Course Introduction

ITIL Foundation is the most widely acknowledged entry-level ITIL certification for IT professionals. Today’s IT departments need qualified experts who can deliver effective IT services. This training will show you the ITIL services lifecycle, how lifecycle stages are linked, processes involved, and best practices for enhancing the quality of IT service management to reduce costs and increase productivity. 

The Foundation exam is the entry level certification and offers you a general awareness of the key elements, concepts and terminology used in the ITIL service lifecycle, including the links between lifecycle stages, the processes used and their contribution to service management practices.


Introduction

ITIL Concepts

  •  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

Service Operation

  •   SO Functions
  •   Service Desk
  • Technical Mgmt
  • IT Operations Mgmt
  • Application Mgmt
  •   Enabling Tools and Technology

 

Service Transition

  •  Transition and Support Mgmt
  • Service Asset and Configuration Mgmt
  • Configuration Management Systems
  • Definitive Media Library
  • Release and Deployment Mgmt
  • Service Testing and Validation Mgmt
  • Evaluation Mgmt

Service Design

  • Goals and Objectives
  • Value to the Business
  • 4 Ps of Service Design
  • Service Catalog Mgmt
  • Service Level Mgmt
  • Security Mgmt
  • Tactical Aspects of Service Design

Service Strategy

  • 4 P’s of Service Strategy
  • Service Portfolio Mgmt
  • Demand Mgmt
  • Financial Mgmt
  • Business Case
  • Enabling Tools and Technology

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