Information Technology Infrastructure Library Diplomatic Area, Manama

Course details

ITIL (IT Infrastructure Library) provides a framework of Best Practice guidance by OGC for IT Service Management and since its creation, ITIL has evolved as the best practices documented, over the years has grown to become the most widely accepted approach to IT Service Management in the world. The dependence on IT has grown to the state wherein no business could be run without IT and it's very essential for the organizations to manage the IT services towards achieving the business goals. If IT processes and IT services are implemented and managed in the appropriate way, the service disruptions will be minimized and the business will be more successful. The main objective of ITIL is to provide a comprehensive framework for the IT Services to deliver better business results.

Introduction to ITIL

• ITIL Basics
• The Service life cycle

Service Strategy

• Basic Concepts of the Service Strategy Phase
• The Service Portfolio Management Process
• The Demand Management Process
• The Financial Management Process

Service Design

• Basic Concepts of Service Design
• The Service Level Management Process
• The Service Catalog Management Process
• The Availability Management Process
• The Capacity Management Process
• The Information Security Management Process
• IT Service Continuity Management
• The Supplier Management Process

Service Transition

• Basic Concepts of Service Transition
• The Change Management Process
• The SACM Process
• The Release and Deployment Management Process
• The Knowledge Management Process

Service Operation

• Basic Concepts of Service Operation
• The Event Management Process
• The Incident Management Process
• The Problem Management Process
• The Request Fulfillment Process
• The Access Management Process

Continual Service Improvement

• Basic Concepts of Service Operation
• CSI principles and models