Course Outline
Special Note to New Hampshire ResidentsThis course has not yet been approved by the New Hampshire Department of Education. Please contact us for an update on when the class will be available in New Hampshire.
Course Description
This 3 day hands-on 2011 Foundation certification training program introduces the student to the fundamentals of IT Service Management as described in version 3 of the IT Infrastructure Library. Accredited by Axelos, the course helps students prepare for the certification exam along with acquiring valuable insights from instructors with extensive practical experience in managing IT organizations and deploying successful ITIL-based Service Management programs.
This course features lectures, discussion, team exercises and quizzes.
Who Should Attend
Senior IT and business executives, IT management and staff, consultants, project managers and others interested in learning about IT Service Management.
Exam
An exam voucher code will be issued to each student.
Course Outline
Day 1
• Introduction
• ITIL Concepts
Good Practices
Services
Processes
Roles
Functions
Governance
• Continuous Service Improvement
Goals and Objectives
Value to the Business
CSI Model
Integration with other Frameworks, Models, and Quality Systems
CSI Drivers
Deming PDCA
7-Step Improvement Model
RACI Matrix
Ownership and its role in driving CSI
• Service Operation
Goals and Objectives
Value to the Business
Incident Management
Problem Management
Event Management
Request Fulfillment
Access Management
SO Functions
Service Desk
Technical Mgmt
IT Operations Mgmt
Application Mgmt
Enabling Tools and Technology
Day 2
• Review Day 1
• Service Transition
Goals and Objectives
Value to the Business
Service V Model
Transition and Support Mgmt
Change Mgmt
Service Asset and Configuration Mgmt
Configuration Management Systems
Definitive Media Library
Release and Deployment Mgmt
Service Testing and Validation Mgmt
Evaluation Mgmt
Knowledge Mgmt
Enabling Tools and Technology
• Service Design
Goals and Objectives
Value to the Business
4 Ps of Service Design
Service Catalog Mgmt
Service Level Mgmt
Availability Mgmt
Capacity Mgmt
Security Mgmt
IT Service Continuity Mgmt
Supplier Mgmt
Tactical Aspects of Service Design
5 key aspects of a service design
Roles and responsibilities
Enabling Tools and Technology
Day 3
• Review Day 2
• Service Strategy
4 P’s of Service Strategy
4 step Service Strategy Process
Service Portfolio Mgmt
Demand Mgmt
Financial Mgmt
Business Case
Enabling Tools and Technology
• Review Program
• Self-Study, Exam Prep.
ITIL is a registered trademark of Axelos Limited and all related courses are delivered in partnership with Deep Creek Center, an accredited ITIL training organization.
View outline in Word
XIL100