ITIL Foundation

Course Specifications

Course length: 3.0 days

Course Fees: S$699.00 (Group Discount of 10% for 3 or more participants)

Course Objective:

ITIL Contributes value to the organization by alignment of IT to Business. By using ITIL service, quality can be improved, higher availability, gradual cost reductions and better cost-justification. Improve effectiveness to meet quality requirements, increase flexibility and adaptability (Adopt & Adapt).

  • ITIL help organizations in:
  • Reducing IT costs
  • Increased Quality and Decrease Risk
  • Improved Decision Making
  • Increased Productivity
  • ITIL provides clear and effective communication.
  • ITIL embraces a practical approach to service management do what works.

Target Student:

The ITIL Foundation certification is open to individuals who require basic knowledge about the ITIL framework and how it will be executed to enhance the quality of ITSM within an organization, as well as 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 or Application managers, project managers and business managers who are directly involved in IT.

Course Content

Lesson 1: Introduction

History of ITIL
ITIL Qualification scheme

Lesson 2: Service Management as a practice

Service
Service Management
Processes
Roles
Organisation

Lesson 3: The Service Lifecycle

The Structure, Scope, Components and Interfaces of the ITIL Library
ITIL Service Life cycle

Lesson 4: Service Strategy Processes

Service Models
Service Portfolio Management
Demand Management
Financial Management
Business Relationship Management
Strategic Management for IT Services

Lesson 5: Service Design Processes

Service Catalogue Management
Service Level Management
Capacity Management
Availability Management
IT Service Continuity Management
Information Security Management
Supplier Management
Design Coordination

Lesson 6: Service Transition Processes

Change Management 
Service Asset and Configuration Management (SACM) 
Release and Deployment Management
Service Knowledge Management
Transition planning and support
Change Evaluation
Service Validation and Testing

Lesson 7: Service Operation Processes

Incident Management 
Event Management 
Request Fulfilment
Problem Management
Access Management 

Lesson 8: Functions Processes

Technical Management
Application Management
Service Desk
IT Operations Management 

Lesson 9: Continual Service Improvement Processes

The Continual Service Improvement Model
IT Governance across the Service Lifecycle 

 

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