Information Technology Infrastructure Library
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 workshop will introduce you to ITIL (Information Technology 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 workshop will help participants prepare for the ITIL v3 Foundation certification exam from APMG.


On completion of this workshop, 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

This workshop is meant for professionals responsible for IT Service Delivery / Support in any organization.

  • IT Service Delivery team member
  • IT Support team member
  • IT Management team member
  • Process Consultant / Manager
  • Quality Assurance Professional
  • IT Service Provider
  • IT Service Management Professional
  • IT Auditor
  • Key Business User

Anyone aspiring to understand the requirements of the ITIL Framework would benefit from this workshop. Those who are working or have worked in an IT Service environment or equivalent will find this particularly useful.

Workshop Outline

Overview of ITIL® v3 and Service Management

  • What is ITIL® v3?
  • ITIL® v3 and Quality
  • Service Management
  • ITIL® v3 Processes

Service Strategy

  • Define the market
  • Develop offerings
  • Develop strategic assets
  • Prepare for execution
  • Service Portfolio Management
  • Demand Management
  • Financial Management

Service Design

  • Service Level Management & Supplier Management
  • Service Catalogue Management
  • Availability Management
  • Information Security Management
  • Capacity Management
  • IT Service Continuity Management

Service Transition

  • Change Management
  • Service Asset and Configuration Management
  • Release and Deployment Management

Service Operation

  • 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

  • 7 Step Improvement Process
  • CSI - Improvement Model
  • CSI - Deming Cycle

Technology & Architecture

  • ITIL® v3 Qualification Scheme and Exam Technique
  • ITIL® v3 Foundation Level Exam Questions
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