ITIL 2011 Foundation

Giới Thiệu Khóa Học ITIL 2011 Foundation

Overview
1. ITIL (IT Infrastructure Library) is a collection of best practices for the management and delivery of IT services and IT infrastructure. These best practices cover all the key IT Service Management and Service Delivery processes.

2. This course covers the latest version of core ITIL® best practices presented from a lifecycle perspective. The course introduces the principles and core elements of IT service management (ITSM) based on ITIL® 2011 Edition

3. The training course will be trained by Accredited ITIL Trainer

 Learning Objective

• Identify and appreciate the various ITIL processes involved in IT Service Management
• Learn the key business benefits of these processes and how to integrate them into your business’ IT services model
• Gain insights into the synergy between organizational IT and the overall business
• Learn ITSM concepts via an exciting and interactive simulation and practical case studies for easy implementation in the future
• Obtain the “Foundation Certificate in IT Service Management”

Đối Tượng Tham Gia

• IT Managers
• IT consultants
• Key Business Users
• IT Professionals
• IT Support Staff
• Application Manager
• Project and Business Managers
• Any member of an IT team involved in the delivery of IT Services

Thời Lượng

3 Days

Nội Dung Khóa Học ITIL 2011 Foundation

• Introduction/Housekeeping
• Introduction to key ITIL® concepts
• IT as a Service
• Introduction to processes and process management
• The Service Lifecycle approach

• Purpose, goal, objectives & Scope
• Value Creation through Services
• Assets – Resources and Capabilities
• Service Strategy – Main activities
• Service Strategy processes
• Service Portfolio management
• Demand management
• Financial management
• Business Relationship Management

Module 3: Service Design

• Purpose, goal, objectives & Scope
• Service Design processes
• The 4 P’s
• Service Design aspects
• Service Catalog Management
• Service Level Management
• Capacity Management
• Availability Management
• IT Service Continuity Management
• Information Security Management
• Supplier management
• Design Coordination

Module 4: Service Transition

• Purpose, goal, objectives & Scope
• Service Transition value to the business
• Technology and architecture in Service Transition
• Service Transition Processes
• Transition, Planning and Support
• Change Management
• The 7 R’s of Change Management
• Service Asset and Configuration Management
• Release and Deployment Management
• Knowledge Management

Module 5: Service Operation

• Purpose, goal, objectives & scope
• Service Operation definitions
• Service Operations Processes
• Event Management
• Incident Management
• Request Fulfillment
• Problem Management
• Access Management

Module 6: ITIL Function

• The Service Desk
• Technical Management
• Application Management
• IT Operations Management

Module 7: Continual Service Improvement

• Purpose, goal, objectives & scope
• Models and Processes
• The Deming Cycle
• Measurement and metrics
• Continual Service Improvement activities
• Continual Service Improvement model

ITIL 2011 Foundation, Accredited ITIL Trainer, IT Service Management, Service Delivery processes, APEX Global Corporation