Introduction ITIl Certificate Course Outline

Course overview

This course provides the fundamentals of IT Service Management (ITSM) based on Version 3 of the IT Infrastructure Library (ITIL). It describes the key concepts, processes, functions and roles of the ITIL service lifecycle. The course prepares attendees for the necessary information to successfully complete the certification exam. In addition homework assignments consolidate the days learning objectives and provide further review.

Prerequisites

There are no prerequisites for this course.

Audience

All IT Staff, consultants, system and network administrators, managers and executives who are responsible for the delivery of IT services in an organization, and business managers who interface regularly with IT

Course Outline

Part 1: Introduction

• Introduction to ITIL
• Service Management as a Practice
• The Service Lifecycle

Part 2: Service Strategy

• Functions and Processes in Service Strategy
• Financial Management
• Service Portfolio Management (SPM)
• Demand Management

Part 3: Service Design

• Functions and Processes in Service Design
• Service Catalogue Management
• Service Level Management
• Capacity and Availability Management
• IT Service Continuity Management
• Information Security Management
• Supplier Management

Part 4: Service Transition

• Functions and Processes in Service Transition
• Transition Planning and Support
• Change Management
• Service Asset and Configuration Management
• Release and Deployment Management
• Service Validation and Testing, Evaluation
• Knowledge Management

Part 5: Service Operation

• Functions and Processes in Service Operation
• Service Desk
• Technical Management
• Applications Management
• IT Operations Management
• Event and Incident Management
• Request Fulfillment
• Problem and Access Management

Part 6: Continuous Service Improvement

• Functions and Processes in Service Operation
• The 7 step improvement process

Part 7: Review nd Mock Exam

 
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