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- ITIL Fundamentals training
- About the course
- Objectives
- Prerequisites
- Course Outline
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.
Upon Completion of this Course, you will accomplish following:
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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
Participants are required to meet the following prerequisites:
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IT Engineers with knowledge of IT service management and ticketing systems
40 Hours
Service management as a practice
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
Contact Us and let our consultant support you to assess the training requirements for your organization