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IT Training from the masters

ITIL® Foundation

Individuals who require a basic understanding of the ITIL® framework and how it may be used to enhance the quality of IT service management within an organization

IT professionals that are working within an organization that has adopted and adapted ITIL® who need to be informed about and thereafter contribute to an ongoing service improvement program

Those who need understanding of how ITIL® can be used to enhance the quality of IT service management within an organization

Course Content :
Service management as a practice:
  • Concept of best practices in the public domain
  • Why ITIL® is successful?
  • Concept of a service
  • Concept of internal and external customers
  • Concept of internal and external services
  • Concept of service management
  • Concept of IT service management
  • Concept of stakeholders in service management
  • What are processes and functions?
Definitions:
Defining and explain following key concepts
  • Utility and Warranty
  • Assets, resources and capabilities
  • Service portfolio
  • Service catalogue and Different view of Service Catalogue
  • Governance
  • Business case
  • Risk management
  • Service provider
  • Supplier
  • Service level agreement
  • Operational level agreement
  • Underpinning contract
  • Service design package
  • Availability
  • Service knowledge management system
  • Configuration item
  • Configuration management system
  • Definitive media library (DML)
  • Change and its types
  • Event
Key Principles and Models:
  • Service strategy: Value creation through services
  • Service design: Understand the importance of four P’s for service management, Understand the five major aspects of service design
  • Continual service improvement: the continual service improvement approach, Understand the role of measurement for continual service improvement and discuss key concepts ( Relationship between CSF’s and KPI’s, Baselines, Type of Metrics)
  • Processes: The purpose of this module is to help the participant understand how the service management processes contribute to the ITIL service lifecycle, to explain the purpose, objectives, scope, basic concepts
  • Service Strategy: (Service portfolio management, Financial management for IT services, Business relationship management)
  • Service Design: (Service level management, Service catalogue management, Availability management, ISM, Supplier management, Capacity management, IT service continuity management, Design coordination)
  • Service Transition: (Change management, Release and deployment management, Knowledge management, Service asset and configuration management.
  • Service Operation: (Incident management, Problem management, Event management, Request fulfillment, Access management)
  • Continual Service Improvement: (The seven-step improvement process)
Functions:
  • Role, objectives and organizational structures
  • The technical management function, application management function, IT operations management function, service desk function
Roles:
  • RACI Model
  • Process Owner
  • Process Manager
  • Process Practitioner
  • Service Owner

Courses