ITIL is the most widely adopted approach for IT Service Management in the world. It provides a practical, no-nonsense framework for identifying, planning, delivering and supporting IT services to the business. This class prepares you to sit for the ITIL Foundation certificate exam.Course OutlineUnit 1: IntroductionTopic A: Course ObjectivesTopic B: Certification RequirementsTopic C: ITIL Qualification SchemeUnit 2: Service ManagementTopic A: Understanding ServicesTopic B: What Is ITIL?Topic C: Service LifecycleTopic D: ITIL Processes and FunctionsTopic E: ITIL Roles and ResponsibilitiesTopic F: ITIL Service and Process RolesUnit 3: Service Strategy OverviewTopic A: Overview of Service StrategyTopic B: Value of ServicesTopic C: Service AssetsTopic D: Business Relationship ManagementTopic E: Service Portfolio ManagementTopic F: Demand ManagementTopic G: Financial Management for IT ServicesUnit 4: Service Design OverviewTopic A: Key ConceptsTopic B: Design CoordinationTopic C: Service Level ManagementTopic D: Service Catalog ManagementTopic E: Supplier ManagementTopic F: Availability ManagementTopic G: Capacity ManagementTopic H: Information Security ManagementTopic I: IT Service Continuity ManagementUnit 5: Service Transition OverviewTopic A: Transition Planning and SupportTopic B: Service Asset and ConfigurationManagementTopic C: Change ManagementTopic D: Release and DeploymentManagementTopic E: Knowledge ManagementUnit 6: Service Operation OverviewTopic A: Incident ManagementTopic B: Event ManagementTopic C: Problem ManagementTopic D: Access ManagementTopic E: Request FulfillmentUnit 7: Service Operation FunctionsTopic A: Service DeskTopic B: Technical ManagementTopic C: Application ManagementTopic D: IT Operations ManagementUnit 8: Continual Service ImprovementOverviewTopic A: Purpose, Value & Scope of ContinualService ImprovementTopic B: Service Measurements & MetricsTopic C: Seven-step Improvement ProcessUnit 9: Tools and Technology ConsiderationsUnit 10: Preparing For and Taking theCertification Exam
Overview
Taught by
Computer Training Source, Inc.
