ITIL Foundation Overview: Course Contents | ALC Training News

  • No comments
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

ALC Training