ITIL FOUNDATION

Curso Presencial
18h
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After successful completion of this course and it's labs you should be able to:

Identify the principles and concepts of IT Service Management based on ITIL.

Identify the best practices of implementing ITIL in an organization.

Define the terminology used in ITIL

Identify the concepts and definitions used in the Service Lifecycle.

Define Service Strategy concepts

Define Service Design concepts

Define Service Operations concepts

Define Service Transition concepts

Define Continual Service Improvement concepts

Define the roles, processes, and components within key areas of IT Service Management based on ITIL

Prepare the student to take the ITIL Foundation Certification exam

1 - INTRODUCTION

Introduction/Housekeeping

Introduction to key ITIL concepts

IT as a Service

Introduction to processes and process management

The Service Lifecycle approach

 

2 - SERVICE STRATEGY

Purpose, goal, objectives & Scope

Value Creation through Services

Assets - Resources and Capabilities

Service Strategy - Main activities

Service Strategy processes

Service Portfolio management

Demand management

Financial management

 

3 - SERVICE DESIGN

Purpose, goal, objectives & Scope

Service Design processes

The 4 P’s

Service Design aspects

Service Catalog Management

Service Level Management

Capacity Management

Availability Management

IT Service Continuity Management

Service Portfolio

Information Security Management

Supplier management

 

4 - SERVICE TRANSITION

Purpose, goal, objectives & Scope

Service Transition value to the business

Technology and architecture in Service Transition

Service Transition Processes

Change Management

The 7 R’s of Change Management

Service Asset and Configuration Management

Release and Deployment Management

Knowledge Management

 

5 - SERVICE OPERATION

Purpose, goal, objectives & Scope

Service Operation definitions

The Service Desk

Technical Management

Application Management

IT Operations Management

Service Operations Processes

Event Management

Request Fulfillment

Problem Management

Access Management

 

6 - CONTINUAL SERVICE IMPROVEMENT

Purpose, goal, objectives & Scope

Models and Processes

The Deming Cycle

Measurement and metrics

Continual Service Improvement activities

Risk management

Continual Service Improvement interfaces

Interface with Service Level Management

 

7 - EXAM PREPARATION

Sample Exams

Feedback

Recap

 

8 - NOTE

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

 

The ITIL Accredited Training Organization logo is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

 

 

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