Course Description

Accredited by ISEB and EXIN, the course helps students prepare for the certification exam along with acquiring valuable insights from instructors with extensive practical experience in managing IT organizations and deploying successful ITIL-based Service Management programs.

This course features lectures, discussion, team exercises and quizzes.

Who Should Attend

Senior IT and business executives, IT management and staff, consultants, project managers and others interested in learning about IT Service Management.

Exam

An exam voucher code will be issued to each student.

Course Outline

Day 1

  • Introduction
  • ITIL Concepts
  • Good Practices
  • Services
  • Processes
  • Roles
  • Functions
  • Governance
  • Continuous Service Improvement
  • Goals and Objectives
  • Value to the Business
  • CSI Model
  • Integration with other Frameworks, Models, and Quality Systems
  • CSI Drivers
  • Deming PDCA
  • 7-Step Improvement Model
  • RACI Matrix
  • Ownership and its role in driving CSI
  • Service Operation
  • Goals and Objectives
  • Value to the Business
  • Incident Management
  • Problem Management
  • Event Management
  • Request Fulfillment
  • Access Management
  • SO Functions
  • Service Desk
  • Technical Mgmt
  • IT Operations Mgmt
  • Application Mgmt
  • Enabling Tools and Technology

Day 2

  • Review Day 1
  • Service Transition
  • Goals and Objectives
  • Value to the Business
  • Service V Model
  • Transition and Support Mgmt
  • Change Mgmt
  • Service Asset and Configuration Mgmt
  • Configuration Management Systems
  • Definitive Media Library
  • Release and Deployment Mgmt
  • Service Testing and Validation Mgmt
  • Evaluation Mgmt
  • Knowledge Mgmt
  • Enabling Tools and Technology
  • Service Design
  • Goals and Objectives
  • Value to the Business
  • 4 Ps of Service Design
  • Service Catalog Mgmt
  • Service Level Mgmt
  • Availability Mgmt
  • Capacity Mgmt
  • Security Mgmt
  • IT Service Continuity Mgmt
  • Supplier Mgmt
  • Tactical Aspects of Service Design
  • 5 key aspects of a service design
  • Roles and responsibilities
  • Enabling Tools and Technology

Day 3

  • Review Day 2
  • Service Strategy
  • 4 P’s of Service Strategy
  • 4 step Service Strategy Process
  • Service Portfolio Mgmt
  • Demand Mgmt
  • Financial Mgmt
  • Business Case
  • Enabling Tools and Technology
  • Review Program
  • Self-Study, Exam Prep.

We_They was founded at the beginning of the millennium by a team of enthusiastic IT specialists who wanted to overcome the routine and create a company that would act in the market not only for business success but for the sake of Technology itself. Thus, the mission of the company was defined – to contribute to forward-looking transformation of the society through software development. Over 5 years of work, we have developed a range of solutions and gained ample experience in the services we offer: Custom Software Development, E-commerce Solutions Development, E-learning Solutions Development, Web development, Project Recovery, Consulting, and Quality Assurance.

Our specialists have been providing software development services for multiple clients from India, France and Malaysia, starting from small companies and continuing with very big and well known clients. Over 5 years, we have completed different kinds of projects; and we specialize in automation of business processes used by our clients.

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