ITIL Online Training
Introduction to ITIL Training 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.
Course Curriculum Unit 1 Introduction to service management Topics - Introduction 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,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 Design Topics - Introduction to Service Design,Objectives,Service Design Overview,Roles in Service Design.
Unit 5: Key Concepts in Service Design Topics - Objectives,4 P’s of Service Design,Major Aspects of Service Design,Service Design Pac. Unit 6: Introduction to Service Transition Topics - Service Transition,Objectives,Service Item,Configuration Management System.
Transition
Overview,Configuration
Unit 7: Introduction to Continual Service Improvement Topics - Continual Service Improvement,Objectives,CSI Overview. Unit 8: Key Principles and Models Topics Objectives,CSI and Organisational Change,CSI Register,Service Measurement,CSI Monitor and Measure,Types of Metrics,CSI Measurement and Metrics,CSF and KPI Examples,CSI PDCA Deming Cycle,Seven-Step Improvement Process Overview,Seven-Step Improvement Process Scope,Seven-Step DIKW Model,CSI Model.
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