ITIL V3 FOUNDATION

About this course:

ITIL is a widely accepted approach to IT Service Management (ITSM), which has been adopted by individuals and organizations across the world. ITIL provides a cohesive set of best practice, drawn from the public and private sectors internationally.

ITIL V3 Foundation Course

Introduction to Service Management Lifecycle

• Principles of service management
• The processes
• The ITIL service lifecycle

Service Strategy

• Introduction to service strategy Key concepts of service strategy Service strategy processes
• Demand Management
• Service Portfolio Management
• Financial Management
• Business Relationship Management

Service Design

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

Service Transition

• Service transition processes
• Transition, Planning and Support
• Change Management
• Service Asset and Configuration Management
• Release and Deployment management
• Knowledge Management

Service Operations

• Event Management
• Incident Management
• Problem Management
• Request Fulfillment
• Access Management

Continual Service Improvement

• Introduction to CSI
• Key principles and models of CSI