The Information Technology Infrastructure Library (ITIL®) is a best practice IT Service Management framework developed by the Office of Government Commerce (OGC) within the UK government. It has been developed in collaboration with leading industry experts, consultants and practitioners over the last 15 years. Since its launch, ITIL® has been widely accepted throughout the world as the de facto standard for best practice in IT Service Management. Today IT Job (Junior/Senior) expect you to to ITIL Certified.

Topics Covered

• Introduction to ITIL • Key Concepts of IT and Roles • IT Service Management Concepts (types of services, type of service providers, classification of services, RACI, Service Assets, Governance, Risk & Type of Delivery Models) • Service Lifecycle • Service Strategy (Service Portfolio Management, Demand Management, Finance Management, BRM) • Service Design (Design Coordination, Service Level Management, Supplier Management, Service Catalogue Management, Availability, Capacity, Continuity, Security Management) • Service Transition (Transition Planning and Support, Change, Release & Deployment, SACM & Knowledge Management) • Service Operation (Incident Management, Problem Management, Access Mgmt, Event Mgmt & Request Fulfilment) + 4 Functions (Technical Service Management, Application Management, IT Operations Management & Service Desk) • Continual Service Improvement • Mock Examination • ITIL Foundations Certification examination

Who should attend

• IT Professional (Systems, Network, Application, Voice) Technical Executives, Specialist & Managers • IT & Business Supervisory staff • Team leaders • Service designers • IT architects • IT planners • IT consultants • IT audit managers • IT security managers • Business Leaders • Business Managers

Pre-requisites

None

What you need to bring

NA"

Key Takeaways

* ITIL Foundation Certification * ITIL Process Design Skills * Developing ITSM Culture * ITSM Deployment Approach