ITIL FOUNDATION NON-TECHNICAL & CERTIFIED TRAINING COURSE SECTOR / IT. Tel: Fax:

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1 SECTOR / IT NON-TECHNICAL & CERTIFIED TRAINING COURSE In this 3 Days exciting and dynamic course, you will get an introduction to the lifecycle of managing IT services to deliver to business expectations. Using an engaging case study, you'll learn the core disciplines of ITIL best practices.

2 COURSE DESCRIPTION: In this 3 Days exciting and dynamic course, you will get an introduction to the lifecycle of managing IT services to deliver to business expectations. Using an engaging case study, you'll learn the core disciplines of ITIL best practices. ITIL covers five core disciplines: Service Strategy Service Design Service Transition Service Operation Continual Service Improvement Upon completing ITIL Foundation course, you'll be well positioned to successfully complete the associated ITIL exam required for entry into the future next step the ITIL intermediate-level training courses. These disciplines represent a service lifecycle framework that further enhances alignment to the business while demonstrating business value and ROI and enabling IT to solve specific operational needs.

3 TRAINING METHODOLOGY The seminar shall be presented by a combination of interactive lectures, videos, and knowledge and understanding further established by way of a number of syndicate group exercises. WHO WILL ATTEND? IT professionals, Business managers, Business process owners, Managers, Team leaders, Service designers, Supervisory staff, IT architects, IT planners, IT security managers, IT consultants, IT audit managers ITSM trainers. COURSE OBJECTIVES: Key concepts of ITIL Important principles for improving IT operations Vital processes and functions Practical guidance for applying ITIL to everyday IT situations How to align with business, control costs, and improve IT service quality Strategies to balance IT resources

4 THE COURSE OUTLINE INTRODUCTION Introduction/Housekeeping Introduction to key ITIL concepts IT as a Service Introduction to processes and process management The Service Lifecycle approach SERVICE STRATEGY Purpose, goal, objectives & Scope Value Creation through Services Assets Resources and Capabilities Service Strategy Main activities Service Strategy processes Service Portfolio management Demand management Financial management SERVICE DESIGN Purpose, goal, objectives & Scope Service Design processes The 4 P s Service Design aspects Service Catalog Management Service Level Management Capacity Management Availability Management IT Service Continuity Management Service Portfolio Information Security Management Supplier management

5 SERVICE TRANSITION Purpose, goal, objectives & Scope Service Transition value to the business Technology and architecture in Service Transition Service Transition Processes Change Management The 7 R s of Change Management Service Asset and Configuration ManagementmRelease and Deployment Management Knowledge Management SERVICE OPERATION Purpose, goal, objectives & Scope Service Operation definitions The Service Desk Technical Management Application Management IT Operations Management Service Operations Processes Event Management Request Fulfillment Problem Management,Access Management CONTINUAL SERVICE IMPROVEMENT Purpose, goal, objectives & Scope Models and Processes The Deming Cycle Measurement and metrics Continual Service Improvement activities Risk management Continual Service Improvement interfaces Interface with Service Level Management EXAM PREPARATIO Sample Exams Feedback Recap

6 THANK YOU BOOSTUAE.COM ITIL FOUNDATION SECTOR / IT NON-TECHNICAL & CERTIFIED TRAINING COURSE

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