ITIL® FOUNDATION LEVEL - TRAINING & EXAM PACKAGE

Greater Brighton Metropolitan College

Course

Online

Price on request

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Description

  • Type

    Course

  • Methodology

    Online

Begin the process of building a structured IT service offering using the world-renowned ITIL® to provide the framework. Designed for IT support and service professionals of all levels, the ITIL® course is the first step towards full ITIL® Expert s...

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Subjects

  • Service Management

Course programme

  • Service Management as a practice
  • The concept of good practice
  • The concept of a service & Service Management
  • Define processes, roles and functions.
  • Understand the Service Lifecycle and its key concepts
  • Understand the business value of the phases.
  • Understanding the key terminology, the key concepts of Service Management, key principles and models.
  • What is Service Strategy?
  • Understand the goals & objectives of Service Strategy
  • Understand the 4 main activities of Service Strategy
  • Basic overview of value creation through services
  • Overview 3 Service Strategy processes.
  • Importance of people, processes, products & partners
  • Understand the five major aspects of Service Design
  • Understand the different sourcing approaches
  • Overview of the 7 Service Design processes.Service Transition
  • Explain the Service V model
  • Overview of Service Transition processes.
  • IT Service versus technology components
  • Quality of Service versus cost of service
  • Reactive versus proactive
  • Overview of the Service Transition processes
  • Objectives of Continual Service Improvement
  • The 7 step improvement process.
  • The Service Desk; Technical Management
  • Application Mgmt; IT Operations Mgmt.
  • Process owner; Service Owner; RACI model in determining organisational structure.
  • Requirements for an integrated set of Service Management technology
  • How Service automation assists with integrated processes.

    • Additional information

    The service management lifecycle and the key stages used to manage service requests. Defining a service strategy that meets the needs of all users of the IT service. Implementing a service that supports the strategy. Building intermediate delivery services that maintain standards during the transition period. The operations required to maintain customers expected levels of service and satisfaction. Building a continual service improvement plan that keeps raising standards and customer satisfaction levels.

    See related categories

    ITIL® FOUNDATION LEVEL - TRAINING & EXAM PACKAGE

    Price on request

    The best Management and Information Systems courses

    See all

    See all