Overview & Benefits
The ITIL best practices are currently detailed within five core publications which provide a systematic and professional approach to the management of IT services, enabling organizations to deliver appropriate services and continually ensure they are meeting business goals and delivering benefits.
Adopting ITIL can offer users a huge range of benefits that include:
- improved IT services
- reduced costs
- improved customer satisfaction through a more professional approach to service delivery
- improved productivity
- improved use of skills and experience
- improved delivery of third party service.
ITIL Foundation enables you to lay the basis for a complete program of ITIL exams and obtaining various certificates in IT Service Management.
Objectives
Upon successful completion of this ITIL Foundation Training course, students will be able to describe the:
- History and basic concepts of ITIL.
- Continual Service Improvement phase of the IT Service Lifecycle.
- Service Operation phase of the IT Service Lifecycle.
- Various functions of the Service Operation Lifecycle phase of the IT Service Lifecycle.
- Service Transition phase of the IT Service Lifecycle.
- Service Design phase of the IT Service Lifecycle.
- Service Strategy phase of the IT Service Lifecycle.
The objectives of the ITIL 2011 Foundation course are:
- To gain an appreciation of the importance of Service Management to IT and the business
- To understand how ITIL can be used to enhance the quality of IT service management within an organisation
- To enable comprehension and awareness of key areas of the 5 ITIL core books (Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement)
Course Outline
An Introduction to IT Service Management
- What is "Service Management"
- Understanding customer requirements
Service Lifecycle
- The objectives and business value of each phase in the lifecycle
Service Strategy
- Purpose, objectives and scope of Service Strategy
- Value to the business
- Value creation through services
- Purpose, objectives and scope for Service Portfolio Management, Financial Management and Business Relationship Management
Service Design
- Purpose, Objectives and Scope
- Value to the business
- People, Processes, Products and Partners
- The five major aspects of Service Design (designing Service Solutions, Service management system and tools, Management and technology architectures, Processes, Measurement systems, methods and metrics)
- Service Design Processes (including Service Level Management, Availability Management, Capacity Management, IT Service Continuity Management))
Service Transition
- Purpose, objectives and scope
- Value to the business
- Service Transition Processes (Transition Planning & Support, Change Management, Knowledge Management, Service Asset & Configuration Management and Release & Deployment Management)
Service Operation
- Purpose, Objectives and Scope of Service Operation
- Value to the business
- Service Operation Processes (Incident Management, Problem Management, Event Management, Request Fulfilment and Access Management)
- Service Desk function (role, objectives and organisational structures)
- Roles and objectives of Technical Management, Application Management, IT Operations Management (IT Operations Control and Facilities Management)
Continual Service Improvement
- Main purpose, objectives and scope of CSI
- Value to the Business
- The CSI approach
- The Deming Cycle
- The 7-step Improvement Model
- The role of measurement (baselines and types of metrics)
- CSFs and KPIs
Technology and Architecture
- Review of the generic requirements for an integrated set of Service Management Technology
Mock exam and review of topics
Course Schedule:
This ITIL V3 Foundation Certification Training can be completed in 2.5 Days. Classes usually start on Friday evening, and continue on Sat and Sunday. Contact us for the next available training Schedule.
Target Audience
Audience: Who is the course for?
- IT Managers and Staff
- Project Managers
- User Managers
- Other team members involved in IT Service Management
- Those wishing to achieve the ITIL Foundation certification
Pre-requisites: None.
Total Training Duration: 18 hours
How to Register
To register for the next batch, contact us at (65) 6296-2995 or call Kamini at (65) 9066-9991. You can also email to us at training@intellisoft.com.sg.
