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ITIL Foundations

Course Summary

This course is designed to help individuals prepare for the ITIL Foundations Certification examination. IT Infrastructure Library is a framework for IT Service Management best practices and can apply to any organization, large or small. Instruction will


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    Course Syllabus

    ● Introduction to ITIL®
        ◦ Introduction
        ◦ What is ITIL®?
        ◦ ITIL® Benefits
        ◦ Understanding ITIL® Certification Levels
        ◦ Defining IT Service Management
        ◦ What is the Purpose of Service Management?
    ● Service Management General Concepts - Part I
        ◦ Introduction
        ◦ What are Good Practices?
        ◦ What are Services?
        ◦ Understanding Service Owners and Provider Types
        ◦ Business Units vs. Service Units
        ◦ Stakeholders in Service Management
        ◦ Governance
        ◦ A Review of Service Management
    ● Service Management General Concepts - Part II
        ◦ Introduction
        ◦ Customers and Users
        ◦ Defining Processes
        ◦ Overview of The Generic Process Model
        ◦ Incorporating Metrics
        ◦ The Deming Cycle and RACI Model
        ◦ Understanding Service Automation
    ● The Service Lifecycle
        ◦ Introduction
        ◦ Defining the Service Lifecycle
        ◦ The Service Lifecycle and ITIL Concepts - the Relationship
        ◦ How it All Works
    ● Service Strategy
        ◦ Introduction
        ◦ Value Creation
        ◦ Service Portfolio
        ◦ Types of Services
        ◦ Business Case
        ◦ Business Relationship Management
    ● Service Design - Part I
        ◦ Introduction
        ◦ Service Design Goals and Objectives
        ◦ Understanding Business Value
        ◦ The 5 Aspects of Design
        ◦ The Service Design Package
        ◦ Design and the 4 P's
        ◦ Terminology
    ● Service Design - Part II
        ◦ Introduction
        ◦ Design Coordination
        ◦ Information Security Management
        ◦ Service Catalog Management
        ◦ Supplier Management
    ● Service Design - Part III
        ◦ Introduction
        ◦ Service Level Management
        ◦ Availability Management
        ◦ Capacity Management
        ◦ IT Service Continuity Management
        ◦ Terminology
    ● Service Transition - Part I
        ◦ Introduction
        ◦ Service Transition Goals
        ◦ Service Transition Objectives
        ◦ Service Transition and Business Value
        ◦ What's Next? Terminology
    ● Service Transition - Part II
        ◦ Introduction
        ◦ Service Asset and Configuration Management
        ◦ Change Management
        ◦ Release and Deployment Management
        ◦ Transition Planning and Support
        ◦ Knowledge Management
        ◦ Terminology
    ● Service Operation - Part I
        ◦ Introduction
        ◦ Service Operation Purpose
        ◦ The Service Desk
        ◦ Technical Management
        ◦ Application Management
        ◦ IT Operation Management
        ◦ The Importance of Communications
        ◦ Terminology
    ● Service Operation - Part II
        ◦ Introduction
        ◦ Event Management
        ◦ Incident Management
        ◦ Access Management
        ◦ Request Fulfillment
        ◦ Problem Management
        ◦ Terminology
    ● Continual Service Improvement
        ◦ Introduction
        ◦ What is Continual Service Improvement (CSI)
        ◦ The CSI Model
        ◦ The Seven Step Improvement Model
        ◦ Understanding Baselines
        ◦ Service Measurement and Reporting
        ◦ IT Governance
        ◦ Terminology
    ● Preparing for Your ITIL® Foundations Certification
        ◦ Exam Overview
        ◦ Exam Preparation Tips
     


Course Fee:
USD 29

Course Type:

Self-Study

Course Status:

Active

Workload:

1 - 4 hours / week

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