ITIL® Foundation Training

ITIL® Foundation Training

SERVICE MANAGEMENT AS A PRACTICE

  • Key ITIL® concepts, definitions and terms
  • The background and context to ITIL®
  • Key Concepts: Service, Service Management, Sources of Good Practice, Service Components, Governance and Process Characteristics

THE SERVICE LIFECYCLE

  • The structure of ITIL®  Explained
  • The goals and objectives of each area of the Service Lifecycle
  • Core Content: Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement

ROLES WITHIN ITIL®

  • Key roles: The Service Manager and the Process Owner
  • Key accountabilities and responsibilities
  • The RACI Model explained

SERVICE STRATEGY

  • A deeper dive into ITIL® Service Strategy
  • Goals, Objectives and Scope
  • Explore key concepts such as Value Creation and Service Assets
  • Key processes: Service Portfolio Management, Demand Management, Financial Management and Business Relationship Management

SERVICE DESIGN

  • Goals, Objectives and Scope
  • Key concepts: The 4 P's and the five major aspects of Service Design
  • Key Processes: Design Coordination, Service Level Management, Service Catalogue Management, Supplier Management, Information Security Management, Availability Management, Capacity Management,IT Service Continuity Management
  • Key roles and responsibilities

SERVICE TRANSITION

  • Goals, Objectives and Scope
  • Key concepts and processes including Change Management, Service Asset and Configuration Management, and Release and Deployment
  • Key challenges, risks, metrics

SERVICE OPERATION

  • Goals, Objective and Scope
  • Processes and Functions necessary to support and maintain the live Service environment
  • Incident, Request Fulfilment, Event and Access Management Processes
  • Four functions: Service Desk, Application, Technical and IT Operations Management
  • Key challenges, risks, metrics

CONTINUAL SERVICE IMPROVEMENT

  • Measurements, Metrics, KPIs
  • The importance of baselines
  • The 4 reasons why we measure
  • The Deming Cycle

Technology and Architecture

Generic Service Management Toolset requirements and criteria

The importance of automation

Key considerations


  • The Swirl logoTM is a trade mark of AXELOS Limited.
  • ITIL® is a registered trade mark of AXELOS Limited.
  • IT Infrastructure Library® is a Registered Trade Mark of AXELOS Limited.
  • PRINCE 2® is a Registered trademark of AXELOS Limited.
  • COBIT® is a trademark of ISACA registered in the United States and other countries.
  • Use of this site signifies your acceptance of Front Metrics Technologies Terms & Conditions and Privacy Policy. Product names, logos, brands, and other trademarks featured or referred to are the property of their respective trademark holders in the U.S. and/or certain other countries.

© Copyright 2012 Front Metrics Technologies Pvt. Ltd. All rights reserved | Design by Eviontech