ITIL® Foundation (2.5 Day): Course Contents | ALC Training News

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1. Introduction

  • History of ITIL
  • ITIL Qualification scheme

2. Service Management as a practice

  • Service
  • Service Management
  • Processes
  • Roles
  • Organisation

3. The Service Lifecycle

  • The Structure, Scope, Components and Interfaces of the ITIL Library
  • ITIL Service Life cycle

4. Service Strategy

  • Service Models
  • Service Portfolio Management
  • Demand Management
  • Financial Management

5. Service Design

  • Design Coordination
  • Service Catalogue Management
  • Service Level Management
  • Capacity Management
  • Availability Management
  • IT Service Continuity Management
  • Information Security Management
  • Supplier Management

6. Service Transition

  • Transition Planning and Support
  • Change Management
  • Service Asset and Configuration Management (SACM)
  • Release and Deployment Management
  • Service Knowledge Management

 7. Service Operation

  • Incident Management
  • Event Management
  • Request Fulfilment
  • Problem Management
  • Access Management
  • Functions:
    • Service Desk
    • Application Management
    • Technical Management
    • Operations Management

8. Continual Service Improvement

  • The Continual Service Improvement Model

9. Technology and Architecture

  • Generic requirements for an integrated set of Service Management Technology
  • Understand how Service Automation assists with integrating Service Management processes

10. Related Standards and Frameworks

  • Understanding how ITIL relates to:
    • COBIT
    • PRINCE2
    • ISO/IEC 20000
    • ISO 27000
    • SixSigma
    • CMMI

11. Exam Preparation

  • Examination techniques
  • Mock exams

 

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