ITIL® Foundation 2011 Edition هذه الدورة تدرس باللغة الإنجليزية

تفاصيل الدورة

This course covers the latest version of core ITIL® best practices presented from a lifecycle perspective. The course introduces the principles and core elements of IT service management (ITSM) based on ITIL® 2011 Edition.

Course Outline

1 - Introduction

• Introduction/Housekeeping
• Introduction to key ITIL® concepts
• IT as a Service
• Introduction to processes and process management
• The Service Lifecycle approach

2 - Service Strategy

• Purpose, goal, objectives & Scope
• Value Creation through Services
• Assets - Resources and Capabilities
• Service Strategy - Main activities
• Service Strategy processes
• Service Portfolio management
• Demand management
• Financial management
• Business Relationship Management

3 - Service Design

• Purpose, goal, objectives & Scope
• Service Design processes
• The 4 P’s
• Service Design aspects
• Service Catalog Management
• Service Level Management
• Capacity Management
• Availability Management
• IT Service Continuity Management
• Service Portfolio
• Information Security Management
• Supplier management
• Design Coordination

4 - Service Transition

• Purpose, goal, objectives & Scope
• Service Transition value to the business
• Technology and architecture in Service Transition
• Service Transition Processes
• Change Management
• The 7 R’s of Change Management
• Service Asset and Configuration Management
• Release and Deployment Management
• Knowledge Management

5 - Service Operation

• Purpose, goal, objectives & scope
• Service Operation definitions
• The Service Desk
• Technical Management
• Application Management
• IT Operations Management
• Service Operations Processes
• Event Management
• Request Fulfillment
• Problem Management
• Access Management

6 - Continual Service Improvement

• Purpose, goal, objectives & scope
• Models and Processes
• The Deming Cycle
• Measurement and metrics
• Continual Service Improvement activities
• Risk management
• Continual Service Improvement interfaces
• Interface with Service Level Management

7 - Exam Preparation

• Sample Exams
• Feedback
• Recap

Target Audience: IT Professionals, IT Support Staff, Application, Project and Business Managers, Any member of an IT team involved in the delivery of IT Services.

Related Certifications:

• ITIL Foundations

Related Exams:

• ITIL Foundations