ITIL V3.

By utilizing the ITIL approach, organizations of all sizes can:-

(1) align business objectives and IT services;

(2) improve IT service quality; and

(3) decrease the costs of IT service delivery and support.

ITIL - the Information Technology Infrastructure Library - is the most widely-accepted approach to IT Service Management in the world. It provides a cohesive set of best practice, drawn from the public and private sectors internationally. ITIL is supported by a comprehensive qualification scheme, accredited training organizations, and implementation and assessment tools. The best-practice processes promoted in ITIL both support and are supported by the British Standards Institution’s Standard for IT Service Management (BS15000).

ITIL is the only comprehensive, publicly available, non-proprietary source of service management best practices. It provides a foundation from which to build and guide IT Service Management efforts. In fact, the Microsoft Operations Framework (MOF), which provides guidelines on how to plan, deploy, and maintain IT operational processes in support of mission-critical service solutions is primarily based on ITIL.
This hands-on, instructor-led program will introduce you to the fundamentals of IT Service management as described in version 3 of the IT Infrastructure Library. This course helps you prepare for and you will take the certification exam on the last day.

Who Should Attend:
Senior IT and business executives, IT management and staff, consultants, project managers and other interested in learning about IT Service Management

At course completion you will:

• Understand how ITIL processes can improve IT operations
• Understand ITIL's processes
• Understand the main activities of each process
• Be aware of key ITIL definitions
• Understand the scope and operation of an ITIL-compatible Service Desk
• Be prepared to sit for and pass the ITIL Foundation Certificate Examination

 

Pre-requisites

There are no specific prerequisites required for attending this course.  ITIL Service Management Essentials is an introductory-level course intended for IT professionals responsible for developing, supporting, and operating application-based IT services (e.g., messaging) and infrastructure-based IT services (e.g., network services).
The course materials, lectures, and lab exercises are in English. To benefit fully from our instruction, students need an understanding of the English language and completion of the prerequisites.

Course Outline

Module 1	Introduction
Module 2	ITIL Concepts
Module 3	Continuous Service Improvement
Module 4	Service Operation
Module 5	Service Transition
Module 6	Service Design
Module 7	Service Strategy
Module 8	Review Program

 

START DATE
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