ITIL Information Technology Infrastructure Library

Course details

In this course, you learn the essential ITIL Information Technology Infrastructure Library terminology, tools and techniques required to pass the ITIL ® exam. You will receive a CD of material including the ITIL ® Guide and exam bank questions. You also receive the Campus Education ITIL ® attendance Certificate.

Program Topics

The course is assignment based, with practical coursework. It is based upon the OGC’s ITIL Books:

• Service Strategy.
• Service Design.
• Service Transition.
• Service Operation.
• Continual Service Improvement.
• There is particular importance placed on developing an underlying service culture within the IT organization.

Target Audience

• Information Technology IT managers.
• Technical support team.
• Information Systems Consultant.
• Directors of departments.
• Quality and officials responsible for the work procedures.
• Software developers, providers of integrated solutions.
• Data center workers and others with positions of responsibility.

Program Objectives

The objective of the study for the ITIL Foundation Certificate is the Information Technology Services Department and the acquisition of knowledge of ITIL terminology, and the basic principles of ITIL practices for service management. And to enable certificate holders to apply ITIL practices for service management with further guidance.

ITIL ® Foundation course gives a detailed introduction to the concepts, terminology and definitions, objectives, benefits and relationships within the field of information technology operations and management of the service, according to (library infrastructure for IT) ITIL

Provide practical guidance on how to build an integrated system for successful information technology services.

Outlines

• Introduction to Service Management
• The Service Life cycle

The main goals and value to the business provided by each phase of the life cycle covering the (5) core books:

• Service Strategy.
• Service Design.
• Service Transition.
• Service Operation.
• Continual Service Improvement.

• Key Principles and models of ITSM
• The Processes and Functions

The objectives, business value, basic concepts, roles and interfaces of:

• Service Portfolio Management.
• Service Level Management.
• Incident Management.
• Change Management.

The objectives and basic concepts of:

• Demand Management.
• Financial Management.
• Service Catalog Management.
• Availability Management.
• Capacity Management.
• Supplier Management.
• Information Security Management.
• IT Service Continuity Management.
• Service Asset and Configuration Management.
• Release and Deployment Management.
• Event Management.
• Problem Management.
• Request Fulfillment.
• Access Management.
• The 7 step improvement process.

Explanation of the functions:

• Service Desk, Application Management, Operations Management, Technical Management.

Organization structure and key roles:

• Using the RACI model.

Technology and Architecture:

• Generic requirement for an integrated set of ITSM technology.