| ITIL Foundation Workshop |
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This 3 day course will introduce you to ITIL (the IT Infrastructure Library) is the most widely accepted approach to IT service management in the world. ITIL provides a comprehensive and consistent set of best practices for IT service management, promoting a quality approach to achieving business effectiveness and efficiency in the use of information systems. Students will focus on the best practices presented by this framework through a comprehensive discussion of the material illustrated with case studies and instructor-led group exercises.
This course will help prepare the student to attempt the ITIL Foundations certification exam and achieve their ITIL Foundations Certification.
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| Topics |
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- Introduction to ITIL
- The Service Desk
- Incident Management
- Problem Management
- Configuration Management
- Change Management
- Release Management
- Service Level Management
- Capacity Management
- Availability Management
- Continuity Management
- Financial Management
- Security Management
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| Objectives |
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After completing this course the students will:
- have an understanding of the ITIL framework
- understand the Service Desk function as well as the five processes which make up Service Support and the five processes which make up the Service Delivery
- for each process understand the terminology and definition as well as the benefits
- for each process be able to implement the individual functions which make up each process
- understand how the ITIL framework applies to various case studies
- have an understanding of Security Management and how it fits in the ITIL Infrastructure Library
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| Audience |
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It is applicable to anyone involved in the management or day-to-day practice of Service Management, in-house or outsourced, as well as anyone defining new processes or refining existing processes. Business managers will find the course helpful in understanding and establishing best practice IT services and support. |
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| Prerequisites |
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There are no formal knowledge prerequisites.
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| Duration |
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Three days. |
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