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Equip yourself with the hallmark and best practice methodologies on project planning and scheduling management, project delivery and risk based estimation & budgeting.

ITIL Foundation Level - 2 Days

 

LEARNING OBJECTIVES

 

After completing this course the trainees can expect to gain knowledge and understanding of:

 

  • Service Management as a practice
  • The ITIL Service lifecycle
  • Generic concepts and definitions
  • Key principles and models
  • Processes
  • Functions
  • Roles

 

LESSON 1: SERVICE MANAGEMENT AS A PRACTICE

 

1.1 Concept of best practices in the public domain

1.2 Describe and explain why ITIL is successful

1.3 Define and explain the concept of service

1.4 Define and explain the concept of Internal and External Customers

1.5 Define and explain the concept of IT Service Management

1.6 Define and explain the concept of stakeholders

 

LESSON 2: THE ITIL SERVICE LIFECYCLE

 

2.1 Describe the structure of ITIL Lifecycle

2.2 Scope of Service Strategy

2.3 Scope of Service Design

2.4 Scope of Service Transition

2.5 Scope of Service Operations

2.6 Scope of Continual Service Improvement

 

LESSON 3: GENERIC CONCEPTS AND DEFINITIONS

 

3.1 Utility and Warranty

3.2 Assets 3.3 Resources

3.4 Capabilities

3.5 Service Portfolio

3.6 Service Catalogue

3.7 Governance

3.8 Risk Management

3.9 Supplier

3.10 Agreements

3.11 Service Knowledge Management System (SKMS)

3.12 Event

3.13 Types of Services

3.14 Patterns of Business Activity

 

LESSON 4: KEY PRINCIPLES AND MODELS

 

4.1 Service Strategy

4.2 Value Creation through Services

4.3 Service Design

4.4 Five aspects of Service Design

4.5 Continual Service Improvement

4.6 Measurement of Continual Service Improvement

 

LESSON 5: PROCESSES

 

5.1 Service Strategy

5.2 Service Design

5.3 Service Transition

5.4 Service Operations

5.5 Continual Service Improvement

 

LESSON 6: FUNCTIONS

 

6.1 The Service Desk Function

 

LESSON 7: ROLES

 

7.1 Responsible, Accountable, Consulted, Informed (RACI)

 

ITIL® is a registered trademark of AXELOS Limited.

The PMI Registered Education Provider logo is a registered mark of the Project Management Institute, Inc. 

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