Information Technology Infrastructure Library ITIL V3.0
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 organized to deliver business value, documenting the processes, functions and roles of IT Service Management (ITSM). In addition to this published material, ITIL is supported by a comprehensive qualifications scheme, accredited training organizations, and implementation and assessment tools. This ITIL training program is a great ways to study for the exam so that you can pass it on your first try with flying colors. Taught by certified instructors the ITIL v3 training programs, program delivers a quality education that will successfully help you enhance your IT career.
Course Materials
Student workbook including classroom presentation and sample exams.
Introduction to Service Management
The importance of Service Management
Definition of a Service and Service Management
The need for a service culture
Service Management as a practice
The Service Lifecycle
Objectives and business value for each phase of the lifecycle
Main goals and value to the business provided by each lifecycle phase:
- Service Strategy, Design, Transition and Operation
- Continual Service Improvement
Key Principles and models of ITSM
Types of service providers
Five major aspects of Service Design
Service V model
Continual Service Improvement model
Processes and Functions
Characteristics of a process
Objectives, business value, basic concepts, roles and interfaces of:
- Service Portfolio Management
- Service Level Management
- Incident Management
- Change Management
Objectives and basic concepts of:
- Demand Management
- Financial Management
- Service Catalogue Management
- Availability Management
- Capacity Management
- Supplier Management
- Information Security Management
- IT Service Continuity Management
- Service Asset and Configuration Management
- Release and Deployment Management
- Event Management
- Problem Management
- Request Fulfillment
- Access Management
- The 7 step improvement process
Overview of the functions:
- Service Desk
- Application Management,
- Operations Management
- Technical Management
Organization structure and key roles
Technology and Architecture