ITIL Foundations


Course Number: ITIL-102

Duration: 2 days (13 hours)

Format: Live, hands-on

ITIL Training Overview

This ITIL Foundations certification and training class teaches attendees the fundamentals of IT Service Management. Accredited by Axelos and PeopleCert, this ITIL® course helps students prepare for the certification exam as well as acquire valuable insights from instructors with extensive practical experience in managing IT organizations and deploying successful ITIL-based Service Management programs. This class is current to version 3.

Note: An exam voucher for each student is included in the price of the training.

Location and Pricing

Accelebrate offers instructor-led enterprise training for groups of 3 or more online or at your site. Most Accelebrate classes can be flexibly scheduled for your group, including delivery in half-day segments across a week or set of weeks. To receive a customized proposal and price quote for private corporate training on-site or online, please contact us.

Objectives

  • Learn ITIL concepts and best practices
  • Understand Services
  • Prep for the exam

Prerequisites

No prior experience is presumed. This course is suitable for all IT Management and Staff who need to understand the Service Lifecycle and their role in provisioning quality services for their customers.

Outline

Expand All | Collapse All

Introduction
ITIL Concepts
  • Good Practices
  • Services
  • Processes
  • Roles
  • Functions
  • Governance
Continuous Service Improvement
  • Goals and Objectives
  • Value to the Business
  • CSI Model
  • Integration with other Frameworks, Models, and Quality Systems
  • CSI Drivers
  • Deming PDCA
  • 7-Step Improvement Model
  • RACI Matrix
  • Ownership and its role in driving CSI
Service Operation
  • Goals and Objectives
  • Value to the Business
  • Incident Management
  • Problem Management
  • Event Management
  • Request Fulfillment
  • Access Management
  • SO Functions
  • Service Desk
  • Technical Management
  • IT Operations Management
  • Application Management
  • Enabling Tools and Technology
Service Transition
  • Goals and Objectives
  • Value to the Business
  • Service V Model
  • Transition and Support Management
  • Change Management
  • Service Asset and Configuration Management
  • Configuration Management Systems
  • Definitive Media Library
  • Release and Deployment Management
  • Service Testing and Validation Management
  • Evaluation Management
  • Knowledge Management
  • Enabling Tools and Technology
Service Design
  • Goals and Objectives
  • Value to the Business
  • 4 P’s of Service Design
  • Service Catalog Management
  • Service Level Management
  • Availability Management
  • Capacity Management
  • Security Management
  • IT Service Continuity Management
  • Supplier Management
  • Tactical Aspects of Service Design
  • 5 Key Aspects of a Service Design
  • Roles and Responsibilities
  • Enabling Tools and Technology
Service Strategy
  • 4 P’s of Service Strategy
  • 4 step Service Strategy Process
  • Service Portfolio Management
  • Demand Management
  • Financial Management
  • Business Case
  • Enabling Tools and Technology
Conclusion
  • Review Program
  • Self-Study, Exam Prep

Training Materials:

All students receive comprehensive courseware.

Copyright Deep Creek Center©

Software Requirements:

This is an interactive seminar that does not require computers. The room should be configured to support pencil and paper exercises in groups of 3-4 participants.



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