Ahana ITIL V3 Foundations training provides you with a general overview of the IT Service Management Lifecycle and its supporting processes, functions and roles. The course enables you to understand how an integrated IT Service Management framework can be adopted and adapted within your organization. The training provides a detailed, modular introduction to the concepts, terms, definitions, benefits, objectives and relationships within IT Service Management processes and functions, according to the ITIL best practice framework.

Topics Covered

The ITIL Foundation Certificate in IT Service Management -SYLLABUS Service management as a practice • Describe the concept of best practices in the public domain • Describe and explain why ITIL is successful • Define and explain the concept of a service • Define and explain the concept of internal and external customers • Define and explain the concept of internal and external services • Define and explain the concept of service management • Define and explain the concept of IT service management • Define and explain the concept of stakeholders in service management • Define processes and functions • Explain the process model and the characteristics of processes The ITIL service lifecycle • Describe the structure of the ITIL service lifecycle • Account for the purpose, objectives and scope of service strategy • Briefly explain what value service strategy provides to the business • Account for the purpose, objectives and scope of service design • Briefly explain what value service design provides to the business • Account for the purpose, objectives and scope of service transition • Briefly explain what value service transition provides to the business • Account for the purpose, objectives and scope of service operation • Briefly explain what value service operation provides to the business • Account for the main purpose, objectives and scope of continual service improvement • Briefly explain what value continual service improvement provides to the business Generic concepts and definitions • Utility and warranty • Assets, resources and capabilities • Service portfolio • Service catalogue (both two-view and three-view types) • Governance • Business case • Risk management • Service provider • Supplier • Service level agreement • Operational level agreement • Underpinning contract • Service design package • Availability • Service knowledge management system • Configuration item • Configuration management system • Definitive media library • Change • Change types (standard, emergency and normal) • Event • Alert (Glossary) • Incident • Impact, urgency and priority • Service request • Problem • Workaround • Known error • Known error database (KEDB) • The role of communication in service • Release policy • Types of services • Change proposals • CSI register • Outcomes • Patterns of business activity • Customers and users • The Deming Cycle (plan, do, check, act) Key principles and models • Describe value creation through services • Understand the importance of people, processes, products and partners for service management • Understand the five major aspects of service design • Explain the continual service improvement approach • Understand the role of measurement for continual service improvement • Relationship between critical success factors (CSF) and key performance indicators (KPI) • Baselines • Types of metrics Service strategy • Service portfolio management • The service portfolio • Financial management for IT services • Business relationship management Service design • Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for: • Service level management (SLM) • Service catalogue management • Availability management • Information security management (ISM) • Supplier management • Capacity management • Design coordination • IT service continuity management Content • Service-based SLA • Service availability • Component availability • Reliability • Maintainability • Serviceability • Vital business functions (VBF) • Information security policy • Supplier categories • Capacity plan • Business capacity management • Service capacity management • • Component capacity management • Purpose of business impact analysis (BIA) • Risk assessment Service transition • Transition planning and support • Change management • Types of change request • Change models • Remediation planning • Change advisory board / emergency change advisory board • Lifecycle of a normal change • Service asset and configuration management (SACM) • Release and deployment management • Four phases of release and deployment • Knowledge management • Data-to-Information-to-Knowledge-to-Wisdom (DIKW) & SKMS Service operation - Processes • Event management • Incident management • Request fulfilment • Problem management • Access Management Service operation – Functions • Service desk • IT Operations Management • Technical Management • Application Management Continual service improvement • Key Principles of CSI • The seven-step improvement process

Who should attend

• Any one working in the area of IT Infrastructure Management area. • 1-2 years of work experience is beneficial for the candidate to understand the concepts well.

Pre-requisites

• Any one working in the area of IT Infrastructure Management area. • 1-2 years of work experience is beneficial for the candidate to understand the concepts well.

What you need to bring

Book

Key Takeaways

ITIL, PMP