The Information Technology Infrastructure Library (ITIL) is a set of best practices that may be used mto deliver high quality IT services. ITIL’s body of knowledge represent the consensus derived from over a decade of work and experience by thousands of IT professionals world-wide, earning for it the status as de facto world standard for IT service management best practices.
ITIL 2011 is the latest evolution of ITIL. ITIL Awareness is an important first step when beginning to consider the implementation of ITIL and an effective, efficient component of an ITIL implementation program.
There are no prerequisites for this course although a background on IT as well as the participant’s own business environment will be beneficial.
Unit 1: Introduction to ITIL
· What is Service Management
· Benefits of Service Management
· History of ITIL
· ITIL Concepts
· The Service Lifecycle
Unit 2: Service Strategy
· Strategy Management
· Business Relationship Management
· Service Portfolio Management
· Demand Management
· Financial Management
Unit 3: Service Design
· Design Coordination
· Capacity Management
· Availability Management
· Service Level Management
· Information Security Management
· IT Service Continuity Management
· Service Catalog Management
· Supplier Management
Unit 4: Service Transition
· Change Management
· Knowledge Management
· Service Asset and Configuration Management
· Change Evaluation
· Service Validation and Testing
· Transition Planning and Support
· Release & Deployment
Unit 5: Service Operations
· Service Desk
· Applications Management
· IT Operations Management
· Technical Management
· Access Management
· Event Management
· Incident Management
· Problem Management
· Request Fulfillment
Unit 6: Continual Service Improvement
· CSI Model
· Deming Cycle
· 7-Step Improvement Process