MindMajix Live ITIL Training
Introduction to ITIL The Information Technology Infrastructure Library (ITIL) is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. In its current form (known as ITIL 2011 edition), ITIL is published in a series of five core volumes, each of which covers an ITSM lifecycle stage. ITIL underpins ISO/IEC 20000 (previously BS15000), the International Service Management Standard for IT service management, although differences between the two frameworks do exist. ITIL describes processes, procedures, tasks and checklists that are not organization-specific, used by an organization for establishing integration with the organization's strategy, delivering value and maintaining a minimum level of competency. It allows the organization to establish a baseline from which it can plan, implement and measure. It is used to demonstrate compliance and to measure improvement.
Course Curriculum Unit 1: Introduction to service management Topics - ntroduction to Service Management Lifecycle Preview,Principles of IT Service Management Preview,Objectives,IT Service Management Best Practices,Public and Proprietary Practices,Knowledge Check,Service Introduction,Service Management.Service Management Practice,Challenges in Service Management,Benefits of IT Service Management,Stakeholders in Service Management,Internal and External Customers,Internal and External Services,Process,Process Characteristics,Functions Related to Service Management,How Processes and Functions Operate,Roles in Service Management,RACI Model,Types of Service Providers,Supplier and Contracts Unit 2: Service management lifecycle Topics - The Service Lifecycle,Objectives,Components of Service Management Lifecycle,Interactions in the Service Lifecycle,Relationship between Governance and ITSM
Unit 3: Introduction to Service Strategy Topics Service Strategy,Introduction to Service Strategy,Objectives,Service Strategy Overview,Service Strategy Processes,Types of Services,Service Strategy Customers and Users Unit 4: Service Strategy Concepts Topics - Objectives,Service Utility and Warranty,Service Assets,Knowledge Check,Value Creation,Factors that Influence Customer Perception of Value,Customer Perception of Value,Business Outcomes,Service Packages,Business Case and Its Uses,Business Case Structure Risk,Service Management Technology and Automation,Automation Benefits,Service Management Tools
Unit 5: Service Strategy Processes Topics - Objectives,Demand Management Overview,Managing Demand for Services,PBA and UP,PBA and UP (contd.),Service Portfolio Management Introduction,Service Portfolio Management Overview,Service Portfolio Components,Service Portfolio Management Process,Financial Management Overview,Financial Management Activities,Financial Management Benefits,Knowledge Check,Business Relationship Management Overview,BRM External and Internal Service Providers,Business Relationship Manager Responsibility Unit 6: Service Design Topics - Introduction to Service Design,Objectives,Service Design Overview,Roles in Service Design Unit 7: Key Concepts in Service Design Topics - Objectives,4 P’s of Service Design,Major Aspects of Service Design,Service Design Pac
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