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Foundations in Information Technology Infrastructure Library (ITIL) Training from BayIt Systems Training And Solutions

Duration 24(Hrs)

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Course Outline

  •  Introduction to Service Management
  •  The importance of Service Management
  •  Definition of a Service and Service Management
  •  The need for a service culture
  •  Service Management as a practice
  •  The Service Lifecycle
  •  Objectives and business value for each phase of the lifecycle

Main goals and value to the business provided by each lifecycle phase:

  •  Service Strategy
  •  Service Design
  •  Service Transition
  •  Service Operation
  •  Continual Service Improvement

Key Principles and models of ITSM

  •  Types of service providers
  •  Five major aspects of Service Design
  •  Service V model
  •  Continual Service Improvement model
  •  Processes and Functions
  •  Characteristics of a process

Objectives, business value, basic concepts, roles and interfaces of:

  •  Service Portfolio Management
  •  Service Level Management
  •  Incident Management
  •  Change Management

Objectives and basic concepts of:

  •  Demand Management
  •  Financial Management
  •  Service Catalogue Management
  •  Availability Management
  •  Capacity Management
  •  Supplier Management
  •  Information Security Management
  •  IT Service Continuity Management
  •  Service Asset and Configuration Management
  •  Release and Deployment Management
  •  Event Management
  •  Problem Management
  •  Request Fulfillment
  •  Access Management
  •  The 7 step improvement process

Overview of the functions:

  •  Service Desk
  •  Application Management,
  •  Operations Management
  •  Technical Management

Organization structure and key roles

Technology and Architecture

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