ITIL Foundation

Course Overview
This 1 day course is designed to effectively prepare aspiring service professionals to sit and pass the ITIL® Examination from APMG.

Course Outline

Service Lifecycle
• Details the basic terminologies of IT Service Industry
• Understand IT Service Management and RACI matrix

Service Strategy
• Financial Management
• Demand Management
• Service Portfolio Management
• Service Improvement Plans
• Business Relationship Management

Service Design
• Service Level Management
• Service Level Agreement
• Operational Level Agreement
• Underpinning Contract
• Supplier Management
• Availability Management
• Capacity Management
• Information Security Management
• Service Catalogue Management
• Service Design Packages

Service Transition
• Service V Model
• Evaluation, Testing, Validation, Release and Deployment
• Change Management
• Service Asset and Configuration Management
• Knowledge Management

Service Operation
• Event Management, Incident Management
• Access Management
• Request Fulfillment
• Problem Management
• Local Service Desk
• Centralized Service Desk
• Virtual Service Desk
• Follow-the-sun Service Desk
• Technical Management
• Applications Management
• IT Operations Management
• Facilities Management
• Operations Control

Continual Service Improvement (CSI)
• CSI Approach
• 7-Step improvement process
• Deming’s cycle

Learning Outcome
What you will learn:
1. Key concepts, terms, and principles of Service Management
2. 5 Modules in ITSM
3. Complete understanding of what is required to pass the ITIL® 2011 Foundation Exam

Target Audience
This 1-day course is perfect for those who are involved in the service industry and aspiring to get accredited from a global body.

For more info click for brochure
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