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This intensive course focuses on the concepts, terms, definitions, objectives, benefits and relationships within the core IT service management processes and functions, according to the ITIL (Information Technology Infrastructure Library) best practice framework. ITIL is a public domain approach for managing IT services. It was developed by the CCTA, transitioned to the Office of Government Commerce (OGC) in the United Kingdom and now maintained by the itSMF, the independent and internationally recognized forum for IT Service Management professionals. IT service management groups around the world are using ITIL processes to improve efficiency and communication in IT services. The course is based on the content of ITIL's Service Support and Service Delivery books. It focuses on the holistic approach to IT Service Management through the use of processes, their respective relationships and workflows. And, this course prepares attendees for the examination that leads to the Foundation Certificate in IT Service Management. It is the prerequisite for the Practitioner and Service Manager levels of certification.
There are no prerequisites for this course.
This course is designed for anyone working in IT services requiring more knowledge about the ITSM best practices.
- Understand IT Service Managements 10 processes, one function
- Comprehend the main activities of each process
- Be aware of key ITIL definitions
- Understand the scope and operation of an ITSM compatible Service Desk
- Be prepared to take the Foundation Certificate examination
- Structure of the Library
- IT Service Managements Key Concepts and Objectives
- Certification Program Overview
- Overview of Relationships Between the Processes
- Service Desk
- Incident Management
- Problem Management
- Configuration Management
- Change management
- Release management
- Service Level Management
- Financial Management for IT Services
- Availability Management
- Capacity Management
- It Service Continuity Management