In our activity based exciting and dynamic ITIL workshop, you will get an introduction to the lifecycle of managing IT services to deliver to business expectations. The Program is delivered using a combination of instructor-led lectures, case study and exercises on practical implementation of the concepts discussed within the training. Upon completing this course, you'll be well positioned to successfully complete the associated ITIL® certification exam required for entry into the future ITIL® intermediate-level training courses. This ITIL® course will cover five core disciplines: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement. These disciplines represent a service lifecycle framework that further enhances alignment to the business while demonstrating business value and ROI and enabling IT to solve specific operational needs. ITIL® is a registered trade mark of AXELOS Limited.

Topics Covered

1. Introduction Service Service Management IT Service Management Services & Customers Stakeholders Process Process Model Function 2. ITIL Life Cycle Structure of Lifecycle Strategy Business Value Strategy Purpose - Scope - Objectives Design Business Value Design Purpose - Scope – Objectives Transition Business Value Transition Purpose - Scope – Objectives Operations Business Value Operations Purpose - Scope - Objectives CSI Business Value CSI Purpose - Scope – Objectives 3. Service Strategy Types of Service Customer – User Outcome Patterns of Business Activity Utility & Warranty Resources & Capabilities Service Catalogue Governance Business Case Risk Management Supplier Value Service Portfolio Management Financial Management for IT Services Business Relationship Management 4. Service Design Service Design Package (SDP) Four P (4P) Service Design Aspects Service Level Management Service Catalogue Management Availability Management Information Security Management Supplier Management Capacity Management IT Service Continuity Management Design Coordination 5. Service Transition Change Management Release & Deployment Management Knowledge Management Service Asset & Configuration Management Transition Planning & Support 6. Service Operations Definitions: Event, Incident, Problem etc Role of Communications Incident Management Problem Management Event Management Access Management Service Request Fulfilment 7. Functions Service Desk Technical Management IT Operations Management Applications Management 8. Continual Service Improvements Deming Cycle CSI Register CSI Approach Vision to KPI-Metric-Measurement Baseline Metrics Seven Step Improvement Process RACI Model Roles ITIL® Training Service Automation Benefits of Automation

Who should attend

This workshop will significantly benefit anyone seeking ITIL® Foundation certification and everyone interested in aligning IT with business, controlling or reducing IT costs, improving IT service quality, and balancing IT resources in the most effective manner. All IT professionals, IT project managers, IT managers, IT project or team members, coordinators, network operators, business process analysts, IT architects, consultants, systems integrators, help desk managers and staff, planners, managed service providers, service outsourcers, application developers, and other IT-related positions.

Pre-requisites

None

What you need to bring

A calm mind and an attitude to learn

Key Takeaways

The ITIL Foundation online training course covers: Key concepts of ITIL® Important principles for improving IT operations Vital processes and functions Practical guidance for applying ITIL® to everyday IT situations How to align with business, control costs, and improve IT service quality Strategies to balance IT resources.