ongoing service improvement program or Application managers, project managers and business managers who are directly involved in IT.
Course Content
Lesson 1: Introduction
- History of ITIL
- ITIL Qualification scheme
Lesson 2: Service Management as a practice
- Service
- Service Management
- Processes
- Roles
- Organisation
Lesson 3: The Service Lifecycle
- The Structure, Scope, Components and Interfaces of the ITIL Library
- ITIL Service Life cycle
Lesson 4: Service Strategy Processes
- Service Models
- Service Portfolio Management
- Demand Management
- Financial Management
- Business Relationship Management
- Strategic Management for IT Services
Lesson 5: Service Design Processes
- Service Catalogue Management
- Service Level Management
- Capacity Management
- Availability Management
- IT Service Continuity Management
- Information Security Management
- Supplier Management
- Design Coordination
Lesson 6: Service Transition Processes
- Change Management
- Service Asset and Configuration Management (SACM)
- Release and Deployment Management
- Service Knowledge Management
- Transition planning and support
- Change Evaluation
- Service Validation and Testing
Lesson 7: Service Operation Processes
- Incident Management
- Event Management
- Request Fulfilment
- Problem Management
- Access Management
Lesson 8: Functions Processes
- Technical Management
- Application Management
- Service Desk
- IT Operations Management
Lesson 9: Continual Service Improvement Processes
- The Continual Service Improvement Model
- IT Governance across the Service Lifecycle