ITIL® Course Outline

Day 1

  • An Introduction to IT Service Management
  • Lifecycles and Strategies
  • Service Design – Principles, Processes and Roles
  • Evening work & Revision

Day 2

  • Review of evening work and day 1
  • Service Transition – Principles, Processes and Roles
  • Service Operation – Principles, Processes, Roles and Functions
  • Evening work, Revision & Mock Exam

Day 3

  • Review of evening work and day 2
  • Interfaces and Continual Service Improvement
  • Technology and Architecture
  • Certification scheme
  • Mock Exam and review
  • Exam

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

  • Service management as a practice – the concept of good practice, the concept of a service, the concept of service management, define roles, processes and functions
  • The Service Lifecycle – The service lifecycle and its key concepts, the business value of the phases of the lifecycle
  • Key Concepts and Definitions – Key terminology of service management, key principles and models
  • Service Strategy – The four main activities of service strategy, the main goals and objectives of service strategy, basic overview of value creation through services, overview of the five service strategy processes
  • Service Design – The importance of people, processes, products and partners, the five major aspects of service design, different sourcing approaches and options, overview of the seven service design processes
  • Service Transition – The service V model, overview of the five service transition processes
  • Service Operation – IT service versus technology components, quality of service versus costs of service, reactive versus proactive, overview of the five key service operation processes
  • Continual Service Improvement – Objectives of continual service improvement, the seven step improvement process
  • Functions – The service desk, technical management, application management, IT operations management
  • Roles – The role of the process owner, the role of a service owner, the role of the RACI model in determining organisational structure
  • Technology and Architecture – Requirements for an integrated set of service management technology, how service automation assists with integrated processes

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