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Learning Objective
At the end of the training, participants are expected to:
- Identify and appreciate the various ITIL processes involved in IT Service Management
- Learn the key business benefits of these processes and how to integrate them into your business’ IT services model
- Gain insights into the synergy between organizational IT and the overall business
- Learn ITSM concepts via an exciting and interactive simulation and practical case studies for easy implementation in the future
- Obtain the “Foundation Certificate in IT Service Management”
Training Contents
Module 1: Introduction to Service Management Lifecycle
- Introduction/Housekeeping
- Introduction to key ITIL® concepts
- IT as a Service
- Introduction to processes and process management
- The Service Lifecycle approach
Module 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
- Business Relationship Management
Module 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
- Information Security Management
- Supplier management
- Design Coordination
Module 4: Service Transition
- Purpose, goal, objectives & Scope
- Service Transition value to the business
- Technology and architecture in Service Transition
- Service Transition Processes
- Transition, Planning and Support
- Change Management
- The 7 R’s of Change Management
- Service Asset and Configuration Management
- Release and Deployment Management
- Knowledge Management
Module 5: Service Operation
- Purpose, goal, objectives & scope
- Service Operation definitions
- Service Operations Processes
- Event Management
- Incident Management
- Request Fulfillment
- Problem Management
- Access Management
Module 6: ITIL Function
- The Service Desk
- Technical Management
- Application Management
- IT Operations Management
Module 7: Continual Service Improvement
- Purpose, goal, objectives & scope
- Models and Processes
- The Deming Cycle
- Measurement and metrics
- Continual Service Improvement activities
- Continual Service Improvement model
Target Participant
- IT Managers
- IT consultants
- Key Business Users
- IT Professionals
- IT Support Staff
- Application Manager
- Project and Business Managers
- Any member of an IT team involved in the delivery of IT Services.
Key Highlights
Class training methods
Values
- CUSTOMISED: Our tailor-made solutions are in line with your business goals, drawing on best practices and proven approaches
- RESULT-ORIENTED: Our primary objective is the enhancement of business results through continuous evaluation for maintaining focus and accountability
- COST-EFFECTIVE: Our customized and simple solutions are highly cost-effective
- TARGETED: We use a combination of approaches and techniques to meet the objectives of our individual clients and organizational needs
- PROCESS-ORIENTED: Our training programs are process focused, not process bound. We apply standard tools for process streamlining
- IMPROVEMENT FOCUSED: Our techniques involve robust evaluation, open and honest communication and on-going process upgrading for continuous improvement.
- IMPACTFUL: Our experts leverage powerful solutions that can deliver the right impetus to your business
Course Pictures
Other Info
Contact Info |
Public Training Schedule |
Phone: +84 (0)862 718 187 Email: [email protected] |
Please click below link to view our public training schedule |
Brochure VN
Perceived by Participants
Certified Partners International
The International Software Quality Institute
The International Software Quality Institute (iSQI®) is a
ITIL 2011 Foundation
- Trang chủ
- Đào tạo IT
- ITIL 2011 Foundation
APEX Global Corporation
Floor 1st, 16-18 Xuan Dieu Street, Ward 4, Tan Binh District, HCMC, Vietnam
(+84-28) 6271 8187
[email protected]
Floor 1st, 16-18 Xuan Dieu Street, Ward 4, Tan Binh District, HCMC, Vietnam
(+84-28) 6271 8187
[email protected]
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