Information Technology Infrastructure Library Version 3

COURSE INFOMATION:

1.OVERVIEW :

 This training has a focus on IT managers, IT leaders, or anyone who is interested in and adds knowledge and skills in IT Services Management.

2.OVERALL OBJECTIVES: 

After finish this course, the participant could able to: 
– Learn about IT Service Management best practices, generic concepts, key principles, and ITIL 2011 process models that are required to the ITIL Foundation exam. 
– Gain a comprehensive understanding of the purpose, objective and scope of service strategy, service design, service transition, service operations, and Continual Service Improvement. 
– Learn how to apply ITIL tools, techniques and concepts to improve efficiency and effectiveness in business changes to optimize the customer experience. 
– Understand how to apply lean principles and automate standard tasks to improve efficiency of ITSM processes. 
– Save costs by centralizing activities and teams using well defined fit-for purpose and fit-for-use processes. 
– Align IT services with the needs of your organization.

4.COURSE CONTENT:

Module 1: ITIL V3 Introduction

– Key Principles, Models and Concepts Service Lifecycle 
– Service Management as a Practice 
– Key Principles, Models and Concepts

Module 2: Service Strategy

– Service Lifecycle 
– Service Portfolio & Service Catalog 
– Risk Management 
– Demand Management 
– Financial Management

Module 3: Service Design

– Service Catalog Management 
– Service Level Management 
– Supplier Management 
– Information Security Management 
– Availability Management 
– Capacity Management 
– IT Service Continuity Management

Module 4: Service Transition

– Service Asset & Configuration Management 
– Change Management 
– Release & Deployment Management 
– Knowledge Management

Module 5: Service Operation

– Event Management 
– Incident Management 
– Request Fulfillment 
– Access Management 
– Problem Management 
– Service Desk 
– Technical & Application Management Functions 
– IT Operations Management & Communication

Modules 6: Continual Service Improvement

– 7 Steps of Continual Service Improvement 
– Service Reporting and Measurement

Module 7: Homework and Practice Exam Questions

– Diagrams and Handouts 
– Homework and Practice Exam Questions