The Information Technology Infrastructure Library (ITIL) is a framework of best practice approaches intended to facilitate the delivery of high quality information technology (IT) services.
ITIL outlines an extensive set of management procedures that are intended to support businesses in achieving both high financial quality and value in IT operations. These procedures are supplier-independent and have been developed to provide guidance across the breadth of IT infrastructure, development, and operations.
About this workshop
This course will introduce you to ITIL (the IT Infrastructure Library), the most widely accepted approach to IT service management in the world. ITIL provides a comprehensive and consistent set of best practices for IT service management. Participants will understand how an integrated framework, based on ITIL best practice guidelines enables an organization to support and deliver quality IT services.
This course will help participants prepare for the ITIL Foundations certification exam from ISEB / EXIN in IT Service Management.
Benefits
On completion of this course, participants will get a better understanding of
- How to define the various ITIL processes that can be implemented in an organization.
- Benefits of implementing each ITIL process in an organization.
- Basic concepts related to each ITIL process.
- Activities and roles involved in each process.
- Relationship of each ITIL process with other processes.
- Factors that affect the effectiveness of each ITIL process.
Who should attend
The participants responsible for IT service delivery in any of the following positions in their organization:
- IT Support Staff
- IT Consultants
- IT Developers
- IT Management
- Process Consultants
- Process Managers
- Quality Assurance Professionals
- IT Service Providers
- IT Service Management Professionals
- IT Auditors
- Key Business Users
Course Outline
Overview of ITIL® v3 and Service Management
- What is ITIL® v3?
- ITIL® v3 and Quality
- Service Management
- ITIL® v3 Processes
Service Strategy: Overview of goals & objectives
- Define the market
- Develop offerings
- Develop strategic assets
- Prepare for execution
- Service Portfolio Management
- Demand Management
- Financial Management
Service Design: Overview of goals & objectives + roles
- Service Level Management & Supplier Management
- Service Catalogue Management
- Availability Management
- Information Security Management
- Capacity Management
- IT Service Continuity Management
Service Transition: Overview of goals & objectives + roles
- Change Management
- Service Asset and Configuration Management
- Release and Deployment Management
Service Operation: Overview of goals & objectives + roles
- Incident Management
- Event Management
- Request Fulfillment
- Problem Management
- Access Management
- Service Desk
- The Technical Management Function
- The Application Management Function
- The IT Operations Management Function
Continual Service Improvement: Overview of goals & objectives + roles
- 7 Step Improvement Process
- CSI - Improvement Model
- CSI - Deming Cycle
Technology & Architecture: Overview of goals & objectives
- ITIL® v3 Qualification Scheme and Exam Technique
- ITIL® v3 Foundation Level Exam Questions