ITIL Version 3

Course Code: IT18

►Course Objective

  • Learn about IT Service Management best practices, generic concepts, key principles, and ITIL® 2011 process models that are required to clear the ITIL Foundation exam
  • Gain a comprehensive understanding of the purpose, objective and scope of service strategy, service design, service transition, service operations, and Continual Service Improvement
  • Learn how to apply ITIL tools, techniques and concepts to improve efficiency and effectiveness in business changes to optimize customer experience
  • Understand how to apply lean principles and automate standard tasks, to improve efficiency of ITSM processes
  • Save costs by centralizing activities and teams using well defined fit-for purpose and fit-for-use processes

 

►Target Audience

  • IT Managers/Support teams
  • System Administrators/Analysts
  • Operations Managers
  • Database Administrators
  • Service Delivery Professionals
  • Quality Analysts
  • Application Management team/Development team
  • Process Owners/Practitioners

 

►Course Outline

Day 1

Introduction to Service Management Lifecycle

  • Principles of IT Service Management
  • Objectives00:25
  • IT Service Management-Best Practices
  • Public and Proprietary Practices
  • Knowledge Check
  • Service Introduction
  • Service Management
  • Challenges in Service Management
  • Benefits of IT Service Management
  • Stakeholders in Service Management
  • Internal and External Customers
  • Internal and External Service
  • Process
  • Process Characteristics
  • Functions Related to Service Management
  • How Processes and Functions Operate
  • Roles in Service Management
  • RACI Model
  • RACI Model (contd.)
  • Types of Service Providers
  • Supplier and Contracts
  • Knowledge Check

Day 2

1 The Service Lifecycle

  • 2 Objectives
  • 3 Components of Service Management Lifecycle
  • 4 Interactions in the Service Lifecycle
  • 5 Relationship between Governance and ITSM

Day 3

Introduction to Service Strategy

  • Service Strategy
  • Objectives
  • Service Strategy
  • Service Strategy Processes
  • Types of Services
  • Service Strategy-Customers and Users

Day 4

Service Design

  • Introduction to Service Design
  • Objectives
  • Service Design-Overview
  • Roles in Service Design
  • Roles in Service Design (contd.)

Day 5

Introduction to Service Transition

  • Service Transition
  • Objectives
  • Service Transition
  • Configuration Item
  • Configuration Management System

 


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Date & Location

Date : 10 March 2019

Duration : 5 days

Place : Kuala Lumpur

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Date : 05 May 2019

Duration : 5 days

Place : Istanbul

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Date : 06 October 2019

Duration : 5 days

Place : Cairo

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