Course details
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
Course Location
About New Horizons Ireland
With a very convenient location next to Jervis street in Dublin 1, we offer a wide range of IT and business skills courses and we can also send our instructors to your location.
We are 100% Irish owned, but we are also part of the largest independent IT Training Provider, New Horizons Computer Learning Centres who deliver more courses than any other IT training company.
Because we're local, we understand the needs of business and individuals in our community. Whether you choose to take classes in person or online, you're always welcome to call or stop by.
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