ITIL® FOUNDATION CERTIFICATE هذه الدورة تدرس باللغة الإنجليزية

تفاصيل الدورة

Lesson 1: Introduction
Introduction/Housekeeping
Introduction to key ITIL® concepts
IT as a Service
Introduction to processes and process management
The Service Lifecycle approach
 
Lesson 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
 
Lesson 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
 
Lesson 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
 
Lesson 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
 
Lesson 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
 
Lesson 7: Exam Preparation
Sample Exams
Feedback تحديث بتاريخ 20 July, 2020