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PT6214
Training Summary
ITIL is a set of best practices guidance that has become a worldwide-adopted framework for IT Service Management by many public and 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
- Program slide presentation
- Syllabus document
- ITIL acronyms and glossary
- Sample examination questions and answers
Prerequisites
Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission.
Students must have at least 30 contact hours (hours of instruction, excluding breaks, and not including summary review time) with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme. Two to four years' professional experience working in IT Service Management is highly desirable. Student should have the ITIL Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications).
It is also recommended that candidates should complete at a minimum of 12 hours of personal study by reviewing the syllabus and the pertinent areas within the ITIL core guidance in preparation for the examination, specifically Chapter 2: Service management as a practice.
Additionally it is recommended that candidates have experience of working in a Service Management capacity within a service provider environment, with responsibility for at least one of the following management disciplines:
- Service portfolio management
- Service catalogue management
- Service level management
- Demand management
- Supplier management
- Financial management for IT services
- Business relationship management
Duration
5 Days/Lecture & Lab
Audience
The main target group for this ITIL Intermediate Qualification Certificate includes, but is not restricted to:
- IT professionals
- Business managers
- Business process owners
- Individuals who require a deep understanding of the ITIL Certificate in the Operational Support and Analysis processes and how it may be used to enhance the quality of IT service support within an organization
- IT professionals who are working within an organization which has adopted and adapted ITIL and who need to be informed about, and thereafter contribute to, an ongoing service improvement program
- Operational staff involved in event management process, incident management process, request fulfillment process, problem management process, access management process, service desk, technical management, IT operations management and application management, and who wish to enhance their role-based capabilities
- Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications
- Individuals seeking the ITIL Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules
- Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.
Course Topics
Introduction
- Service Portfolio Management
- Service Catalogue Management
- Service Level Management
- Demand Management
- Supplier Management
- Financial Management for IT services
- Business Relationship Management
- Service Offerings and Agreements Roles and Responsibilities
- Technology and Implementation Considerations
- Summary, Exam Preparation and Directed Studies