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INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY (ITIL Foundation) 
COURSE DURATION 3 DAYS
DESCRIPTION
The Information Technology Infrastructure Library (ITIL) is a best practice IT Service Management framework developed by the Office of Government Commerce (OGC) in the UK government. It has been developed in collaboration with leading industry experts, consultants and practitioners over the last 20 years. Since its launch, ITIL has been widely accepted throughout the world. It is now seen as the de facto standard for Best Practice in IT Service Management.
KEY BENEFIT
The aim of this course is for each participant to gain competencies in the following:
• Service Management as a Practice
• Service Lifecycle
• Key Principles and Models Generic Concepts
• Selected Processes
• Selected Roles
• Selected Functions \
• Technology and Architecture
• Related standards and frameworks
• The issues of implementing ITIL Service Management into an organisation and creating a cycle of continuous improvement
COURSE OUTLINE
Introduction
- History of ITIL
- ITIL Qualification scheme
Service Management as a Practice
- What is a Service, Processes, Roles, Organisation
The Service Lifecycle
-The structure, scope and components ITIL Service Life cycle
Service Strategy
- Strategy Generation
- Service Portfolio Management
- Demand Management
- Financial Management
- Business Case
Service Design
-The aspects and activities of Service Design
- Service Catalogue Management
- Service Level Management
- Capacity Management
- Availability Management
- IT Service Continuity Management
- Information Security Management
- Supplier Management
Service Transition
- Change Management
- Service Asset and Configuration Management
- Release and Deployment Management
- Service Knowledge Management
Service Operation
- Incident Management, Event Management, Request Fulfilment, Problem Management , Access Management
Continual Service Improvement
- The Continual Service Improvement Model
- Continuous improvement across the IT service lifecycle
- The Continuous Service improvement process
Technology and Architecture
- Generic requirements for an integrated set of Service Management Technology
- Understand how Service Automation assists with integrating Service Management processes
Related Standards and Frameworks
- ISO/IEC 20000, COBIT, CMMI, PRINCE2
ITIL Simulation
- The simulation puts course participants in the shoes of an organisation doing its best to maximise revenue through day-to-day operations
- Experience how to improve (ITIL) processes so as to achieve business goals
- Demonstrate improvements through a balanced approach encompassing people, process and technology
Implementing ITIL
- Implementation tips and tricks
- Business case and KPIs
- Aligning People, Process, Technology and Organisational requirements
WHO SHOULD ATTEND
The ITIL Essentials course is appropriate for all IT staff, but more specifically people in the following roles should attend:
• IT Manager
• CIO
• IT Line Managers
• Help Desk Managers
• Process stakeholders
• Service Delivery Managers
• Participants wishing to further their ITIL education Certifications (Expert Certification in IT Service Management