 ITIL.pdf | 488 Kb |
Overview
The IT Infrastructure Library® (ITIL®) is the most widely accepted approach to IT Service Management in the world. ITIL® is a Best Practice framework that has been drawn from both the public and private sectors internationally. It describes how IT resources should be organised to deliver business value, documenting the processes, functions and roles of IT Service Management (ITSM).
This Foundation course is designed to enable delegates to understand the disciplines and processes that help service management staff to deliver and support quality products and services. During the course, delegates will gain knowledge of the internationally recognised Best Practice terminology, structure, basic concepts and the core principles of ITIL® practices for Service Management. At the end of the course participants will be ready to sit the ITIL® Foundation examination.
Learning Outcomes
- Use the common ITIL terminology
- Understand the importance of People, Processes, Products and Partners for Service Management
- Understand the characteristics of a best practice Service Desk
- Understand how the Service Management processes contribute to the Service Lifecycle
- Understand the high level objectives, scope, basic concepts, activities and challenges for five of the core processes
- Understand how ITIL processes relate to their roles and responsibilities in their own organisation
Target Group
ITIL is primarily targeted at people responsible for managing the delivery of IT services, however all staff involved in delivering IT services will find the course useful. IT directors need to be aware of ITIL to ensure that appropriate staff members within their organisations have the required level of knowledge It is also of importance to business staff, both managers and day-to-day customers or end users involved in building good relationships with their IT service providers. Software developers, maintainers and testers need to be aware of IT service management requirements so that they can understand their relationship with IT service managers and ensure that requirements are incorporated into new and revised products and services from the outset. The guidance is useful to any size of organisation, in both the public and private sectors.
Course Outline
Overview of ITIL® and Service Management
- Objectives of course
- What is Service Management?
- What are services?
- Early history of ITIL® and the future of ITIL®?
- ITIL® examination bodies
- Complimentary standards and publications
- Why is good practice needed?
- Benchmarking
- Overview of the ITIL® Service Lifecycle stages
- Functions, processes and roles explained
- Topic quiz
Service Strategy
- Session objectives including an overview and introduction to Service Strategy
- Key concepts within Service Strategy
- The Service Portfolio and the Service Catalogue
- Service Strategy processes
- Components of value and value creation
- Service Portfolio management process and roles
- Demand management process and roles
- Generic roles, Service Owner, Process Owner, Process Manager, Process Practitioner, Product Manager and the Business Relationship Manager role
- Topic quiz
Service Design
- Overview of Service Design
- Supplier and Service Level management
- Service Catalogue management
- Availability management
- Information Security management
- Capacity management
- IT Service Continuity management
- Design coordination
- Topic quiz
Service Transition
- Overview of the Service Transition stage of the Service Lifecycle
- Service Transition processes
- Roles involved with Service Transition activities
- Session summary
- Topic quiz
Service Operation
- Overview of the Service Operation stage of the Service Lifecycle
- Incident management process, problem management, event management, request fulfillment, access management methods, activities and tools, generic process activities
- Service desk and other functions
- Session summary
- Topic quiz
Continual Service Improvement
- Overview of the Continual Service Improvement stage of the Service Lifecycle
- CSI tools and techniques including the Deming cycle, CSI model and the CSI register
- 7 Step Improvement process model
- Roles involved in CSI
- Session summary
Technology and Architecture
- Objectives for use of technology and tools
- Tool evaluation and tool selection process considerations
- Tools and technology across the Service lifecycle stages
- Session summary
Exam Method
The ITIL Foundation certificate is an internationally recognized qualification and is a pre-requisite for further qualifications in ITIL. It comprises a 60 minute, 40 question multiple choice, closed book examination. A score of 65% (26 out of 40 correct answers) is required to pass. Delegate will sit for the ITIL Foundation Exam on the last day of training at a Prometric Exam Centre.