We are pleased to announce the arrival of our first video training course. This course is accredited by Axelos and covers all of the topics required to help a Learner successfully take and pass the ITIL®Foundation certification examination.
The course is taught by a Master Instructor who has taught over 300 foundation courses and helped thousands of individuals become ITIL® certified. He leverages over 20 years of IT Experience and presents the material in a way that is engaging and uses real world examples to illustrate the concepts in the course. This helps bring the material to life and makes it easier to understand.
This is the first of our ITIL® series of instructional videos. Each month we will be adding intermediate level courses. Access to those videos is also included in your monthly subscription.
ITIL® is a registered trade mark of AXELOS Limited, reproduced under license from AXELOS Limited. All rights reserved
COURSE DURATION
18 Hours of instruction
COURSE DESCRIPTION
This course provides an overview of the service lifecycle and all of its related activities. Information in this course helps an organization turn the principles of IT service management into a strategic asset.
Attendees gain competency and skills in the following areas:
· Service management as a practice (comprehension)
· The ITIL service lifecycle (comprehension)
· Generic concepts and definitions (awareness)
· Key principles and models (comprehension)
· Selected processes (awareness)
· Selected functions (awareness)
· Selected roles (awareness)
· Technology and architecture (awareness)
· Competence and training (awareness)
COURSE OUTLINE
1. INTRO TO SERVICE MANAGEMENT
1.1. What is ITIL
1.2. Why is ITIL successful
1.3. Why ITIL
1.4. Services
1.5. How services create value
1.6. Internal and external customers
1.7. Utility and warranty
1.8. Types of services
1.9. Service provider types
1.9.1. Internal
1.9.2. Shared
1.9.3. External
1.10. Service management
1.11. Stakeholder management
1.12. Processes
1.13. Process models
1.14. Functions
2. SERVICE STRATEGY
2.1. Purpose of service strategy
2.2. Objectives of service strategy
2.3. Scope of service strategy
2.4. Value of service strategy to the business
2.5. Service Strategy processes
2.5.1. Service portfolio management
2.5.2. Business relationship management
2.5.3. Financial management
2.6. Risk management
3. SERVICE DESIGN
3.1. Purpose of service design
3.2. Objectives of service design
3.3. Scope of service design
3.4. Value of service design to the business
3.5. Service design package
3.6. Principles
3.6.1. 4 P’s of service design
3.6.2. 5 major aspects of service design
3.7. Service design processes
3.7.1. Design coordination
3.7.2. Service level management
3.7.2.1. Service level agreements
3.7.2.2. Operational level agreements
3.7.3. Service catalog management
3.7.4. Supplier management
3.7.4.1. Underpinning contracts
3.7.5. Availability management
3.7.6. Capacity management
3.7.7. IT service continuity management
3.7.8. Security management
4. SERVICE TRANSITION
4.1. Purpose of service transition
4.2. Objectives of service transition
4.3. Scope of service transition
4.4. Value of service transition to the business
4.5. Service transition processes
4.5.1. Transition planning and support
4.5.2. Change management
4.5.2.1. Types of changes
4.5.2.2. Change advisory board
4.5.3. Service asset and configuration management
4.5.3.1. Configuration management system
4.5.3.2. Definitive media library
4.5.4. Release and deployment management
4.5.5. Knowledge management
4.5.5.1. DIKW model
4.5.5.2. Service Knowledge Management System
5. SERVICE OPERATION
5.1. Purpose of service operation
5.2. Objectives of service operation
5.3. Scope of service operation
5.4. Value of service operation to the business
5.5. Service operation processes
5.5.1. Event management
5.5.1.1. Types of events
5.5.2. Incident management
5.5.2.1. Major incident
5.5.2.2. Prioritization
5.5.2.3. Process
5.5.3. Problem management
5.5.3.1. Process
5.5.3.2. Key terms
5.5.4. Request fulfillment
5.5.5. Access management
5.6. Functions
5.6.1. Service desk
5.6.1.1. Service desk types
5.6.2. Technical management
5.6.3. IT operations management
5.6.4. Application management
6. CONTINUAL SERVICE IMPROVEMENT
6.1. Purpose of continual service improvement
6.2. Objectives of continual service improvement
6.3. Scope of continual service improvement
6.4. Value of continual service improvement to the business
6.5. Principles
6.5.1. Deming cycle
6.5.2. CSI Approach
6.6. Continual service improvement process
6.6.1. 7 step improvement process
WHO SHOULD ATTEND
· Chief Information Officers (CIOs)
· Chief Technology Officers (CTOs)
· Managers within IT
· Supervisory staff
· Team leaders
· Service design engineers
· IT architects
· IT planners
· IT audit managers
· Auditors
· Project managers
· Project team members
· IT security managers
· Individuals who require a basic understanding of the ITIL framework
· IT professionals that are working within an organization that has adopted or adapted ITIL
· Internal or external consultants
· Individuals seeking to gain the ITIL Expert certification
PREREQUSITES
· A basic understanding of IT and approximately 2 years of relevant IT experience