ITIL V3 Foundation Training - |
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ITIL V3 Foundation
ITIL® is collection of good practices in IT Service Management, developed by OGC and supported by publications, qualifications and an international user group. The course will guide the design, development and use of training materials as well as training aimed at raising individual’s understanding of, and competence in, IT Service Management as described in the
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ITIL® Service Strategy
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ITIL® Service Design
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ITIL® Service Transition
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ITIL® Service Operation
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ITIL® Continual Service Improvement.
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How Service Assets are the basis for Value Creation
Basics of Value Creation through Services
Service Portfolio Management (SPM)
Demand Management
Financial Management
Understand the importance of People, Processes, Products and Partners for Service Management.
The five major aspects of Service Design
Service Level Management (SLM)
Supplier Management
Capacity Management
IT Service Continuity Management
Service V model
Change Management
- Service Asset and Configuration Management (SACM)
Release and Deployment Management
- IT Services versus Technology components.
- Stability versus Responsiveness.
- Quality of Service versus Cost of Service.
- Reactive versus Proactive.
- Incident Management.
- Event Management
- Request Fulfilment
- Problem Management
- Access Management
- The Service Desk function
- The Technical Management function
- The Application Management function
- The IT Operations Management function (IT Operations Control and Facilities Management)
Plan, Do, Check and Act (PDCA) Model to control and manage quality
- Continual Service Improvement Model
- Role of measurement for Continual Service Improvement
- The 7 step improvement process
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