ITIL® - IT Service Management - ITIL Foundation

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ITI392en

This course covers processes, techniques et problems related to IT service support and IT service delivery as defined in the CCTA/OGC IT Infrastructure Library (ITIL). By the end of the course, students will be prepared to write the APMG « ITIL® V3 Foundation » exam (international certification) on IT service management.

Prerequisites

Three to six months of work experience in an IT organization

Target Audience

This course is for people who are involved on a daily basis with the planning, delivery and support of IT services, as well as the management of IT organizations.

Objectives

Describe the processes, functions, and roles necessary in an IT organization to provide quality IT services to the organization;
Apply ITIL principles to concrete situations;
Confidently pass the APMG certification exam thanks to your subject knowledge.

Topics Covered

Introduction to IT Service Management and best practices
IT Service Lifecycle
Planning IT Service Improvement based on a proven reference model
Roles and responsibilities in IT service management: beyond the organization
Full standard vocabulary for describing IT Service Management
Realigning the organization according to a service centered perspective
Objectives of the 25 processes and functions described by the ITIL V3 framework
Service Operation
- Service Desk (function)
- Other functions
- Event Management
- Access Management
- Request Fulfillment
- Incident Management
- Problem Management
Service Transition
- Change Management
- Release and Deployment Management
- Service Asset and Configuration Management
- Evaluation
- Service Validation and Testing
- Knowledge Management
- Transition Planning and Support
Service Design
- Service Level Management
- Service Catalogue Management
- Capacity Management
- Availability Management
- IT Service Continuity Management
- Information Security Management
- Supplier Management
Service Strategy
- Generating Service Strategy
- Demand Management
- Service Portfolio Management (SPM)
- Financial Management for IT services
Continual Service Improvement
- The 7 steps of Service Improvement
- Service Measurement
- Service Reporting
Roles and Responsibilities
Management information systems
Tools