• Course Overview
  • Objectives
  • Prerequisites
  • Course Detail

About the course

This course provides IT leaders, practitioners, support staff and staff interfacing with the organisation’s digital and information systems functions with a practical understanding of the key concepts, common language, principles and practices that enables successful management of modern IT-enabled services.

Objectives

The Objects of this course is to achieve the following knowledge areas:

Prerequisites

To attend this course the participant must have the knowledge about these knowledge areas:

ITIL Fundamentals course outline

Course Outline

Service management as a practice

  • Describe the concept of best practices in the public domain
  • Describe and explain why ITIL is successful
  • Define and explain the concept of a service
  • Define and explain the concept of internal and external customers
  • Define and explain the concept of internal and external services
  • Define and explain the concept of service management
  • Define and explain the concept of IT service management
  • Define and explain the concept of stakeholders in service management
  • Define processes and functions
  • Explain the process model and the characteristics of processes

The ITIL service lifecycle

  • Describe the structure of the ITIL service lifecycle
  • Account for the purpose, objectives and scope of service strategy
  • Briefly explain what value service strategy provides to the business
  • Account for the purpose, objectives and scope of service design
  • Briefly explain what value service design provides to the business
  • Account for the purpose, objectives and scope of service transition
  • Briefly explain what value service transition provides to the business
  • Account for the purpose, objectives and scope of service operation
  • Briefly explain what value service operation provides to the business
  • Account for the main purpose, objectives and scope of continual service improvement
  • Briefly explain what value continual service improvement provides to the business

Key principles and models

  • Service strategy: Describe value creation through services
  • Service design: Understand the importance of people, processes, products and partners for service management
  • Service design: Understand the five major aspects of service design
  • Continual service improvement: Explain the continual service improvement approach
  • Continual service improvement: Understand the role of measurement for continual service improvement

Processes

  • Service strategy: Service portfolio management
  • Service strategy: Financial management for IT services
  • Service design: Service level management
  • Service design: Service catalogue management
  • Service design: Availability management
  • Service design: Information security management
  • Service design: Supplier management
  • Service design: Capacity management
  • Service design: IT service continuity management
  • Service transition: Change management
  • Service transition: Release and deployment management
  • Service transition: Knowledge management
  • Service transition: Service asset and configuration management
  • Service transition: Transition planning and support
  • Service operation: Incident management
  • Service operation: Problem management
  • Service operation: Event management
  • Service operation: Request fulfillment
  • Service operation: Access management
  • Continual service improvement

Functions

  • The service desk function
  • The technical management function
  • The application management function
  • The IT operations management function

Roles

  • Process owner
  • Process manager
  • Process practitioner
  • Service owner

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