Duration: 1 Day

About Information Technology Infrastructure Library

ITIL (Information Technology Infrastructure Library) is a set of best practices for managing IT services and aligning them with business needs. It provides a framework for organizing, delivering, and supporting IT services throughout their lifecycle. ITIL emphasizes processes such as service design, transition, operation, and continual improvement. By following ITIL guidelines, organizations can enhance service quality, reduce costs, and improve overall IT service management.

Course Curriculum:

  • Course Introduction
  • Introduce to - Key Concepts of Service Management
  • Stakeholders of Service Management
  • Service Consumer Roles
  • Products and Services
  • Service Offerings
  • Service Relationships
  • Value Outcomes Costs and Risks Service Relationships
  • Risks
  • Utility and Warranty
  • Four Dimensions of Service Management
  • Organizations and People
  • Information and Technology
  • Selecting the Right Technology, Partners and Suppliers
  • Organization Strategy
  • Value Streams and Processes
  • Factors Affecting Service Providers
  • The ITIL Service Value System
  • Components of SVS
  • Organizational Silos
  • ITIL Guiding Principles
  • Focus on Value
  • Applying the Principle - Focus on Value
  • Applying the Principle on values
  • Progress Iteratively with Feedback
  • Collaborate and Promote Visibility
  • The Service Value Chain Overview
  • Plan/Engage/Improve Activity
  • Design and Transition Activity
  • Obtain or Build Activity
  • Deliver and Support Activity
  • Service Value Streams
  • ITIL Management Practices
  • Continual Improvement
  • Information Security Management
  • Relationship Management
  • Supplier Management
  • Supplier Management Activities
  • Change / incident/problem/release/asset/ configuration mgmt
  • Service Desk
  • Service Level Management