The modern challenges for IT managers are to co-ordinate and work in partnership with business to deliver high quality IT services. This course leads to ITIL certification and is about aligning IT with the business goals and adopting a customer-oriented approach to delivering services and simultaneously achieving cost optimization.

The course is based on 5 ITIL core service processes. It s recommended to take the exam as soon as you complete the course.

Objective

Prepare students to successfully complete ITIL Certification exam

Included Labs

Labs to be provided by the trainer

What will you learn?

Introduction
• History
• Certification Process Review
• Defining IT Service Management and its Core Concepts
• Five Core Processes

Service Strategy
Focus: How to transform service management into a strategic asset
• Service Generation
• Financial Management
• Service Portfolio Management
• Demand Management

Service Design
Focus: How to deliver quality, customer satisfaction and cost-effective provisions.
• Service Catalog Management
• Service Level Management
• Capacity Management
• Availability Management
• Information Security Management
• Supplier Management

Service Transition
Focus: How to control the risks during transition of new or changes services.
• Service Asset and Configuration Management
• Change Management
• Knowledge Management
• Transition Planning and Support
• Release and Deployment Management
• Service Validation and Testing
• Evaluation

Service Operation
Focus: How to achieve efficiency in the delivery and support of services.
• Event Management
• Incident Management
• Request Fulfillment
• Access Management

Continual Service Improvement
Focus: How to achieve continuous improvement in the service provisioning.
• Seven Step Improvement Process
• Service Management
• Service Reporting

Mockup Test
· Review of important concepts already covered
• Service Design Package
• Service Knowledge Management System
• Known Error Database
• Service Function, Roles and Processes
• Insourcing, Outsourcing and Partnerships
• Utility and Warranty

Mockup Test
Wrap-up Presentation