Detailed Course Outline
Intro:
- What ITIL is and what it is not. Who is the owner and other general information.
- What are the drivers for better IT Management, useful guidance and what are best practices.
- Definition of Service, Service Management and IT Service Management.
- Functions, Roles and Processes.
- What is Service Lifecycle.
Service Strategy:
- Definition of Service value.
- Service Portfolio Management.
- Financial Management.
- Demand Management.
- Business Relationship Management.
- Strategy Management for IT Services.
Service Design:
- Service Level Management.
- Service Catalogue Management.
- Availability Management.
- Information Security Management.
- Supplier Management.
- Capacity Management.
- IT Service Continuity Management.
Service Transition:
- Change Management.
- Service Asset and Configuration Management.
- Release & Deployment Management.
- Service Validation & Testing.
- Knowledge Management.
Service Operation:
- Incident Management.
- Problem Management.
- Event Management.
- Access Management.
- Request Fulfiment.
- Service Desk.
- Technical Management.
- IT Operations.
- Application Management.
CSI:
- Introduction to Continual Service Improvement.
- CSI Register, CSI Approach, Deming Cycle.
- Metrics, KPIs.
- The need of measurement, etc.