ITIL Certification Course Home / ITIL

The ITIL course provides IT leaders, practitioners, support staff, and staff interfacing with the organization’s digital and information systems functions with a practical understanding of the key concepts, common language, principles, and practices that enable successful management of modern IT-enabled services. It also prepares delegates for the ITIL

Course Outline

• IT Service Management Definitions: Service, Utility, Warranty, Customer, User, Service management, Sponsor

• Key concepts of value creation

• Key concepts of service relationships: service offering; service provision; service consumption; service relationship management

• The nature, use and interaction of the seven ITIL guiding principles; Focus on value; Start where you are; Progress iteratively with feedback; Collaborate and promote visibility; Think and work holistically. Keep it simple and practical. Optimize and automate

• The four dimensions of service management are: organizations and people; Information and technology; Partners and suppliers; Value streams and processes

• The ITIL service value system

• The service value chain, its inputs and outputs, and its role in supporting value streams

• Service value chain elements: Plan, Improve, Engage, Design and transition, obtain, Deliver deliver, and support

• Details of how the following ITIL practices support the service value chain:

• The purpose of the following ITIL practices

• Information security management

• Relationship management

• Supplier management

• Availability management

• Capacity and performance management

• Service configuration management

• IT asset management

• IT asset management

• Business analysis

• Service continuity management

• Deployment management

• Monitoring and event management

• Release management