ITIL Training

ITIL^® V3 Foundation Course

Introduction
IT Infrastructure Library (ITIL) is the most widely accepted approach to IT service management in the world. ITIL provides a cohesive set of best practice, drawn from the public and private sectors internationally. This course introduces the principles and core elements of IT Service Management (ITSM) based on the ITILŪ v3 set of best practices.

Duration	Prerequisites
3 Days	Experience in IT is recommended

Who Should Attend?

1. IT Managers, IT staff and process owners
2. Application, project and business managers directly involved in IT
3. Any member of an IT organization in delivery of IT services

Topics Covered

1. Service Management as a practice Comprehension
2. Service Lifecycle Comprehension
3. Key Principles and Models Comprehension
4. Key Concepts Awareness
5. Selected Processes Awareness
6. Selected Roles Awareness
7. Selected Functions Awareness
8. Technology and Architecture Awareness
9. Introduction to ITILŪ and best practice
10. Service Strategy, including the four main activities of strategy, Service Portfolio and Service Catalogue, Financial Management, Demand Management
11. Service Design, including the Service Design package, Service Level Management and the 4Ps (People, Processes, Products, Partners), Availability Management, Capacity Management, SLM, IT Service Continuity Management, Security Management, Supplier Management, Service Catalog Management
12. Service Transition, including Change Management, Release & Deployment, Configuration and Asset Management
13. Service Operation, including Incident Management, Problem Management, Event Management, Request Fulfillment and the functions Service Desk, Technical Management, IT Operations Management.
14. Continual Service Improvement, including 7-step improvement process, Deming Cycle and the CSI model.
15. ITIL Qualification scheme Awareness