Information Technology Infrastructure Library (ITIL )

The Information Technology Infrastructure Library (ITIL) is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of the business. ITIL is a framework that provides a comprehensive set of best practices and guidelines for managing IT services throughout their lifecycle.

ITIL is widely used in organizations around the world to improve the efficiency and effectiveness of IT service management. It provides a common language and a set of best practices that help organizations deliver high-quality IT services.

Curriculum:

• Module 1: Introduction
•  The ITIL 4 framework
•  The ITIL service value system (SVS)
•  The four dimensions model
• Module 2: KEY CONCEPTS OF SERVICE MANAGEMENT
•  Value co-creation
•  Stakeholders
• Service providers
• Service consumers
• Other stakeholders
•  Products and services
• Service offerings
•  Service relationships
• The service relationship model
•  Value
• Outcomes
• Costs
• Risks
• Utility and warranty
• Module 3: THE FOUR DIMENSIONS OF SERVICE MANAGEMENT
•  Organizations and people
•  Information and technology
•  Partners and suppliers
•  Value streams and processes
•  External factors
• Module 4: THE ITIL SERVICE VALUE SYSTEM
•  Service value system overview
•  Opportunity and demand
•  The ITIL guiding principles
•  Governance
•  Service value chain
• Plan Improve Engage Design and transition Obtain/build Deliver and support
•  Value streams and the service value chain
•  Continual improvement
•  Practices
• Module 5: - ITIL MANAGEMENT PRACTICES
•  General management practices
• Architecture management
• Continual improvement
• Information security management
• Knowledge management
• Measurement and reporting
• Organizational change management
• Portfolio management
• Project management
• Relationship management
• Risk management
• Service financial management
• Strategy management
• Supplier management
• Workforce and talent management
•  Technical management practices
• Deployment management
• Infrastructure and platform management
• Software development and management
•  Service management practices
• Availability management
• Business analysis
• Capacity and performance management
• Change control
• Incident management
• IT asset management
• Monitoring and event management
• Problem management
• Release management
• Service catalogue management
• Service configuration management
• Service continuity management
• Service design
• Service desk
• Service level management
• Service request management
• Service validation and testing
•  Relationships between practices and service value chain