ITIL Fundamentals

This course introduces the basic of IT Service Management (ITSM) based on the IT Infrastructure Library (ITIL), where the ITSM lessons learned will be guided through actual life cycle and insightful examples from experienced instructor.

What You Will Learn:

• Overall understanding the main ITSM processes, relationships, benefits and challenges of ITIL.
• Understand how ITSM processes could create a value for the business.
• Understand how IT and the Business can collaborate to improve overall productivity and efficiency.
• Understand how these processes contribute to making an IT organization manageable.

Who Should Attend:

• Any member of an IT organization in the delivery of IT services like Service Desk Agents, Service Desk Managers, IT Managers, IT Process Engineer.

Course Structure:

• Course Introduction
• Course agenda
• Introduction to ITIL
• ITIL Service Lifecycle
• Summary
• Service Operation
• Service Operation is the phase in the ITSM Lifecycle that is responsible for business-as-usual activities.
• Introduction to Service Operation
• Service Operation Processes
• Service Operation Functions
• Summary
• Service Transition
• The Service Transition provides guidance for the development and improvement of capabilities for transitioning new and changed services into operations.
• Introduction to Service Transition
• Service Transition Processes
• Summary
• Service Design
• The Service Design provides guidance for the design and development of services and service management processes. It covers design principles and methods for converting strategic objectives into portfolios of services and service assets.
• Service Design Introduction
• Service Design Processes
• Summary
• Service Strategy
• The Service Strategy provides guidance on how to design, develop and implement Service Management, not only as an organizational capability but also as a strategic asset.
• Service Strategy Introduction
• Service Strategy Activities
• Summary
• Continual Service Improvement (CSI)
• CSI provides instrumental guidance in creating and maintaining value for customers through better design, introduction and operation of services. It combines principles, practices and methods from Quality Management, Change Management and Capability Improvement.
• CSI Introduction
• Improvement Process
• Summary