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ITIL Training

Course Summary

Learn standard processes and best practices to IT Management through Intellipaat's ITIL Certification Training


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    Course Syllabus

    Module 1 – What is an ITIL & ITSM

    • Introduction to ITSM and ITIL
    • Service management Approach
    • Objectives of IT service Management
    • ITIL A process oriented approach to ITSM
    • What is a Best Practise?
    • ITIL Background
    • Outline of information that is covered in ITIL v3 foundation Training
    • Benefits of ITSM implementation through ITIL

    Module 2 – Certification & Key Definition

    • ITIL foundation certification
    • Foundation Score Sheet Sample
    • ITIL key Definition
    • ITIL Model

    Module 3 – Service Desk

    • Mission of Service Desk
    • Service Desk vs Ruledesk and Call Center
    • Function and Activities of Service Desk
    • Types of Service Desk Rollouts
    • Service Desk Personnel
    • Critical Success Factors
    • Service Desk Bottlenecks
    • Service Desk KPIS

    Module 4 – Incident Management

    • Mission of Incident management
    • Objective of incident management
    • Key definition in incident management
    • Incident records vs Problem records
    • Incident Management Life cycle
    • Incident detection and recording
    • Incident Escalations
    • Roles in incident management
    • Incident Management Bottlenecks
    • Critical Success Factors
    • Incident Management KPIs

    Module 5 – Problem Management

    • Mission of problem management
    • Objectives of problem management
    • Key definitions in problem management
    • Problem management vs Incident management
    • Scope of Problem management
    • Problem management Techniques
    • Roles in Problem Management
    • Problem management Bottlenecks
    • Critical success Factors
    • Problem Management KPIs
    • Benefits of Problem management

    Module 6 – Change Management

    • What is change and change management
    • Mission of change management
    • Objective of change management
    • Key terms in change management
    • Scope of change management
    • Change management process
    • Change management activities
    • Roles in change management
    • Change management bottlenecks
    • Critical success factor
    • Change management KPIs

    Module 7 – Release Management

    • Mission of Release Management
    • Goals of Release Management
    • Key terms in Release Management
    • Release Management Activities
    • Roles in Release Management
    • Release Management Bottlenecks
    • Critical Success Factors
    • Release Management KPIs

    Module 8 – Configuration Management

    • Mission of Configuration Management
    • Objectives of Configuration Management
    • Key Terms in Configuration Management
    • Inputs and Outputs of Configuration Management
    • Core Elements / Process of Configuration Management
    • Roles in Configuration Management
    • Configuration Management vs Asset Management
    • Configuration Management Bottlenecks
    • Critical Success Factor
    • Configuration Management KPIs

    Module 9 – Service Level Management

    • Mission of Service Level Management
    • Objectives of Service Level Management
    • Scope of Service Level Management
    • Key terms in Service Level Management
    • SLM Process
    • Elements of SLA
    • Roles in Service Level Management
    • Costs vs. Benefits
    • Bottlenecks
    • KPIs Service Level Management
    • Critical Success Facto

    Module 10 – ITServices Financial Management

    • Mission of IT Services Financial Management
    • Objectives of IT Services Financial Management
    • Key Process activities of IT Services Financial Management
    • Charging and Pricing Policies
    • Process of IT Services Financial Management
    • IT Services Financial Management Bottlenecks
    • IT Services Financial Management KPIs
    • Critical Success Factor

    Module 11 – Capacity Management

    • Mission capacity management
    • Objectives of capacity management
    • Key terms in capacity management
    • Capacity management process

    Module 12 – Availability Management

    • Mission of Availability Management
    • Objectives of Availability Management
    • Scope of Availability Management
    • Key Concepts of Availability Management
    • Process of Availability Management
    • Availability Management Metrics
    • Methodologies in Availability Management
    • Roles in Availability Management
    • Availability Management Bottlenecks
    • Availability Management KPIs
    • Critical Success Factor

    Module 13 – IT Service Continuity Management

    • Mission of ITSCM
    • What is Continuity Management?
    • Objectives of ITSCM
    • Scope of ITSCM
    • Key Concepts of ITSCM
    • Business Continuity Life Cycle
    • Roles in ITSCM
    • Bottlenecks
    • KPIs
    • Critical Success Factor

    Module 14 – Security Management

    • Mission of Security Management
    • Objectives of Security Management
    • Key Concepts of Security Management
    • Process of Security Management
    • Security and the SLA
    • Roles in Security Management
    • Bottlenecks
    • KPIs
    • Critical Success Factor

    ITIL v3 Foundation_Summary


Course Fee:
USD 143

Course Type:

Self-Study

Course Status:

Active

Workload:

1 - 4 hours / week

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