Basic Program Information Key Details Who should attend Employees who wish to acquire a basic understanding of the ITIL framework and its use to enhance the quality of IT service. IT professionals who wish to adopt ITIL and want to contribute to an ongoing service improvement program in their organization. No prior knowledge is required to complete this course. What you learn The Information Technology Infrastructure Library (ITIL ) is a standard framework for the IT service industry. In this online course, you will learn what ITIL is and how it can help align IT services with the needs of your organization: Service as a The ITIL service lifecycle Generic concepts and definitions Key principles and models Selected Selected functions Selected roles Technology and architecture Competence and training How you learn Guided self-study Online course includes: Introduction to ITIL Restaurant as an example (web-based training) Lynda.com ITIL Foundation course (E-learning) ITIL Foundation (Slide Deck) ITIL 2011 Edition A Pocket Guide (ebook) Exam preparation questions (PDF) Glossary (PDF) Benefits Participants will: Acquire knowledge about the basic terminology, structures, basic concepts and core principles behind ITIL s Be fully prepared for the ITIL Foundation exam Your contacts Hanna Bensch Program Director Frederik Ceglarek Program Manager Program language English Registration Duration Further Details Number of modules: 9 Hours (E-Learning): 13 hours Booking information This course is designed to prepare you for the ITIL Foundation exam. The exam is not included in this course. Preparation questions and registration information about the exam can be found in the online course. Investment 749 The booked E-Larning course is available for a year from time you receive your access data. The exam fee is not included in the seminar fee. 1/6
Module 1 Introduction to ITIL Restaurant E-Learning Chapter 1 Literature recommendation Introduction to lynda.com course Exam format Quiz: Introduction General introduction to ITIL with the restaurant analogy Understand basic concepts of the ITIL framework Understand the exam format Module 2 Service lifecycle Quiz: Service as a Key principles models, concepts Quiz: Service as a Understand the key terminology and explain the key concepts of service Comprehend and account for the key principles and models of service Balance some of the opposing forces within service Module 3 Service as a Glossary Quiz: Service as a Comprehend and explain the concept of service as a Value of the ITIL service lifecycle How the integrate with each other throughout the lifecycle Objectives, scope and business value for each phase in the lifecycle 2/6
Module 4 Key principles models, concepts Quiz: Service as a Comprehend and account for the key principles and models of service Balance some of the opposing forces within service Module 5 Lifecycle phases Service strategy Service design Service transition Service operation Continual service improvement Glossary Quiz: Lifecycle phases Understand the value of the ITIL service lifecycle How the integrate with each other throughout the lifecycle Explain the objectives, scope and business value for each phase in the lifecycle 3/6
Module 6 Lifecycle part one ITIL basic model Service strategy: Phase and overview Service portfolio Financial for IT services Business relationship Service design: Phase and overview Service design coordination Service catalog key concepts Service-level : Overview and key concepts Key activities of Service-level Interfaces with Service-level Availability Capacity IT service continuity Security Supplier Quiz: Lifecycle part one Understand how the service contribute to the ITIL service lifecycle Explain the purpose, objectives, scope, basic concepts, activities and interfaces for four of the core State the purpose, objectives and scope for eighteen of the remaining 4/6
Module 7 Lifecycle part two Service transition: Phase and overview Transition planning and support Service asset and configuration Configuration system Definitive Media Library Change Change models Change Advisory Board and Emergency Change Advisory Board Activities of change Seven Rs of change Change interfaces Release and deployment The four phases of release and deployment Knowledge Data, information, knowledge, wisdom structure Service knowledge system Service operation: Phase and process overview Event Incident Key concepts of incident Incident models Activities of incident Incident interfaces Problem Key concepts of problem Problem activities Problem interfaces Request fulfillment Access Continual service improvement Continual service improvement: Phase and process overview Seven-step improvement process Quiz: Lifecycle part two Understand how the service contribute to the ITIL service lifecycle Explain the purpose, objectives, scope, basic concepts, activities and interfaces for four of the core State the purpose, objectives and scope for eighteen of the remaining 5/6
Module 8 Service functions Overview of functions Service desk organizational structure Service desk and objectives Technical IT operations Application Summary Quiz: Service functions Glossary Explain the role, objectives and organizational structures of the service desk function State the role, objectives and overlap of three other functions Module 9 Sample exam Link for exam registration Questionnaire sample exam 6/6