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ITIL® Service Management Foundation

ITIL® Foundation training course will provide delegates with a detailed knowledge of basic ITIL® framework, terminology, and concepts. This course will introduce them to ITIL® as an approach, in the context of the Service Lifecycle.ITIL® (IT Infrastructure Library) offers best practice techniques for the optimization of IT services. Essentially, ITIL® assists organizations in coordinating their IT requirements with business goals. ITIL® methodology is implemented worldwide, as it is the global standard for IT service management, thus it is a widely adopted and trusted procedure.

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Objectives

During this ITIL® Foundation training course, delegates will become familiar with key ITIL® terminology, understand the link between processes and the lifecycle, and will be able to explain service management as a practice. This course will cover the phases of the Service Lifecycle, which provide a sufficient overview of the alliance between IT and business strategy.

Outline

This ITIL® Foundation training course will explore the following modules:

Module 1: An Introduction to ITIL®

  • Introducing IT Service Management
  • Practicing Service Management
  • The IT Service Lifecycle Overview

Module 2: Aspects

  • Concepts
  • Terminology
  • Main Principles and Models
  • Roles
  • Functions

 Module 3: The IT Service Lifecycle

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

Module 4: Processes

  • Service Level Management
  • Service Continuity
  • Configuration Management
  • Release Management
  • Incident and Problem Management

Module 5: Automation and ITIL® Success

  • Technology and Architecture
  • Competencies
  • Service Management Skills

Audience

  • Individuals who require basic knowledge about the ITIL framework and how it will be executed to enhance the quality of ITSM within an organization
  • IT professionals who work in organizations that have adopted and adapted ITIL and want to continue to make a contribution to an ongoing service improvement program.
  • ICT Management in modern organizationstargeting IT/Business Alignment and total quality approach for ITSM.
  • ICT Management looks to improve quality service, focused continuity in ICT services provision, more motivated responsible staff, enhanced customer satisfaction, security improvement, accuracy, speed, cost justifiable service.

Duration

3 Days

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