ITIL® Foundation 2011 Edition
Students will be introduced to basic concepts used in IT service management. Students will acquire the essential skills and information necessary to lead and manage an IT business service through every stage of its lifecycle.
At the end of this course, students will be able to:
– Describe the history and basic concepts of ITIL.
– Describe Continual Service Improvement in the IT Service Lifecycle.
– Describe Service Operation in the IT Service Lifecycle.
– Describe the various functions of Service Operation Lifecycle in the IT Service Lifecycle.
– Describe Service Transition in the IT Service Lifecycle.
– Describe Service Design in the IT Service Lifecycle.
– Describe Service Strategy in the IT Service Lifecycle.
1 – Introduction to ITIL
The Service Lifecycle
2 – Continual Service Improvement
Purpose, Objectives, and Scope of CSI
3 – Service Operation
Basic Concepts of Service Operation
The Event Management Process
The Incident Management Process
The Problem Management Process
The Request Fulfillment Process
The Access Management Process
4 – Service Operation Functions
The Service Desk Function
The Technical Management Function
The IT Operations Management Function
The Application Management Function
5 – The Service Desk Function
Basic Concepts of Service Transition
The Change Management Process
The SACM Process
The Release and Deployment Management Process
The Knowledge Management Process
6 – Service Design
Basic Concepts of Service Design
The Service Level Management Process
The Service Catalog Management Process
The Availability Management Process
The Capacity Management Process
The Information Security Management Process
IT Service Continuity Management
The Supplier Management Process
7 – Service Strategy
Basic Concepts of the Service Strategy Phase
The Financial Management Process
The Service Portfolio Management Process
The Demand Management Process
The Business Relationship Management Process
8 – Note
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The ITIL Accredited Training Organization logo is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.