100 – ITIL FoundationDownload Course Outline
Title: ITIL Foundation Course 100; 3 Days, Instructor-led
Description: This three-day course introduces learners to the Lifecycle of Managing IT Services to deliver to the business and exceed expectations while optimizing investments. The course is case study driven leveraging Instructor real-life experiences that can be taken back to the office after the course is completed. Key Items covered in the course include the concept of IT Service Management, Processes and Functions, the RACI model, covering the five core disciplines of Service Strategy, Service Design, Service Transition, Service Operations, and Continual Service Improvement. These disciplines represent a Service Lifecycle framework that further enhances alignment to the business while demonstrating business value, ROI and enabling IT to solve specific operational and business needs.
At Course Completion: At the end of this course, participants will be able to: Identify the key principles and concepts of IT Service Management Identify the benefits of implementing ITIL in an organization Identify the Service Management processes and how they map to the Service Lifecycle Identify the basic concepts and definitions related to the Service Lifecycle Identify the activities and roles involved with the Service Lifecycle Identify the relationship of each component of the Service Lifecycle and how they map to other components Identify the factors that affect the effectiveness of the Service Lifecycle
Audience & Prerequisites: This course is suited for a wide range of IT Professionals including Senior Management, Key Business Managers, Business Relationship Managers, Service Desk Professionals, IT Consultants, Business Analysts, Project Managers, Business Process Analysts, System Integrators, Application Developers, and anyone interested in better aligning IT Services to the business.
Course Outline Details: Day 1 Service Management as a Practice Service Lifecycle Service Strategy Service Design Day 2 Service Transition Service Operation Day 3 Continual Service Improvement Technology and Architecture Exam Preparation Examination Unit 1: Course Introduction Unit 2: Service Management as a Practice Best Practices in the Public Domain ITIL as a Good Practice Concept of Service The RACI Model Roles and Responsibilities Unit 3: Service Lifecycle Concepts of Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement Unit 4: Service Strategy Basic Concepts Principles and Models of Service Strategy Processes Service Portfolio Management Financial Management for IT Services Business Relationship Management Unit 5: Service Design Basic Concepts Principles and Models for Service Design Service Solutions for New or Changed Services Management Information Systems and Tools Technology Architecture and Management Architectures Required Processes Measurement Methods and Metrics Process of Service Design Design Coordination Service Level Management Service Catalog, Availability, Information Security Supplier, Capacity, and IT Service Continuity Management Unit 6: Service Transition Change Management Service Asset and Configuration Management Release and Deployment Management Transition Planning and Support Knowledge Management Unit 7: Service Operation Event and Incident Management Request Fulfillment Problem and Access Management Service Operations Functions The Service Desk The Technical, Application, and IT Operation Management Function Complaint Handling and Service Recovery Unit 8: Continual Service Improvement Concepts, Principles and Models of Continual Service Improvement Processes Unit 9: Technology and Architecture Service Automation Competence and Skills for Service Management Competence and Skills Framework Training Unit 10: Exam Preparation
Start Date: 03/11/2019
End Date: 03/14/2019