ITIL Essentials - Course Content
Three Day Foundation Certificate Course in IT Service Management
1. Introduction
- History of ITIL
- ITIL Qualification scheme
2. Service Management as a practice
- Service
- Service Management
- Processes
- Roles
- Organisation
3. The Service Lifecycle
- The Structure, Scope, Components and Interfaces of the ITIL Library
- ITIL Service Life cycle
4. Service Strategy
- Service Models
- Service Portfolio Management
- Demand Management
- Financial Management
- Return on Investment
5. Service Design
- Service Catalogue Management
- Service Level Management
- Capacity Management
- Availability Management
- IT Service Continuity Management
- Information Security Management
- Supplier Management
6. Service Transition
- Change Management
- Service Asset and Configuration Management (SACM)
- Release and Deployment Management
- Service Knowledge Management
7. Service Operation
- Incident Management
- Event Management
- Request Fulfilment
- Problem Management
- Access Management
8. Continual Service Improvement
- The Continual Service Improvement Model
- IT Governance across the Service Lifecycle
9. Technology and Architecture
- Generic requirements for an integrated set of Service Management Technology
- Understand how Service Automation assists with integrating Service Management processes
10. Related Standards and Frameworks
- ISO/IEC 20000
- ISO 27000
- ISO 9000
- ISO 19770
- ISO 15504
- SixSigma
- COBIT
- CMMI
11. ITIL Simulation
- The simulation puts course participants in the shoes of an organisation doing its best to maximise revenue through day-to-day operations
- Experience how to improve (ITIL) processes so as to achieve business goals
- Demonstrate improvements through a balanced approach encompassing people, process and technology
12. Implementing ITIL
- Implementation tips and tricks
- Business case and KPIs
- Aligning People, Process, Technology and Organisational requirements
