About the Course
In our activity based exciting and dynamic ITIL workshop, you will get an introduction to the lifecycle of managing IT services to deliver to business expectations. The Program is delivered using a combination of instructor-led lectures, case study and exercises on practical implementation of the concepts discussed within the training.
Upon completing this course, you'll be well positioned to successfully complete the associated ITIL® certification exam required for entry into the future ITIL® intermediate-level training courses.
This ITIL® course will cover five core disciplines: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement. These disciplines represent a service lifecycle framework that further enhances alignment to the business while demonstrating business value and ROI and enabling IT to solve specific operational needs.
ITIL® is a registered trade mark of AXELOS Limited.
Topics Covered1. Introduction
IT Service Management
Services & Customers
2. ITIL Life Cycle
Structure of Lifecycle
Strategy Business Value
Strategy Purpose - Scope - Objectives
Design Business Value
Design Purpose - Scope – Objectives
Transition Business Value
Transition Purpose - Scope – Objectives
Operations Business Value
Operations Purpose - Scope - Objectives
CSI Business Value
CSI Purpose - Scope – Objectives
3. Service Strategy
Types of Service
Customer – User
Patterns of Business Activity
Utility & Warranty
Resources & Capabilities
Service Portfolio Management
Financial Management for IT Services
Business Relationship Management
4. Service Design
Service Design Package (SDP)
Four P (4P)
Service Design Aspects
Service Level Management
Service Catalogue Management
Information Security Management
IT Service Continuity Management
5. Service Transition
Release & Deployment Management
Service Asset & Configuration Management
Transition Planning & Support
6. Service Operations
Definitions: Event, Incident, Problem etc
Role of Communications
Service Request Fulfilment
IT Operations Management
8. Continual Service Improvements
Vision to KPI-Metric-Measurement
Seven Step Improvement Process
Benefits of Automation
Who should attendThis workshop will significantly benefit anyone seeking ITIL® Foundation certification and everyone interested in aligning IT with business, controlling or reducing IT costs, improving IT service quality, and balancing IT resources in the most effective manner.
All IT professionals, 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, planners, managed service providers, service outsourcers, application developers, and other IT-related positions.
What you need to bringA calm mind and an attitude to learn.
Key TakeawaysThe ITIL Foundation online training course covers:
Key concepts of ITIL®
Important principles for improving IT operations
Vital processes and functions
Practical guidance for applying ITIL® to everyday IT situations
How to align with business, control costs, and improve IT service quality
Strategies to balance IT resources.