ITIL Foundation - Information Technology Infrastructure Library Service Management

At course completion the participants will gain knowledge on:

• The ITIL Processes and (1) Function within ITIL
• A thorough understanding of the Goals and definitions for each process.
• The roles, responsibilities, and activities for each process
• The relationship of each ITIL process

ITIL, formerly an acronym for Information Technology Infrastructure Library, is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business.

The Foundation level is the entry level qualification which offers a general awareness of the key elements, concepts and terminology used in the ITIL service lifecycle, including the links between lifecycle stages, the processes used and their contribution to service management practices.

This course provides a practical understanding of ITIL key concepts, principles, processes, and functions  and prepares students to pass the ITIL Foundation exam.

ITIL Core Concepts
• Services
• Service Management
• ITIL as a Good Practice Framework
• The Service Lifecycle
• Processes
• ITIL Processes by Lifecycle Phase
• Functions
• Roles

Organizing For Service Management
• ITIL® Functions
• Service Desk
• Technical Management
• Application Management
• IT Operations Management
• The RACI Model

Service Strategy
• Overview
• Business Value
• Concepts and Models
• Business Case
• Return on Investment (ROI)/Value on Investment (VOI)
• Value: Utility and Warranty
• Service Assets
• The Service Portfolio
• The Service Belt
• Processes
• Service Strategy
• Service Portfolio Management
• Demand Management
• IT Financial Management

Service Design
• Overview
• Business Value
• Concepts and Models
• Quality Must Be Built-In
• The Service Catalog
• The Four P’s of Service Design
• The Five Aspects of Service Design
• Service Design Processes
• Service Catalog Management
• Service Level Management
• Availability Management
• Capacity Management
• IT Service Continuity Management
• IT Security Management
• Supplier Management

Service Transition
• Overview
• Business Value
• Concepts and Models
• Service V-Model
• Change
• Request for Change
• Change Types
• Change Authority
• Change Advisory Board
• Emergency Change Advisory Board
• Change Model
• Release
• Release Unit
• Baseline
• Configuration Management System (CMS)
• Configuration Item (CI)
• Service Transition Processes
• Change Management
• Service Asset and Configuration Management
• Release and Deployment Management
• Minor Service Transition Processes

Service Operation
• Overview
• Business Value
• Concepts and Models
• Balance
• Communication
• Incident
• Problem
• Error
• Known Error
• Event
• Service Operation Processes
• Incident Management
• Problem Management
• Event Management
• Service Request Fulfillment
• Access Management

Continual Service Improvement
• Overview
• Business Value
• Concepts and Models
• The Role of Measurement
• Objectives, CSFs, KPIs, Metrics, and Measurements
• The Deming Cycle
• The Continual Service Improvement Model
• Service Improvement Plan (SIP)
• Continual Service Improvement Processes
• The Seven Step Improvement Process
• Service Level Management

Technology and Architecture
• The Role of Automation
• Automation Tips
• Information Systems Discussed Within ITIL®

This course is for all IT service personnel, within an Organization. Participants could be:

1. IT technicians
2. IT Managers
3. Network administrators/engineers
4. Security administrators/engineers
5. Developers

• Lecture
• Discussion
• Case study
• Exercises