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- ITIL Fundamentals training
- 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:
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How ITIL guiding principles can help and organization to adopt and adapt service management
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The 4 dimensions of service management
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The purpose and components of the service value system
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The activities of the service value chain and how the interconnect
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Know the purpose of key ITIL practices
Prerequisites
To attend this course the participant must have the knowledge about these knowledge areas:
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IT Engineers with knowledge of IT service management and ticketing systems
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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