تفاصيل الدورة

In this course, students will describe the basic fundamental concepts of ITIL® , and identify the phases of the IT Service Management Lifecycle.

Lesson 1: Introduction and Basic Concepts

  • Business and IT Integration: The Challenges
  • What is a Service?
  • What is Service Management?
  • Service Management in practice
  • What is IT Governance?
  • Processes and Functions
  • Roles and the RACI model
  • Basic Concept of Generating Added Value (Utility & Warranty)
  • Behaviour, Attitude and Culture Service Lifecycle
  • What is ITIL® ?
  • Why is ITIL® so successful?

Lesson 2: Service Strategy

  • An overview of the Service Strategy Phase
  • Generating Added Value through Services
  • Service Level Packages
  • A model of Business Activities
  • Resources and Abilities
  • Risk Management
  • Service Portfolio Management
  • Financial Management for IT Services
  • Business Case
  • Business Relationship Management

Lesson 3: Service Design

  • Overview of the Service Design Phase
  • The 4 Ps of Service Management
  • The 5 Main Aspects of Service Design
  • Service Design Packages
  • Service Level Management
  • Service Catalogue Management
  • Availability Management
  • Information Security Management
  • Supplier Management
  • Capacity Management
  • IT Service Continuity Management
  • Design Co-ordination
  • Abilities and Training

Lesson 4: Service Transition

  • Overview of the Service Transition phase
  • The Principles and Policy of the Service Transition Phase
  • Change Management
  • Release and Deployment Management
  • Knowledge Management
  • Service Asset and Configuration Management
  • Transition Planning and Support

Lesson 5: Service Operation

  • Overview of the Service Operation Phase
  • The Principles and Roles of Communication in the Service Operation Phase
  • Incident Management
  • Problem Management
  • Event Management
  • Request Fulfilment
  • Access Management
  • Service Desk Technical Management
  • Application Management
  • IT Operation Management Functions

Lesson 6: Continual Service Improvement

  • The Continual Service Improvement Phase
  • The Continual Service Improvement Approach
  • The Deming Cycle
  • The Role of Measuring for the Continual Service Improvement Types of Metrics
  • The 7-stage Improvement Process Service Reporting

Prerequisites

End-user level computer and networking skills are required. Some level of work experience in IT service support or IT service delivery is highly recommended. 

تحديث بتاريخ 08 November, 2015

نبذة عن معهد New Horizons Singapore

Whether the training is for one individual or several hundred employees in multiple locations across the globe, New Horizons has a training program to fit any company or any individual need. We deliver a full range of technical, application and business skills training solutions. Our training ranges from basic application and desktop productivity tools (i.e., Project, Excel, PowerPoint) to complex and integrated business systems (i.e., information security, ITIL, Microsoft, Cisco and Novell). New Horizons offers classroom, mentored and distance learning options for virtually every desktop application used in the world of business

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