ITIL Course Outline

Day 1

  • An Introduction to IT Service Management
  • Lifecycles and Strategies
  • Service Design – Principles, Processes and Roles
  • Evening work & Revision

Day 2

  • Review of evening work and day 1
  • Service Transition – Principles, Processes and Roles
  • Service Operation – Principles, Processes, Roles and Functions
  • Evening work, Revision & Mock Exam

Day 3

  • Review of evening work and day 2
  • Interfaces and Continual Service Improvement
  • Technology and Architecture
  • Certification scheme
  • Mock Exam and review
  • Exam

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

  • Service management as a practice – the concept of good practice, the concept of a service, the concept of service management, define roles, processes and functions
  • The Service Lifecycle – The service lifecycle and its key concepts, the business value of the phases of the lifecycle
  • Key Concepts and Definitions – Key terminology of service management, key principles and models
  • Service Strategy – The four main activities of service strategy, the main goals and objectives of service strategy, basic overview of value creation through services, overview of the five service strategy processes
  • Service Design – The importance of people, processes, products and partners, the five major aspects of service design, different sourcing approaches and options, overview of the seven service design processes
  • Service Transition – The service V model, overview of the five service transition processes
  • Service Operation – IT service versus technology components, quality of service versus costs of service, reactive versus proactive, overview of the five key service operation processes
  • Continual Service Improvement – Objectives of continual service improvement, the seven step improvement process
  • Functions – The service desk, technical management, application management, IT operations management
  • Roles – The role of the process owner, the role of a service owner, the role of the RACI model in determining organisational structure
  • Technology and Architecture – Requirements for an integrated set of service management technology, how service automation assists with integrated processes


Registration

Individuals or companies who want to register to this training may contact us or enlist through the linked button below.

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