ITIL Training Overview
This course is designed for all levels of IT Service and Support staff. This courseware provides IT professionals with the knowledge to write the accredited industry certification exam for ITIL® Foundations certificate in IT Service Management. The Foundation level focuses on knowledge and comprehension to provide a good grounding in the key concepts, terminology and processes of ITIL V3. At this level, the qualification remains very similar to the ITIL V2 Foundation qualification. Whether adopting ITIL® or embarking on continuous service improvement, participants will gain a fundamental understanding of how IT Service Support and Delivery can be best organized to align IT with business needs, improve service quality and reduce long-term costs.
ITIL Training Audience
- Members of Help Desks, Call Centers, or Service Desks
- IT Management
- Employees who support any aspect of IT Operations Management
- Relationship managers who are the interface between IT and the business
- Anyone who wants to attain the ITIL® Diploma, which consists of 22 education credits that includes the Foundation Level, and the intermediate level. The intermediate level consists of either the Capability stream or the Lifecycle stream.
ITIL Qualification Scheme
There are four levels with the ITIL qualification scheme beginning with the foundation level, two intermediate levels, and an advanced level.
- The Foundation level focuses on knowledge and comprehension to provide a good grounding in the key concepts, terminology and processes of ITIL
- The Intermediate level is split into two streams. Candidates are able to take units from either stream. At the end of these two streams, the course titled “Managing across the Lifecycle” brings together the full lifecycle approach to service management.
- Progression through the first two levels will earn credits to achieve the ITIL diploma.
- The Advanced Level Diploma develops a candidate’s ability to apply the ITIL concepts in new areas of practice.
Prerequisites
- Students should have a minimum of 1 – 2 years of IT experience
Course Content Includes:
- Course manual, mock exams
- Throughout the courseware, examples will be used to illustrate how ITIL relates to each student’s daily activities and they will work on exercises to reinforce the ITIL Core Lifecycle. The content of the course is designed to provide a balance of theory, practical application and self-study components.
Recommended Teaching Schedule
Day 1
- Introductions
- ITIL Overview
- IT Service Management as a Practice
- ITIL Core Lifecycle Stages
- Service Operations Processes
Day 2
- Service Operation Processes con’t
- Service Design Processes
- Service Transition Processes
Day 3
- Service Strategy Lifecycle Processes
- Continual Service Improvement Processes
- Review
- Exam Registration
Course duration
3 days
ITIL Training Course outline
SCHEDULE ITIL OVERVIEW
SERVICE MANAGEMENT AS A PRACTICE
- IT SERVICE MANAGEMENT (ITSM)
- PROCESS MANAGEMENT
ITIL CORE LIFECYCLE
ITIL CORE LIFECYCLE STAGES
- SERVICE STRATEGY
- SERVICE DESIGN
- SERVICE TRANSITION LIFECYCLE STAGE
- SERVICE OPERATION STAGE
- CONTINUAL SERVICE IMPROVEMENT
ITIL CORE LIFECYCLE PROCESSES
SERVICE STRATEGY
- THE SERVICE PORTFOLIO MANAGEMENT (SPM) PROCESS
- THE DEMAND MANAGEMENT PROCESS
- THE FINANCIAL MANAGEMENT PROCESS
SERVICE DESIGN
- THE SERVICE CATALOGUE MANAGEMENT PROCESS
- THE SERVICE LEVEL MANAGEMENT PROCESS
- THE AVAILABILITY MANAGEMENT PROCESS
- THE INFORMATION SECURITY MANAGEMENT PROCESS
- THE SUPPLIER MANAGEMENT PROCESS
- THE CAPACITY MANAGEMENT PROCESS
- THE IT SERVICE CONTINUITY MANAGEMENT PROCESS
SERVICE TRANSITION
- THE CHANGE MANAGEMENT PROCESS
- THE RELEASE AND DEPLOYMENT MANAGEMENT PROCESS
- THE SERVICE ASSET AND CONFIGURATION MANAGEMENT PROCESS
SERVICE OPERATION FUNCTIONS AND ROLES
- THE SERVICE DESK FUNCTION
- THE TECHNICAL MANAGEMENT FUNCTION
- THE APPLICATION MANAGEMENT FUNCTION
- THE IT OPERATIONS MANAGEMENT FUNCTION
SERVICE OPERATION LIFECYCLE PROCESSES
- THE EVENT MANAGEMENT PROCESS
- INCIDENT MANAGEMENT PROCESS
- THE REQUEST FULFILLMENT PROCESS
- THE PROBLEM MANAGEMENT PROCESS
- THE ACCESS MANAGEMENT PROCESS
CONTINUAL SERVICE IMPROVEMENT
- THE 7-STEP IMPROVEMENT PROCESS
THE PROCESSES IN THE LIFECYCLE CORE
CLASS EXERCISE TO REINFORCE KNOWLEDGE
MOCK EXAM
REVIEW
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