ITIL Training Overview
This 3-day course covers the ITIL® Version 3 best practices which are composed of five core disciplines: Service Strategy, Service Design, Service Transition, Service Operations, and Continual Service Improvement. These disciplines represent a service life cycle framework that further enhances alignment to the business while demonstrating business value, ROI and enabling IT to solve specific operational needs. Upon completion of the ITIL® V3 Foundations course, students will have “foundational” knowledge of the functions, roles, and processes that span the service lifecycle.
Who should attend?
IT Management, IT Support Staff, IT Consultants, Business Managers, Business Process Owners, IT Developers, Service Providers, System Integrators
ITIL Training Prerequisites
None
Course duration
3 Days
ITIL Training Course outline
1. Introduction to ITIL®
- ITIL® History
- Service Management as a Practice
- Common IT Pain Points
- What is a Service?
- What is Service Management
- Best Practice vs. Good Practice?
- Governance
- What is a Process?
- Calculating Value
- Role vs. Function vs. Process
- RACI Model
- Service Operation Functions
- Process Owner vs. Service Owner
- The Service Lifecycle
- Risk Management
2. Service Strategy
- Service Strategy Key Concepts
- Service Strategy Processes
- Strategy Generation
- Service Portfolio Management
- Business Case
- Financial Management
- ROI vs. VOI
- Demand Management
3. Service Design
- The 5 Aspects of Service Design
- Choosing the Right Tools
- The Four Ps
- Service Design Constraints
- ITIL® V3 Foundations
- The Big Picture
- The Service Design Package
- Delivery Models
- Service Design Processes
- Service Catalog Management
- Service Level management
- Capacity Management
- Availability Management
- IT Service Continuity Management
- Information Security Management
- Supplier Management
4. Service Transition
- The Service V Model
- Service Transition Scope
- Service Transition Processes
- Service Asset and Configuration Management
- Change Management
- Types of Change Requests
- Release and Deployment Management
- Knowledge Management
- The Service Knowledge Management System (SKMS)
5. Service Operation
- Service Operation Scope
- Service Operation Key Concepts: Achieving Balance
- Service Operation Functions
- Service Desk
- Service Desk Structures
- Choosing an ITSM / Service Desk Tool
- Technical management – Role
- IT Operation Role
- Application Management
- Service Operation Processes
- Event Management
- Incident Management
- Request Fulfillment
- Problem Management
- Access Management
6. Continual Service Improvement
- CSI Purpose
- The Deming cycle
- The CSI Model
- The 7-Step Improvement Process
- Metrics and Measurement
- CSI Roles
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