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ITIL Foundation Online Course

  • High Quality Videos
  • Online Study Material (Study Guides, Chapter tests, Pod casts, Terms and Concepts)
  • Interactive case study
  • Mobile app
  • 18 PMI PDUs
  • Chapter tests, Crossword
  • Interactive glossary
  • 180 days duration

ITIL Intermediate CSI Online Course 

  • 2 Official Practice Question Papers, with answers
  • High Quality Videos
  • Online Study Material (Study Guides)
  • 27 PMI PDUs
  • Chapter tests
  • 180 days online course access


Course Outline

Introduction 

  • Service Management
  • Understand Service Management technology
  • Overview of the Service Lifecycle ITIL® library
  • Introduction to Functions and Processes

Service Strategy 

  • Introduction, goals, objectives and key-principles of Service Strategy.
  • Basic concepts, activities and challenges of Demand Management.
  • Objectives and basic concepts of Financial Management.
  • Objectives and basic concepts of Service Portfolio Management.

Service Design 

  • Basic concepts of Service Level Management
  • Basic concepts of Availability Management
  • Basic concepts of Capacity Management
  • Basic concepts of Information Security Management
  • Basic concepts of Supplier Management
  • Basic concepts of Availability Management
  • Basic concepts of IT Service Continuity Management

Service Transition 

  • Introduction, goals and objectives of Service Transition.
  • Objectives and basic concepts of Change Management.
  • Objectives and basic concepts of Service Asset and Configuration Management.
  • Objectives and basic concepts of Knowledge Management.
  • Objectives and basic concepts of Release and Deployment Management.

Service Operation 

  • Goals, objectives and Communication in Service Operation.
  • Objectives and basic concepts of Event Management.
  • Objectives and basic concepts of Incident Management.
  • Objectives and basic concepts of Problem Management.
  • Objectives and basic concepts of Request Fulfilment Management.
  • Objectives and basic concepts of Access Management.
  • Objectives and roles of Service Desk Function.
  • Objectives and roles of Technical Management Function.
  • Objectives and roles of IT Operation Management Function.
  • Objectives and roles of Application Management Function.

Continual Service Improvement 

  • Goal, scope and objectives of Continual Service Improvement
  • CSI Model
  • Authority Matrix
  • RACI Model
  • Metric, Key Performance Indicator and Baseline


FAQ

Q: What is ITIL? 
A:  IT Infrastructure Library® (ITIL) is the most widely adopted framework for IT Service Management in the world. It is a practical approach to identifying, planning, delivering and supporting IT services to the business. It describes how IT resources should be organized to deliver business value, documenting the processes, functions and roles of IT Service Management (ITSM).

Q: Who uses ITIL?
A: ITIL principles are used by a number of organizations in both the public and private sectors such as NASA, IBM, HP, British Telecom, HSBC bank and L’Oreal.

Q: Who created ITIL?
A: ITIL is created and owned by the UK Cabinet Office. ITIL best practices are explained in the five core guidance publications outlining the fundamental ITIL principles that focus on various areas within the service management discipline. ITIL best practices also underpin the foundations of ISO/IEC 20000 (previously BS15000), the International Service Management Standard for organizational certification and compliance.

Q: What are some of the benefits of ITIL?
A: The Benefits of ITIL:

  • Provides a single documented framework for IT best practices that flow across the IT organization.
  • Reduces IT costs and justifies the cost of IT quality and supports improvement of user productivity.
  • Supports ability of IT to measure and improve internal performance and service provisioning.
  • Improves communication and information flow between IT and the organization and business departments and identifies roles and responsibilities for IT Service Management.
  • Improves ability of IT to adjust as business opportunities and challenges are presented.
  • Improves relationship of IT with the business – builds trust.


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