ITIL is a set of best practices guidance that has become a worldwide-adopted framework for Information Technology Services Management (ITSM) by many Public & Private Organizations. Since early 1990, ITIL has been evolving from focusing on Functions and Processes under versions 1 and 2 to focusing on the Full Service Lifecycle Management under current version. In addition to the existing benefits of aligning IT goals and objectives with the business, improving quality and reducing cost of operation; ITSM and ITIL now emphasizes the following areas: Assist in transforming IT Service Management onto a strategic business asset Assist in defining and managing the complete lifecycle of IT Service Management Process Provide guidance on the development of Services Strategy, the development of Service Design, the Transition of Services from current to desired state, the Implementation and the Continuous improvement of the those Services. This exam-preparatory course provides comprehensive coverage of foundation concepts of ITIL. Through lectures and practice exam questions participants explore the concepts of good practice in IT Service Management based on the ITIL Edition 2011 Framework. Program Contents Overview of the drivers for ITIL Key differences between earlier version of ITIL and current version of ITIL - What are the major changes? New concepts, definitions and terminology Key processes and functions
General IT knowledge Preferably ITIL awareness Students will complete at a minimum 18 hours of class time and no personal study is required. Sample exam will be discussed in the classroom to prepare students for the real exam. Course participants should follow our ATO accredited material and/or purchase the appropriate OGC publication to review and prepare for the exam; also the syllabus and the pertinent areas of the ITIL Service Management Practice core guidance should be reviewed as well in preparation for the exam. * ITIL is a registered trade mark of AXELOS Limited. The Swirl logo is a trademark of AXELOS Limited.
3 Days/Lecture & Lab
IT professionals interested in understanding the content and concepts of the new ITIL, as well as understand the differences with previous ITIL versions. Executives and key stakeholders Process Owners and Managers Senior technical and operational staff IT professionals and Consultants IT customers
Introduction to Service Management