NICF - ITIL Foundations

Course details

This 3 day course is designed to effectively prepare aspiring service professionals to sit and pass the ITIL  Examination from APMG.

COURSE OUTLINE

Service Lifecycle

• Details the basic terminologies of IT Service Industry
• Understand IT Service Management and RACI matrix

Service Strategy

• Financial Management
• Demand Management
• Service Portfolio Management
• Service Improvement Plans
• Business Relationship Management

Service Design

• Service Level Management
• Service Level Agreement
• Operational Level Agreement
• Underpinning Contract
• Supplier Management
• Availability Management
• Capacity Management
• Information Security Management
• Service Catalogue Management
• Service Design Packages

Service Transition

• Service V Model
• Evaluation, Testing, Validation, Release and Deployment
• Change Management
• Service Asset and Configuration Management
• Knowledge Management

Service Operation

• Event Management, Incident Management
• Access Management
• Request Fulfillment
• Problem Management
• Local Service Desk
• Centralized Service Desk
• Virtual Service Desk
• Follow-the-sun Service Desk
• Technical Management
• Applications Management
• IT Operations Management
• Facilities Management
• Operations Control

Continual Service Improvement (CSI)

• CSI Approach
• 7-Step improvement process
• Deming's cycle

LEARNING OUTCOME

What you will learn:

• Key concepts, terms, and principles of Service Management
• 5 Modules in ITSM
• Complete understanding of what is required to pass the ITIL  2011 Foundation Exam